Role Overview:
Job Title: MSP Implementation & Service Delivery Manager
Based: Hybrid, (with travel to Busy Bees Support Centre and nursery locations as required)
Contract: Full time, Permanent
Salary: Up to £50,000 per annum DOE
About Busy Bees
Busy Bees Nurseries is the UK’s largest and leading early years education provider and the third largest globally, with over 1,000 centres and growing. Since 1983, we’ve built a reputation for our award-winning culture and excellence in early years care and education.
As part of an exciting business transformation, we are introducing a new Agency Managed Service Provider (MSP) model across our UK estate.
We are looking for an experienced MSP Implementation & Service Delivery Manager to lead the successful rollout of this new agency management model across more than 220 nurseries, before taking ownership of the ongoing MSP relationship and service performance.
This is a key role in one of Busy Bees major operational transformation programmes. You will work closely with nursery and operational teams, HR, recruitment and procurement stakeholders, as well as our external MSP partner, to ensure the new model is successfully implemented, adopted and delivers measurable value.
About the Role
As the MSP Implementation & Service Delivery Manager, you will lead the implementation of the agency MSP platform and operating model across the Busy Bees nursery network.
You will coordinate the transition from the current approach to a centralised MSP model for temporary and agency recruitment, ensuring nurseries, internal stakeholders and agency suppliers are ready for go-live.
You will be responsible for coordinating implementation activity, supporting process and system adoption, managing stakeholder communications, monitoring readiness and resolving issues throughout rollout.
Following successful implementation, you will move into ownership of the ongoing MSP service, acting as the key relationship lead between Busy Bees and the MSP provider. You will ensure the MSP delivers against contractual commitments, manages agency suppliers effectively, meets agreed KPIs and SLAs, and continually improves the service delivered to our nurseries.
About the Benefits
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Sector leading Family Leave.
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Big Benefits. Dedicated 24/7 employee benefits platform Hive (Reward Gateway)
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with retail, cinema, and travel discounts
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35% Childcare discount.
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33 days holiday inclusive of bank holidays and an extra day off for your birthday every year
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Further Training and development.
Role Responsibilities:
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Lead the planning and delivery of the agency MSP rollout across 220+ Busy Bees nurseries.
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Develop and maintain the implementation plan, ensuring activities, milestones, dependencies and deliverables remain on track.
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Coordinate nursery readiness for implementation, including communications, training, process changes and adoption of the new MSP platform.
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Work closely with the MSP partner to ensure the platform, processes and agency supply model are ready for go-live.
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Coordinate engagement across Operations, HR, Recruitment, Procurement, Finance and other relevant support functions.
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Ensure nurseries understand the new agency recruitment process and their responsibilities within the MSP model.
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Identify and manage implementation risks, issues and dependencies, escalating where appropriate.
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Monitor rollout progress and provide clear reporting to senior stakeholders.
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Coordinate go-live, early-life support and the transition into business-as-usual service.
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Capture lessons learned and implement improvements throughout the rollout.
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Take ownership of the MSP relationship following implementation.
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Act as the primary point of contact between Busy Bees and the MSP provider.
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Manage the MSP against agreed contractual obligations, KPIs, SLAs and service expectations.
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Lead regular service reviews and governance meetings with the MSP.
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Monitor agency supply, fill rates, time-to-fill, compliance, quality, cost and other agreed performance measures.
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Work with the MSP to identify and address underperforming agency suppliers.
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Ensure the agency supply chain is delivering the right quality, capacity and value for Busy Bees.
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Challenge supplier performance and agree corrective actions where required.
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Build strong relationships with the MSP, agencies and internal Busy Bees stakeholders.
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Identify opportunities to improve the recruitment process, candidate supply, nursery experience and overall service performance.
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Ensure the MSP continues to deliver measurable operational and commercial value.
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Build trusted relationships with nursery managers and operational leaders to understand recruitment requirements and service challenges.
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Act as an escalation point for significant MSP, agency or service issues.
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Ensure feedback from nurseries is captured and translated into service improvements.
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Support change adoption and ensure the MSP model becomes embedded across the estate.
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Balance the needs of nurseries, candidates, agencies, the MSP and Busy Bees’ wider commercial objectives.
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Provide clear, concise performance reporting and recommendations to senior stakeholders.
Required Qualifications:
We are looking for someone with experience of agency recruitment MSPs, RPO/MSP models, supplier management or high-volume workforce solutions.
You will ideally have:
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Experience implementing or managing an agency MSP, recruitment MSP, RPO or similar outsourced recruitment model.
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Experience delivering a large-scale rollout, mobilisation or implementation across multiple locations.
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Strong understanding of agency recruitment processes and the relationship between an MSP, agencies and the client organisation.
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Proven experience managing supplier performance against KPIs, SLAs and contractual commitments.
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Experience managing senior client and supplier relationships.
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Strong commercial awareness and the confidence to challenge supplier performance and negotiate improvements.
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Experience using performance data to identify issues, manage service performance and drive improvement.
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Strong stakeholder management skills, particularly across operational, HR, recruitment and procurement teams.
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Excellent organisation and project coordination skills, with the ability to manage multiple priorities and deadlines.
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Experience managing change and embedding new processes across a dispersed workforce.
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A practical, solutions-focused approach with the confidence to take ownership and resolve issues.
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Experience managing an MSP platform or vendor management system.
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Experience within high-volume, multi-site recruitment or workforce environments.
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Experience managing multiple recruitment agencies through an MSP model.
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Experience in a retail, hospitality, childcare, healthcare or similarly operationally intensive environment.
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Understanding of recruitment compliance, agency worker requirements and supplier governance.
