About the role: The Senior Vice President of Operations
role is to ensure the successful execution of the company’s
business mission through the development of all of the service and
related support departments. This requires executing and developing
the company’s service and product offerings and driving
risk-mitigated growth. The SVP, Ops will oversee and manage all
aspects of the company’s service business units (Managed Services,
Professional Services, Help/Service Desk Services & Professional
Services). The SVP, Ops is responsible, in partnership with the
Chief Revenue Officer (CRO), for ensuring individual and collective
profitability and growth of each of these core business units. The
following departments/business functions will be under the purview
of the SVP, Ops: Strategic Operations, Technical Engineering
Center, Field Engineering, Professional Services, and Remote
Managed Services. This position reports to the CEO.
Create departmental business plans, designed to meet the
company’s overall business strategy, and direct their successful
Develop and oversee the service and support departments.
Manage and assume full responsibility for four departmental
P&Ls, the results of which will drive a material portion of
Ensure operational efficiency, effectiveness, and excellence,
resulting in consistent profitability of all service
Serve as a member of the executive leadership team to
successfully execute the strategy of the company and meet the
company’s financial and operational objectives.
Attend regular leadership meetings and provide reporting on the
service and support departments.
Recruit, train, develop, and retain the company’s technical
Manage the staffing levels and organizational structure for
technical departments under your area of responsibility to meet
organizational needs and optimize efficiency and efficacy.
Lead the team of employees who are accountable for delivering
all IT services by building career development plans and making
sure the team understands their goals/career path and have regular
Build effective service delivery teams, across the related
Collaborate with the appropriate departments to develop and
maintain a technology plan that supports the needs of target
Drive near-term traction in root cause analysis and automation
and lead an effort to identify changes to existing tools & systems
and additional tools & systems to drive significant improvement in
Anticipate and react to major technology changes to ensure the
company and its leadership maintain a competitive edge with target
Identify trends and create resolution plans to address service
delivery issues as they arise to assure that services exceed
customer expectations, as measured by maintaining a high average
Net Promoter Score (NPS).
Ensure consistency of existing systems (i.e., tools) by
enforcing standards/procedures for implementing new solutions,
technology stacks, and service factories.
Work with other executives to define and deliver new services
and product offerings.
Escalate service and support department issues to the CEO or
other executives as required.
Develop in-depth knowledge of the solution sets and how it
relates to customers’ needs.
Conduct performance evaluations and provide coaching and
Review IT publications and online materials to remain up-to-date
with current and future technologies emerging in the industry.
Assess client feedback to develop quality improvement
Structure and implement effective incentive compensation
Identify, track, and report on key departmental metrics
Previous experience running the operations of high operational
maturity help desk, service desk, field engineering, professional
services, and MSP / MSSP operations – i.e., with Gross Margins of
at least 45% and ideally higher.
10+ years of IT experience.
5+ years of business management experience.
Skilled at leading people and getting results with a strong
Demonstrated ability to interpret market trends as a foundation
for planning and product roadmaps.
Knowledge of IT applications, processes, software, and
Strong organizational and presentation skills.
Skilled in strategic planning with an ability to think ahead and
plan over a 1-3 year time span.
Adept at planning and preparing written communications.
Strong interpersonal skills such as stellar communication,
organization, active listening, and customer care.
Ability to multi-task and adapt to changes quickly.
Service awareness of all organization's key IT services for
which support is being provided.
Understanding of support tools, techniques, and how technology
is used to provide IT services.
Self-motivated with the ability to work in a fast-moving
Ability to work effectively with sales and finance teams.
A proven track record of building high functioning teams and
training, mentoring and promoting team members.
The desire and ability to foster a positive company culture.
A Bachelor’s Degree, preferably in business administration or
Preferred but not required:
Previous experience in senior management for a >$50M Revenue
Managed Services Provider (MSP) company.
Experience managing a P&L business unit with revenues
greater than $25 Million.
Previous experience in a Director of Managed Services, Director
of Professional Services, VP of Operations or related role.
Dataprise is an Equal Opportunity Employer.
Are you located in the Washington, DC metro area or are you
willing to relocate to the Washington, DC area if offered this
Do you have current or past experience working for a Managed
Services Provider (MSP) or Managed Security Services Provider
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