Vice President – Technology & Operations (MSP)

Job Description:

Role Summary:

We are seeking a dynamic and experienced Vice President – Technology & Operations to lead our Managed Services business, overseeing all technology towers, including VDI, Data Center (Server/Network), and EUC Support. The role demands expertise in technology operations, client management, P&L ownership, pre-sales, and strategic leadership. The ideal candidate will drive service excellence, enhance customer relationships, and ensure profitable growth while staying ahead in the ever-evolving MSP landscape.

Key Responsibilities:

Technology & Operations Management:

• Oversee end-to-end technology operations across VDI, Data Center (Server/Network), and EUC Support.
• Drive automation, standardization, and optimization of service delivery to ensure high availability and performance.
• Ensure ITIL best practices and governance frameworks are implemented across service towers.
• Establish and monitor SLAs, KPIs, and operational metrics for service excellence.
• Lead incident, problem, and change management to minimize downtime and service disruptions.
• Keep up with emerging technologies and industry best practices, ensuring continuous innovation.

Client Engagement & Relationship Management:

• Act as the primary escalation point for key clients, ensuring proactive communication and issue resolution.
• Drive regular client reviews, ensuring alignment with business objectives and SLAs.
• Build and nurture long-term client relationships, enhancing customer satisfaction and retention.
• Collaborate with clients to identify opportunities for service enhancements and upselling.

P&L Management & Business Strategy:

• Own P&L responsibility, ensuring profitable growth and cost efficiency.
• Develop annual budgets, forecasts, and financial plans for the technology services division.
• Identify and implement cost-saving measures while maintaining service excellence.
• Lead contract negotiations and renewals, ensuring favorable terms for the organization.

Pre-Sales & Solution Architecture:

• Partner with the sales and pre-sales teams to develop competitive and scalable service offerings.
• Provide technical leadership in RFP responses, client presentations, and solution demonstrations.
• Define service pricing models and ensure alignment with market trends and customer needs.

Team Leadership & Development:

• Build and mentor high-performing teams across multiple service towers.
• Foster a culture of continuous learning, innovation, and collaboration.
• Ensure team members stay updated with the latest certifications, tools, and best practices.
• Drive initiatives to enhance employee engagement, retention, and performance.

Required Skills & Qualifications:

Technical Skills:

• Strong expertise in VDI, Data Center (Servers/Networks), and EUC Support.
• Knowledge of cloud platforms (Azure, AWS, Google Cloud) and hybrid environments.
• Experience with ITSM tools (ManageEngine, ServiceNow, BMC Remedy, etc.).
• Experience with Monitoring tools (ManageEngine, Solarwinds etc.).
• Strong understanding of IT Infrastructure, compliance, and regulatory frameworks.
• Experience in infrastructure automation, monitoring.
• Deep understanding of networking (LAN, WAN, SD-WAN, MPLS, firewalls, VPNs, load balancers).
• Deep understanding of Wintel (Server, AD/GPO), Storage, Messaging & Collaboration, NOC Ops, DWP Technologies etc.

Soft Skills:

• Strategic thinker with a strong business acumen.
• Exceptional leadership, team management, and stakeholder engagement skills.
• Strong negotiation and influencing abilities to drive results.
• Customer-centric approach with a deep understanding of client needs.
• Ability to thrive in a fast-paced, high-pressure environment.
• Excellent communication and presentation skills.

Educational & Experience Requirements:

• Bachelor’s or Master’s degree in Computer Science, IT, Engineering, or a related field.
• 20+ years of experience in IT infrastructure & managed services, with at least 5+ years in a leadership role.
• Proven track record of managing multi-tower technology operations in an MSP environment.
• Experience handling P&L, client relationships, and large-scale IT operations.
• Relevant certifications (ITIL, PMP, CISSP, CCNP, VCP, AWS/Azure/GCP Architect) are a plus.