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.