VP, Managed Services

About ITS: 

Do you have the CHOPS? IT Solutions lives its values: Client Success is Our Success, Hungry for the Journey, Ownership Thinking, Passionate Problem Solving, and Surrender the Ego. If your values align, we want you to be a part of a fast-growing Managed Service Provider specializing in providing high-end technology solutions to small and mid-market businesses. IT Solutions is a nationally recognized leader in the IT space, with over 25 years of experience and thousands of satisfied clients. Join and grow with us, as we continue to innovate new ways to help businesses Experience Excellence. 

Job Summary:

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.

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:

1. 24x7 Service Desk, Proactive/NOC, Data Center/Cloud
2. Service level management / reporting
3. System and process engineering systems
4. Data center operations
5. 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.