Senior Vice President of Operations

Company: Dataprise, LLC
Location: Rockville
Posted on: September 16, 2020

Job Description:

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.

Position Responsibilities:

Create departmental business plans, designed to meet the company’s overall business strategy, and direct their successful execution.

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 incentive compensation.

Ensure operational efficiency, effectiveness, and excellence, resulting in consistent profitability of all service departments.

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 talent.

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 growth opportunities.

Build effective service delivery teams, across the related business units.

Collaborate with the appropriate departments to develop and maintain a technology plan that supports the needs of target customers.

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 current performance.

Anticipate and react to major technology changes to ensure the company and its leadership maintain a competitive edge with target customers.

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 mentorship.

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 processes.

Structure and implement effective incentive compensation plans.

Identify, track, and report on key departmental metrics (KPIs).

Position Requirements:

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 customer orientation.

Demonstrated ability to interpret market trends as a foundation for planning and product roadmaps.

Knowledge of IT applications, processes, software, and equipment.

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 environment.

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 related field.

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 position? *

Do you have current or past experience working for a Managed Services Provider (MSP) or Managed Security Services Provider (MSSP)? *

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Keywords: Dataprise, LLC, Rockville , Senior Vice President of Operations, Other , Rockville, Maryland