VP, Managed Services

IT Solutions Consulting LLC

About The Position

The Vice President, Managed Services partners seamlessly with the Client Management Office, Professional Services, and Sales teams to support generating, retaining, and growing revenue and ensuring contracted services are delivered to customers in a consistent and professional manner. The VP, Managed Services is responsible for building, leading, and developing, managed services teams and strategies to achieve operational objectives, scale, and growth in line with company vision and values. Focus on high client satisfaction, retention, and continuous improvement to optimize operational delivery and margin efficiency will be key measurements of success.

Requirements

Forward-thinking and proactive with strong leadership skills, including, Team building and people development skills, are essential.
Knowledgeable of administration and management principles, specifically in; strategic planning, resource allocation, leadership technique, production methods, and coordination of people and resources.
Extensive knowledge of managed IT services delivery at scale, technology, and design.
Strong financial acumen and P&L management.
Effective and efficient quality control analysis and troubleshooting skills.
Excellent oral and written communication skills including strong presentation and negotiation skills.
Solid knowledge of customer management practices and strong customer service skills.
Analytical approach to resolving complex issues or opportunities.
Ability to remain calm and effective in high-stress situations.
Ability to balance priorities of multiple requirements from multiple people.
Ability to be socially perceptive and be attentive to others’ reactions and why they respond as they do.
Strong critical thinking, complex problem-solving, appropriate judgment, and decision-making skills.
Ability to sense and forecast problem areas.
Ability to see details at a close range.
Ability to be conversant about the company, its solutions, and product strengths, weaknesses, opportunities, and threats.
Works well with team members and cross-departmentally; excellent interpersonal skills.
Knowledge of human resource principles and procedures, specifically in; personnel recruitment, selection, training, and personnel information systems.
Strong working knowledge of Microsoft Office required.
Bachelor’s Degree in a related field or experience equivalent
5+ years’ experience in IT Outsourcing senior leadership
Developing and implementing operational improvements and staffing plans to support growth and new service offerings.
Process optimization and delivery excellence.
MSP organizational design and know-how.
Building a management team with adequate bench strength.
Working with and supporting senior executives and Information Technology Infrastructure Library (ITIL) based processes.
5+ years experience in IT outsourcing operations and / or leadership.
Experience in managing datacenter operations and cloud services delivery
Experience in IT operations automation and AI implementations
ITIL Foundation or Master certified

Responsibilities

Business & Workforce Strategy
Develops long-range staffing and resource planning for growth and new service offerings inclusive of offshoring and leveraging strategic delivery partners.
Optimize regional and centralized delivery models to ensure adequate response times and best resource workload assignments that balance the need for local agility with National presence.
Analyzes team utilization and performance to execute strategies that maximize service quality and efficiency
Ensure budget and talent needs are aligned with business strategy and industry best practices. P&L responsibility for the Managed Services business, with emphasis on revenue growth and margin expansion.
Supports annual operating planning and budgeting initiatives to plan, track, and manage departmental spend in line with established financial targets and metrics.
Partners with Leadership and Finance to develop financial reports to assess the overall health and profitability of Managed Services.
Diagnoses shortcomings in departmental financial objectives and proposes and implements remediation strategies, reporting approach and results at the senior executive level.
Works with key personnel and partners to drive business development opportunities and ensure that the product portfolio is relevant.
Leadership
Demonstrates and actively promotes an understanding and commitment to the mission of IT Solutions through performing behaviors consistent with the organization's values.
Coaches and reviews the performance of all direct reports and ensures that staff are guided, trained, and developed to maximize individual and collective performance.
Partners with HR and leadership team in development and training efforts to maximize retention of top talent and support internal mobility.
Manages problem resolution to troubleshoot all employee and customer satisfaction issues.
Provides direct supervision and accountability, including hiring, training, assigning work, managing performance, addressing employee issues, and ensuring compliance with company policies and applicable laws.
Operational Management
Responsible for leading the overall Managed Service environment including:
24x7 Service Desk, Proactive/NOC, Data Center/Cloud
Service level management / reporting
System and process engineering systems
Data center operations
Deployment service center and staging area
Works with IT Solutions partners (internal and external) to support offerings development, offerings enhancement, and offerings integration into the ITS Managed Services business.
Works across the organization to design, create, and present business solutions to improve client customer satisfaction and retention.
Implement delivery pods that align Managed Service clients into a subset of delivery teams supporting vertical and client intimacy requirements, while still working within a scalable model that reuses and applies processes consistently across teams.
Oversees quarterly assessments of Managed Services to ensure operational and financial goals are met.
Develops and reports on metrics that enable effective measurement of key performance indicators.
Evaluate operational tooling requirements and ensure deployed tools are fit for purpose and in-line with the longer-term strategic objectives of the business.
Ensure Security services are a core component of our services DNA.
Quality & Continuous Services Improvement
Track service profitability and build improvement plans that are implemented into the operational model
Ensure a high quality of services is delivered leveraging industry best practices (ITIL v4)
Works with Product Management organization to operationalize new or enhanced offerings/services prior to launch with a focus on people, process, and technology.
Establishes and tracks KPI’s to support Quality and Services Improvement
Meets with customers on a regular basis to ensure service levels are being met and customer satisfaction targets are being met
Develops relationships with key customers and vendors and ensure customer satisfaction targets are achieved and maintained
Actively engages in client escalations and remediation plans / activities.