Vice President, Professional Services

March Networks•Ottawa, ON

4d•$180,000 - $205,000

About The Position

At March Networks, our goal is to create a positive working environment where all of our employees can thrive. When you join our team, you will enjoy flexibility and support for a healthy work-life balance, as well as the professional development opportunities needed to advance your career. You will be part of a growing global technology company that encourages teamwork and innovation, and where friendships are forged with colleagues all over the world. At March Networks, we value your hard work, creativity and your passionate desire to deliver only the best to our customers, partners and each other. Reporting directly to the CEO and President, the Vice President of Professional Services is responsible for leading, scaling, and continuously improving the end-to-end post-sales services organization for the Smart Security Solutions LOB (March Networks and Vivotek), including Professional Services, Technical Support, Network Operations Center (NOC), Cloud Services, Customer Success, Training, and Implementation. This executive will own the operating model, service delivery governance, technical enablement strategy, and financial performance of the services organization, ensuring that customer deployments, managed services, support operations, and adoption programs are delivered with high quality, predictability, and profitability. The Vice President of Professional Services will play a critical role in driving operational excellence, customer satisfaction, recurring revenue retention, and business growth by evolving service delivery models, standardizing implementation and support processes, improving resource utilization, and embedding automation, analytics, and AI into the service lifecycle. This leader must also have demonstrated success leading globally distributed teams across multiple regions and time zones, establishing common operating standards, escalation frameworks, service-level accountability, and a cohesive culture while ensuring consistent execution and customer outcomes worldwide. The ideal candidate is a dynamic, data-driven, and AI-enabled leader with deep experience transforming complex service organizations in SaaS, cloud, intelligent edge, IoT, or enterprise technology environments. This individual combines strong commercial judgment, technical fluency, operational discipline, and customer-centric leadership, and can align delivery excellence with strategic business objectives, product adoption, and long-term customer value.

Requirements

Bachelor’s degree required in Business, Engineering, Computer Science, Information Systems, or a related field, or an equivalent combination of education and experience.
Minimum of 10 years of progressive experience in professional services, technical services, consulting, customer success, support operations, or managed services within the software, SaaS, cloud, IoT, or enterprise technology sector.
At least 5 years in a senior leadership role managing complex, multi-function services organizations with global or multi-regional teams.
Proven track record of transforming service delivery organizations to improve scalability, utilization, delivery predictability, customer satisfaction, and profitability.
Strong experience with cloud operations, SaaS delivery models, subscription-based customer lifecycle management, and post-sales operating metrics.
Demonstrated expertise in resource planning, backlog management, utilization management, project margin control, forecasting, and services financial management.
Experience implementing or optimizing customer success programs, onboarding models, adoption frameworks, and retention strategies using measurable KPIs such as churn, retention, NPS, CSAT, CES, and health scores.
Familiarity with AI, workflow automation, analytics, and knowledge-centered service strategies that improve support efficiency, delivery quality, and customer experience.
Strong cross-functional leadership skills, with demonstrated ability to work effectively with R&D, Product Management, IT, Security, Sales, and Finance.
Experience managing third-party service providers, subcontractors, and global delivery models with clear governance and quality controls.
Outstanding executive communication, stakeholder management, change leadership, and people development capabilities.

Nice To Haves

MBA or other advanced business or technical degree preferred.
Experience in intelligent video, video management systems, cloud video platforms, physical security, IoT-connected devices, edge-to-cloud architectures, or enterprise loss prevention technologies is highly desirable.
Experience with service organizations supporting hybrid environments that include hardware, firmware, software, SaaS, networking, and cybersecurity considerations is strongly preferred.
Familiarity with service management, CRM, and professional services automation platforms such as Salesforce, Service Cloud, Jira, ServiceNow, ConnectWise, Certinia/PSA, or equivalent tooling is an asset.
Knowledge of ITIL-based support operations, incident/problem/change management, observability practices, and SLA-driven managed services environments is preferred.

Responsibilities

Develop and execute a multi-year services strategy and operating roadmap that advances the organization from reactive execution to standardized, metrics-driven, outcome-based delivery aligned with corporate growth objectives.
Define the target operating model across Professional Services, Support, NOC, Cloud Operations, Customer Success, and Training, including service catalog, engagement models, escalation paths, and ownership boundaries across the customer lifecycle.
Lead the incorporation of AI, workflow automation, knowledge management, and analytics into core service motions such as case deflection, triage, onboarding, project delivery, health scoring, and incident response to improve efficiency, predictability, and customer experience.
Partner with Product Management, R&D, IT, Security, and Sales leadership to ensure that product roadmap priorities, for serviceability, and ease of deployment architecture, as well as supportability requirements are reflected in both R&D commitments and execution.
Oversee the end-to-end delivery of all professional services engagements, implementation programs, onboarding activities, support operations, cloud service processes, and managed services commitments, ensuring they are delivered on time, within scope, in compliance with contractual obligations, and at target gross margin.
Establish and enforce delivery governance mechanisms including stage gates, project reviews, technical design reviews, resource management disciplines, and executive escalation processes for high-impact strategic customer programs.
Build scalable, repeatable delivery methodologies, statements of work, implementation playbooks, support runbooks, and training frameworks that increase scalability, improve quality, and shorten time-to-service.
Automate ticket management, incident response, root-cause analysis, service restoration, and problem management disciplines, including clear ownership of SLA attainment, backlog aging, response times, and resolution times.
Implement service performance dashboards and operating cadences that provide visibility into bookings, backlog, capacity, utilization, project margin, support case trends, renewal risk, and customer health.
Own services P&L performance, including revenue, gross margin, contribution margin, utilization, headcount productivity, subcontractor spend, and cost-to-serve.
Develop robust forecasting, budgeting, and reporting frameworks for bookings, revenue recognition readiness, delivery backlog, staffing demand, and margin performance, enabling proactive business decisions and resource balancing.
Lead disciplined change-order and scope-governance processes to ensure that out-of-scope work is identified early, documented, approved, priced appropriately, and converted into profitable revenue.
Continuously evolve the organizational structure, role clarity, spans and layers, and regional coverage model across Customer Success, Technical Support, Managed Services, Cloud Operations, and Technical Training to support growth, specialization, and scalability.
Create standardized operating procedures, knowledge transfer models, and tooling strategies across regions to ensure globally consistent execution between March Networks and Vivotek support staff.
Work cross-functionally with R&D, Product Management, and IT to improve serviceability, observability, deployment automation, release readiness, and support transition processes, outlining a clear vision for transforming the current services and platform offering into a differentiated, scalable, and efficient operating model.
Serve as an executive sponsor and escalation point for strategic customers and complex deployments, building trusted relationships that support adoption, retention, expansion, and long-term account value.
Partner closely with the Sales organization to strengthen the positioning, packaging, and attach rate of value-added services, recurring support, software, and managed offerings, while ensuring sold engagements are technically sound, commercially viable, and operationally deliverable.
Optimize customer lifecycle motions across onboarding, implementation, adoption, support, training, and renewal readiness to improve customer outcomes and reduce churn risk. Common SaaS customer success metrics used to manage this include churn, retention, NPS, CSAT, CES, and customer health scoring.
Manage strategic outsourcing, subcontracting, and service delivery partners, including partner selection, commercial terms, delivery governance, performance management, and compliance with quality and timeline expectations.