VP Managed Services

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Collaborate closely with the CEO and CXO to understand their vision, goals, and priorities and provide strategic guidance and support, including development and execution of the managed services strategy, ensuring alignment with overall company objectives.
• Develop budgets and P&L; Responsible for overseeing day-to-day administrative, financial, personnel, and procedural activities for product and/or service operations functions under Managed IT.
• coordination and alignment of operational activities.
• Business Development; Grow the financial success of the business, both through customer retention maintaining world-class customer service, as well as through growing new business through creative products and sales strategies.
• Implement and improve the Managed IT operational plan through efficient and effective integrated processes, implementing standard management processes, and governance to leverage organization resources.
• Implement a services operations and governance capability, Including standardized operations and KPI reporting.
• Lead the strategic planning and management of service capacities, ensuring business continuity and a high level of customer satisfaction.
• Directs Managed Services review of cost and service structures, productivity measures, and delivery methods to achieve planned targets. Typically acts as a point of contact or gatekeeper between management and staff. May select, develop, and evaluate personnel to ensure the efficient operation of any function or unit.
• Management responsibility for multiple functions; implement operational plans, policies, and procedures to optimize departmental performance and ensure alignment with company objectives.
• Drive the delivery of high-quality services to customers, ensuring adherence to service level agreements (SLAs), performance metrics, and customer satisfaction targets.
• Monitor key performance indicators (KPIs) and operational metrics, identifying trends, issues, and opportunities for improvement.
• Lead strategic projects and initiatives on behalf of the CEO, ensuring timely and successful execution.

Team Leadership:

• Build and lead a high-performing operations team, providing coaching, mentoring, and guidance to team members.
• Set clear performance expectations, conduct performance evaluations, and provide constructive feedback to foster professional growth.
• Foster a culture of innovation, collaboration, and accountability within the teams, encouraging creativity and continuous learning.
• Collaborate with other departments, such as Sales, Engineering, and IT, to ensure effective coordination and alignment of operational activities.
• Participate in strategic planning and contribute to the development of company-wide initiatives.
• Act as a liaison between the operations departments and senior management, providing regular updates, reports, and recommendations.

Departmental Management:

• Provide strategic direction and guidance to the Managed Services teams.
• Develop and implement operational plans, policies, and procedures to optimize departmental performance and ensure alignment with company objectives.
• Foster a collaborative and high-performing culture within the departments, promoting teamwork, professional development, and employee engagement.

Service Delivery and Customer Success:

• Drive the delivery of high-quality services to customers, ensuring adherence to service level agreements (SLAs), performance metrics, and customer satisfaction targets.
• Monitor customer feedback and proactively address issues or concerns, working closely with the teams to resolve customer escalations.

Operational Efficiency:

• Continuously evaluate and optimize operational processes and workflows to drive efficiency and productivity.
• Identify automation, standardization, and process improvement opportunities to streamline operations and reduce costs.
• Implement and monitor key performance indicators (KPIs) to measure operational performance, track progress, and drive performance improvements.

Strategic Initiatives:

• Contribute to developing and implementing strategic initiatives, such as process improvements, organizational restructuring, or new business ventures.
• Conduct research, analyze, and provide recommendations to support decision-making and drive operational excellence.
• Monitor industry trends, competitive landscape, and emerging technologies to identify opportunities for innovation and growth.

EDUCATION, TRAINING, AND EXPERIENCE:

Required

• 15 years of IT Managed Services experience to strategically direct, manage, and coordinate IT solutions for the company, optimizing IT functions and services.
• 15 years of P&L responsibility in technology, IT outsourcing, managed and professional services.
• Experience in a strategic or leadership role, preferably within the technology and software industry

Preferred

• Proven record in transforming Managed IT strategies into action, with experience managing complex managed services deals, from contract negotiation to implementation.
• Strong understanding of SaaS services, and managed services.
• Excellent project management skills, with the ability to lead and execute complex initiatives.
• Exceptional analytical and problem-solving abilities with a data-driven mindset.
• Excellent communication and interpersonal skills, with the ability to influence and collaborate with stakeholders at all levels.
• Strong organizational and multitasking skills, with the ability to manage multiple priorities and meet deadlines.
• Ability to maintain a high level of confidentiality and handle sensitive information.

REQUIRED SKILLS/CORE COMPETENCIES:

• Excellent interpersonal skills to establish and maintain effective relationships with customers, employees, superiors and business contacts in a professional, timely and courteous manner
• Excellent written and oral communication skills
• Strong relationship builder and communicator with experience leading diverse work teams
• Ability to perform a variety of tasks, often changing assignments on short notice
• Must be able to work independently with little or no direct supervision and contribute to a team environment.

TOOLS, EQUIPMENT, AND SOFTWARE:

• Demonstrated knowledge of personal computer applications Microsoft Windows and Microsoft Office, including Microsoft Outlook

WORKING CONDITIONS AND PHYSICAL REQUIREMENTS:

• Primarily indoor work primarily in office environment
• Frequent utilization of manual dexterity and visualizing of computer screen
• No unusual physical requirements
• Frequent extended hours required in order to meet deadlines and respond to issues. Includes availability after normal business hours and on weekends
• Work environment will be unstructured and with little, if any, direct supervision