Retained - Sr. Vice President, IT Managed Services

Job Description

Insight Global is looking for a Senior Vice President of Managed IT Services to lead the complete Managed IT Services organization for a healthcare-focused technology company. This executive will own 24/7 service delivery across Tier 1, Tier 2, Tier 3, and the Network Operations Center. The SVP will be responsible for the people, processes, technology, operating model, and performance standards required to deliver reliable and scalable services to external clients. The executive will evaluate and improve the organizational structure, leadership team, staffing model, support coverage, escalation process, service-management practices, and technology stack. The SVP will establish clear accountability across the organization and ensure staffing levels and technical skill sets align with client demand, contractual commitments, growth forecasts, and financial targets. The SVP will partner with the COO and Finance to develop budgets, forecasts, operating plans, and financial targets. The executive will manage labor, overtime, contractors, vendors, tooling, licensing, and other operating expenses while identifying opportunities to improve labor utilization, cost to serve, productivity, and service margin. This person will also establish executive scorecards and operating reviews that measure:

• SLA performance
• Response and resolution times
• Backlog health
• First-contact resolution
• Reopen rates
• Escalation trends
• Client satisfaction
• Service quality
• Productivity
• Labor utilization
• Cost efficiency The SVP will be the executive owner for major service issues and client escalations. The person will work directly with senior client stakeholders to establish recovery plans, rebuild trust, improve communication, and protect client retention. This executive will partner heavily with Project Management, Customer Success, Sales, Finance, and Cybersecurity to improve handoffs throughout the client lifecycle. The SVP will ensure that new clients, projects, technologies, and services transition successfully into steady-state support with complete documentation, training, operational readiness, and clear acceptance criteria.

Skills and Requirements

Minimum of 10 years of progressive experience in managed services, service delivery, technology operations, or a closely comparable environment Minimum of five years in senior leadership Must have led a true external MSP or comparable outsourced technology-services organization

• Multiple external clients, Contractual SLAs, Client retention responsibility, Commercial service delivery, Cost-to-serve or service-margin accountability Must have owned a large, 24/7, multi-tier service-delivery organization

• Tier 1 support, Tier 2 support, Tier 3 support, Network Operations Center, After-hours and on-call coverage Must have executive accountability for:

• Service quality, SLA achievement, Backlog health, Response and resolution performance, Major incidents, Client escalations, Root-cause analysis, Corrective actions Must have led a meaningful organizational or operational transformation

• Redesigned organizational structure, Standardized processes, Implemented new operating rhythms, Improved tooling or automation, Produced measurable service and financial results Must have strong financial and P&L experience

• Budgeting and forecasting, Headcount planning, Labor modeling and utilization, Cost-to-serve analysis, Vendor and contractor management, Technology spend, Service gross margin, Margin-improvement initiatives Must understand workforce capacity and organizational design

• Staffing models, Demand forecasting, Skill mix, Scheduling, Spans of control, Succession planning, Leadership development, Build, buy, automate, or outsource decisions Must have experience developing and managing:

• Service KPIs, Executive scorecards, Operating reviews, Performance targets, Data-driven improvement plans Must have working knowledge of:

• PSA or service-management platforms, RMM and monitoring tools, Documentation systems, Knowledge management, Workflow automation Must have personally handled major client escalations and executive recovery plans Must demonstrate executive presence while remaining close to operational details Bachelor’s degree in business, information technology, operations management, or a related field, or an equivalent combination of education and experience

• Direct leadership experience within an MSP supporting small and mid-market clients

• Healthcare technology experience

• Experience supporting healthcare or another highly regulated industry

• M&A or post-acquisition service integration experience

• Experience standardizing multiple acquired or legacy service organizations

• Private-equity-backed, acquisition-oriented, or high-growth company experience

• Experience improving project-to-support transitions

• Experience implementing automation that reduced manual work

• ITIL, PMP, Lean Six Sigma, operational excellence, or related certifications

• Advanced degree

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].