Vice President, MSP Operations

Cloud5 Communications•City of Moncton, NB

1d•Onsite

About The Position

Cloud5 is seeking a Vice President, MSP Operations to own the Cloud5 MSP Operating Model. This role involves designing, implementing, and enforcing the MSP operating framework across all business units to ensure predictable, repeatable, and scalable MSP delivery for hospitality clients. The position also includes establishing readiness gates and governance for onboarding, transitions, and service changes, owning escalation governance, and ensuring consistent standards. Additionally, the VP will own MSP service performance, including SLA compliance, stability, incident trends, and escalation root causes, ensuring consistent delivery across Service Desk, Infrastructure, Security, and Network interfaces. Financial performance and margin protection are key, requiring identification and elimination of margin leakage. The role also involves contributing to the design and evolution of the MSP organizational structure, building bench strength, and cross-functional alignment as the single operational authority for MSP delivery.

Requirements

10+ years in MSP, managed services, or recurring-revenue IT operations.
Proven experience scaling MSP delivery beyond early growth stages.
Strong working knowledge of Service Desk operations.
Strong working knowledge of Infrastructure and endpoint management.
Strong working knowledge of Security services and SOC integration.
Strong working knowledge of IT service management best practices (applied, not academic).
Experience operating in complex, multi-business-unit environments.

Responsibilities

Design, implement, and enforce Cloud5’s MSP operating framework across all contributing business units.
Establish clear upstream and downstream accountability across departments.
Ensure MSP delivery is predictable, repeatable, and scalable across Cloud5’s hospitality client base.
Define and enforce readiness gates before new MSP customer onboarding, project-to-MSP transitions, and service expansions or major changes.
Ensure service commitments align with Cloud5’s delivery capacity and risk tolerance.
Own escalation governance for cross-business-unit conflicts.
Ensure standards are enforced consistently — not negotiated under revenue pressure.
Own MSP service performance across Cloud5, including SLA compliance, service stability and incident trends, and escalation frequency and root causes.
Ensure consistent delivery across Service Desk Tier 2 / Tier 3, Infrastructure, Security and SOC partners, and Network and HSIA interfaces.
Own MSP gross margin and cost-to-serve.
Identify and eliminate margin leakage caused by poor handoffs between departments, unscoped or unmanaged work, and operational inefficiencies.
Be a primary contributor to design and evolve the future-state MSP organizational structure.
Build bench strength and succession planning across MSP Operations.
Act as the single operational authority for MSP delivery across Cloud5.
Align Sales, Projects, HSIA, Security, and Service Operations around shared outcomes.
Ensure Cloud5 presents a unified operational experience to MSP clients.