SVP/VP Managed Services Operations

CONFIDENTIAL COMPANY POSTING

The SVP/VP of Managed IT Service Delivery is responsible for bringing a strategic vision, operational excellence and innovation to the customer teams which include implementation and technical support of Managed IT service solutions. A successful person will lead a team of high-performing individuals focused on service delivery and customer success, responsible for implementations, technical integrations, support services, client base retention, partner management and reporting. This individual will also be a key contributor to M&A and Integration activity. Reporting to the CEO, this position is someone who has a strong understanding of IT concepts and how to deliver those services with excellent team focus on the customer.

ESSENTIAL RESPONSIBILITIES

• Organize. Architect the services team to exceed industry standards and adopt best practices to achieve operational efficiency which supports an ambitious growth plan.
• Responsible for ensuring the support team is structured in a way that maximizes availability for customers.
• Processes. Develop and manage scalable best-in-class processes to support rapid growth across multiple products/solutions.
• Design and implement processes, systems, and structures necessary to consistently deliver high-quality customer results.
• Responsible for creation, management, and oversight of all SLAs. Provide guidance for standardized recommendations and best practices for each product.
• Provide oversight for the implementation process and act as a point of escalation during integrations.
• Data-Driven. Establish and communicate the KPIs and measurements across the services organization that drive continued improvement at all levels.
• Manage the effectiveness and efficiency of services and performance by creating and monitoring standard, custom, and benchmark reports for all customers.
• Identify gaps across the service organization and present solutions to align with organizational goals and metrics.
• Execute. Establish service standards across the team and ensure product deployment is executed to meet all managed services commitments.
• Responsible for the management of the support ticketing tool and support processes.
• Participate in the evaluation of M&A opportunities and drive integrations as needed within the service organization.
• Collaborate. Partner with the leadership team and participate in the leadership and execution of key cross-organizational initiatives, processes, etc.
• Lead. Drive growth of team members, productivity and retention through improved training and education programs, performance management, and other initiatives that drive a highly inclusive and supportive culture yielding outstanding results.

REQUIREMENTS

• Bachelor’s degree in business, computer science, or related field or equivalent work experience.
• 10+ years of experience managing as a senior technical operations leader and/or other relevant roles.
• 10+ years of experience in Managed IT service delivery including help desk service delivery/development including Tier 1 to Tier 3 support.
• Extensive experience in transforming and optimizing processes to exceed organizational goals.
• Deep expertise in building teams, scalable processes, and metrics-based management to achieve organizational and departmental goals.
• 5+ years of experience of managing and achieving P&L goals/results
• Experience in M&A evaluations and successful integrations
• Proficiency and experience in Microsoft Office Products

PREFERRED SKILLS/EXPERIENCE

• 10+ years of experience preferred working managing a highly technical implementations staff and project management team
• Experience in the use of ConnectWise and Kaseya Platforms
• Experience in managing offshore relationships.