Vice President, MS Resolution Services

Role Overview

• Provide support in shaping and carrying out the long-term vision and strategy for IT Resolution Support Services. Ensure these efforts are consistently aligned with corporate objectives and growth targets.
• Collaborate with executive leadership and Managing Directors to set measurable outcomes, key performance indicators, and success benchmarks for the practice.
• Lead transformation initiatives that modernize service delivery, including the integration of automation, artificial intelligence, and scalable operating models.
• Monitor technology trends, customer requirements, and competitive opportunities to drive continuous evolution of the services portfolio.
• Direct comprehensive IT Managed Services delivery across Customer Service and Resolution Center functions, ensuring consistent and high-quality execution.
• Establish and uphold enterprise-wide service standards, KPIs, and reporting frameworks to promote accountability and transparency.
• Ensure fulfillment of service level agreements, contractual requirements, customer satisfaction metrics (CSAT/NPS), and financial performance objectives.
• Spearhead capacity planning and workforce strategy to optimize resource allocation and support organizational growth.
• Implement scalable processes, tools, and governance models to guarantee consistent service delivery across all client segments.
• Work closely with Sales, PreSales, PostSales, and Customer Success leadership to ensure alignment on forecasting, onboarding, and lifecycle service delivery.
• Support revenue growth by aligning with Managed Solutions, ensuring that services are delivered efficiently and profitably.
• Collaborate on designing solutions, pricing strategies, and service packaging to enhance competitiveness and customer value.
• Serve as an executive escalation point for key clients, ensuring timely and effective resolution of critical issues.
• Build, lead, and inspire a high-performing leadership team, fostering a culture of accountability, innovation, and ongoing improvement.
• Design and refine the organizational structure to support scalability, efficiency, and future expansion.
• Strengthen leadership capabilities through coaching, mentorship, and succession planning.
• Promote employee engagement, team morale, and a performance-driven culture throughout the organization.
• Develop and maintain best-in-class service management processes, documentation standards, and operational procedures.
• Encourage the adoption of advanced reporting, analytics, and business intelligence tools to facilitate data-driven decision-making.
• Lead continuous improvement initiatives aimed at automating and optimizing service workflows.
• Safeguard the integrity and effectiveness of service enablement tools, including agreements, statements of work, remote monitoring and management platforms, and reporting systems.
• Identify operational risks and implement proactive measures to mitigate them.
• Ensure compliance with corporate policies, contractual obligations, and relevant industry standards.
• Establish strong change management frameworks to support organizational agility and continuous evolution.
• Establish and nurture executive-level relationships with key customers and stakeholders.

Requirements

• Bachelor’s degree required; advanced degree (MBA or related field) strongly preferred, or equivalent combination of education and executive leadership experience.
• 12–15+ years of progressive leadership experience within managed services, IT services, or related environments, with at least 7+ years leading leaders in multi-tiered service delivery organizations.
• Proven executive-level experience within a Senior Managed Services Provider (SMSP) or similar recurring revenue model, with accountability for service delivery at scale.
• Demonstrated success owning or significantly influencing service delivery financials, including utilization, cost management, and gross margin performance.
• Deep expertise in ITIL frameworks and modern service management practices, with a track record of driving operational excellence, standardization, and continuous improvement.
• Proven ability to build, scale, and lead high-performing, multi-site and/or global teams, including developing leadership bench strength and succession planning.
• Strong experience aligning cross-functional teams (Sales, PreSales, Customer Success, and Delivery) to enable growth, seamless onboarding, and long-term customer success.
• Demonstrated success in establishing, operationalizing, and evolving KPI frameworks, including SLA performance, customer experience metrics (CSAT/NPS), and operational dashboards.
• Experience leading large-scale transformation initiatives, including automation, tooling optimization (PSA/RMM), and service delivery model maturity.
• Exceptional strategic thinking and execution skills, with the ability to manage multiple priorities while driving measurable business outcomes.
• Executive-level communication and stakeholder management skills, with experience engaging senior leadership, clients, and key stakeholders.
• High degree of business acumen, professionalism, and ability to manage sensitive and confidential information.
• Strong sense of urgency, accountability, and results orientation, with a focus on driving continuous improvement and operational rigor.
• Experience leading change management initiatives across complex, distributed organizations.

Benefits

• Full Benefits
• Medical
• Dental
• Vision
• 401K match
• 7 company holidays + generous PTO