VP of Managed Services

Job Description

Job Description

Description:

The VP of Managed Services is a multi-faceted executive leadership role responsible for the overall success and growth of Arraya’s IT Managed Services division. This individual will own the entire customer lifecycle, from initial engagement and solution design to service delivery and long-term client satisfaction. This role combines pre-sales strategic leadership with post-sale operational execution to ensure a seamless client experience.

On the solutions side, they will have past experience co-developing sales and marketing strategies to expand and engage the prospect pool. They will have experience fostering opportunities at the enterprise level, engaging executive stakeholders and developing competitive bid packages. They will know how to conceptualize, build and promote Managed Services products that leverage Arraya’s growing platform of tools and applications.

On the operations side, they will have past experience building a scalable labor force to meet demand, establishing and maintaining sourcing partnerships globally. They will know how to develop and support a team of operational leaders to manage those resources. They will be well-versed in the application of industry standards and operational frameworks to drive utilization goals and meet target service levels. Finally, they will know meaningful performance indicators to document and share with clients to reinforce Arraya’s value.

The ideal candidate will be a visionary leader with a deep understanding of the MSP business model, a proven track record of driving revenue growth, and a passion for operational excellence and client success.

Responsibilities:

Strategic Leadership & Growth : Develop and execute the strategic vision for the Managed Services practice. Identify and pursue new business opportunities, and work closely with the sales team to design and present compelling, profitable solutions to strategic clients. Drive the growth of the business through both new client acquisition and expansion within the existing client base.

Operational Excellence : Lead and manage all service delivery functions, including service desk, network operations, infrastructure security and on-site support teams. Ensure service delivery meets or exceeds Service Level Agreements (SLAs) and client expectations. Implement best practices (e.g., ITIL) and leverage automation to optimize processes, improve efficiency, and reduce operational costs.

P&L Management : Own the full profit and loss (P&L) of the managed services division. Develop and manage budgets, forecast revenue, and ensure the profitability of all service contracts. Identify opportunities for cost optimization and revenue enhancement.

Client Relationship Management : Act as the senior-level executive sponsor for strategic accounts, building and maintaining strong, long-term relationships with key client stakeholders. Support Service Delivery Managers through the contract lifecycle. Serve as the primary point of escalation for critical issues and ensure prompt, effective resolution.

Team Leadership & Development : Build, lead, and mentor a high-performing team of functional managers, sales engineers, service technicians, team leaders and service delivery managers. Foster a culture of accountability, collaboration, and continuous professional development.

Product & Service Innovation : Stay ahead of market trends and emerging technologies. Work with the leadership team and product to define and develop new managed service offerings that meet evolving client needs and create a competitive advantage.

Cross-Functional Collaboration : Partner with sales, solutions, marketing, finance, and other departments to ensure strategic alignment and a seamless client experience from initial contact through ongoing service delivery.

Preferred Qualifications and Experience:

• 10+ years of progressive leadership experience within the IT industry, with a minimum of 5 years in a senior role at an IT Managed Services Provider (MSP).
• Demonstrated experience with full P&L responsibility for a business unit.
• Proven expertise in both pre-sale activities (solutioning, proposals, presentations) and post-sale operational management (service delivery, client satisfaction, retention).
• Deep technical understanding of IT Managed Services, including cloud computing, cybersecurity, network management, and IT support.
• Exceptional leadership, communication, and negotiation skills.
• Strong business acumen and analytical skills, with the ability to use data to drive strategic decisions.

Education:

• Bachelor’s degree in business, Information Technology, or a related field. An MBA is preferred (or equivalent business leadership experience).

Position Type and Expected Hours of Work:

• Full-Time
• Hybrid
• 40 hours per week

Working Conditions and Physical Requirements:

• Prolonged periods of being in a stationary position while working on a computer
• Must be able to move and/or lift up to 40 pounds at times
• Must be comfortable operating a computer and/or other office productivity machinery

Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change and/or be modified at any time.