VP of Technology Services
- Own the P&L for Managed Technology Services: annual planning, pricing strategy, mix/margin optimization, forecasting, and performance management down to unit economics.
- Define a multi-year portfolio strategy and roadmap aligned to company objectives; articulate target outcomes, required investments, and value realization for corporate and property stakeholders.
- Establish and review portfolio KPIs (ARR/MRR, gross margin %, attach/upsell rate, logo retention, NPS/CSAT, SLA compliance, incident response, first-time-fix, backlog health, etc).
- Own the tiered managed services and adjunct offers—including but not limited to: Network & Endpoint Management; Server Hosting & Support; Resilient System Design; Antivirus; Domain/DNS; Email Management; Security Awareness & Phish Testing; Vulnerability Management; DMARC; Compliance & Audit Support; Vendor & ISP Management; Printer Procurement/Leasing; POS Patching/Maintenance/Support/Training; Executive Account Management; Priority Incident Handling; On-Site Technicians; First-Response SLAs; Responsive Critical On-Site Support; Phone System Support; Major Event coverage.
- Maintain clear service definitions, SLAs/SLOs, responsibilities (RACI), runbooks, and acceptance criteria for each offer; ensure smooth service transition into operations with complete documentation and training.
- Continuously refine pricing & packaging to improve competitiveness and margins while preserving client value and service quality (e.g., tier features, response times, on-site options).
- Develop and execute the GTM strategy for Managed Technology Services: ICPs, value propositions, competitive positioning, and commercial constructs.
- Partner with Sales and Marketing to build playbooks, collateral, proposals/SOW templates, case studies, and ROI/TCO tools; enable the field through training, certifications, and deal support.
- Establish a disciplined pipeline and forecast cadence, improve win rates, and manage renewal/expansion motions through Customer Success and Account Management.
- Lead day-to-day operations for managed services—major incident command, problem/change management, capacity planning, and continuous improvement—meeting or exceeding SLAs/SLOs (e.g., first response windows, priority handling, event coverage readiness).
- Drive standardization of tools, processes, and documentation across properties and corporate environments to ensure reliability, scalability, and consistent experiences.
- Oversee quality assurance (runbook audits, post-incident reviews, root-cause trend elimination) and customer health (NPS/CSAT, adoption dashboards, executive business reviews).
- Ensure managed offers and operations adhere to security-by-design, including email security and DMARC governance for managed domains, awareness programs, vulnerability management, and audit support aligned to corporate standards.
- Collaborate with Enterprise Security to align on control frameworks, incident response interfaces, and documentation/retention expectations.
- Optimize the vendor ecosystem (e.g., ISPs, POS and telephony partners, security platforms) for performance, cost, and contractual leverage; set scorecards and escalation paths.
- Evaluate and onboard strategic partners to accelerate capability expansion and GTM reach.
- Publish executive dashboards on revenue/margin, delivery performance, customer health, and risk posture; institute leading indicators for churn prevention and margin erosion.
- Build and lead a high-performing team across product management, service delivery, customer success, and sales engineering; develop talent pipelines and succession plans.
- Foster a culture of operational rigor, accountability, and customer obsession.
- Revenue / Margin: Achieve portfolio revenue and gross margin targets; improve blended margin via pricing, mix, and efficiency.
- GTM: Increase win rate and attach/upsell penetration across properties; deliver complete enablement (playbooks, proposals, ROI tools) and consistent forecast accuracy.
- Delivery: SLA attainment; reduce mean time to respond/resolve; cut tickets/user and improve first-time-fix.
- 10+ years in managed services/MSP or technology services, including 5+ years in multi-site or property-centric environments with full P&L accountability.
- Demonstrated success designing, pricing, and scaling tiered managed service portfolios and leading GTM with Sales/Marketing to drive ARR/MRR growth.
- Proven operations leadership: incident/problem/change management, SLA/SLO governance, capacity planning, and continuous improvement at scale.
- Strong commercial acumen, product management and executive communication skills.
- Hands-on familiarity with portfolio elements such as Network/Endpoint/Server Management, Email and DMARC governance, Security Awareness/Phish Testing, Vulnerability Management, Telephony/Call-flow, POS support, and event/on-site services.
- Experience in hospitality, golf/resort, retail, or similarly distributed operations.
- BS in Information Systems, Computer Science, Engineering, or related field; MBA preferred.
- Relevant certifications: ITIL, PMP/Prince2, CCNP/Network-focused, and/or security-adjacent credentials as applicable to managed services leadership.
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