Company: Software Services, Los Angeles, CA
Remarks:
Company is seeking an experienced Vice President, Managed Service Providers (MSP).
The MSP Leader will be accountable for management and growth of our Global MSP business ensuring MSPs receive the highest level of sales, service and support.
This position is responsible for directing the operations and ensuring structured processes and procedures are implemented and executed to enable optimal service delivery.
This individual will develop strategic direction for managed services, recruit partners, build offerings, develop pricing, and align operations with industry best practice frameworks.
The ideal candidate must have a proven track record of developing, building and transforming formal Managed Services models.
In addition, experience defining, building and growing teams as well as service pricing, defining operational procedures, setting service standards, defining and reporting SLA’s, KPI’s are all critical for this role.
How you will make an impact:
• Recruit new MSP partners through executive relationships
• Plan, organize, and manage a global team to assure appropriate coverage to meet business needs and Service Level Agreements (SLAs) and to achieve excellence in customer service and satisfaction
• Instill a high-performance culture in the team with a focus on teamwork, service excellence and ownership for resolving partner issues
• Define pricing and new offerings
• Work closely with the Services team to ensure new customers are on-boarded with seamless handover
• Ensure teams are skilled, trained and developed to enable them to deliver high quality service and support
• Responsible for overall Managed Services strategy and GTM
• Achieve consistent customer satisfaction ratings and respond appropriately to customer feedback on areas for improvement
What you need to be ready:
• Strong briefing, written and verbal communication skills
• 10+ years of experience in enterprise MSP management
• 4+ years in a management position with P&L responsibility as well as experience supporting 24X7 critical Managed Services offering services
• Proven track record of scaling Managed Services function and exceeding financial targets
• Experience in building and running a Managed Service offering
• Strong knowledge of best practices for Managed Services application/solution maintenance and optimization
• Experience supporting a SaaS, IaaS and PaaS solution in a Managed Services environment
• Excellent management skills, with the ability to delegate and manage multiple priorities while fostering positive relationships
• Dedication to Employee enrichment, improvement and career growth
• Demonstrated ability to identify, articulate and prioritize implementation of strategic objectives
• Demonstrated ability to operate at the highest level of integrity, professionalism, and forthrightness
• Demonstrated fiscal responsibility/accountability in managing overall project budgets
• Flexibility and adaptability to meet changing scope and resource situations
• Strong analysis, change control, task management, time management and risk identification skills
• Outstanding business and technology acumen
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