Vice President

Role & responsibilities

We are seeking a highly experienced and dynamic Vice President of Cloud Services and Support Services to lead and oversee our Service Desk, Network Engineering, Monitoring, and Project Management teams. This is a key executive leadership role overseeing staffing, scheduling, KPI adherence, and ensuring consistent, high-quality service delivery. This role will also serve as an escalation point for critical service issues and support pre-sales activities, motivating teams to achieve goals effectively and without conflict. The Senior Vice President will lead by example, fostering a culture of continuous improvement and excellence across the NOC and within the broader organization.

Key Responsibilities:

• Leadership and Strategy:
• Develop and execute strategic plans to enhance the efficiency and effectiveness of technology services and support operations.
• Provide visionary leadership to teams, engage in decision-making, and serve as a point of escalation. Be the face of Technology services while working with your counterparts in New York.
• Implement best practices and a continuous improvement process to enhance service quality and customer satisfaction.
• Implement AI and automation to enhance operational efficiencies and better utilize resources for other complex technical tasks.
• Hire talented resources and provide regular feedback to improve the performance and development of the team. Allocate resources effectively to meet operational and strategic goals.
• Participate in developing and managing budgets for cloud services and support operations.
• Service Desk Management:
• Oversee Service Desk operations to ensure issues are resolved timely and effectively, adhering to defined SLAs while maintaining high customer satisfaction.
• Provide day-to-day operations support to the team based on statistical analysis.
• Define effective rosters to maintain the 24x7 availability of resources across the teams.
• Design, establish, and monitor key performance indicators (KPIs) to measure the success of support operations. Implement corrective actions as needed to achieve performance targets.
• Define, develop, and maintain a skillset matrix and training structure for the team.
• Network Monitoring and Engineering:
• Oversee the Network Engineering team in designing and maintaining robust and scalable network infrastructure.
• Ensure network reliability, security, and performance to support business operations.
• Manage the NOC Monitoring team to proactively monitor networks, servers, and job performance to identify potential issues.
• Implement monitoring tools and processes to ensure network availability and minimize downtime.
• Project Management and Collaboration:
• Oversee the Project Management team to ensure the successful delivery of cloud services and support projects.
• Implement project management methodologies and best practices to achieve project goals and objectives.
• Provide regular reports to the Senior Management Team and ensure effective projects are managed effectively.
• Relationship Building and Communication:
• Develop and maintain strong relationships with clients and third-party technical contacts.
• Build strong internal relationships across departments, particularly with Sales and Business Teams, to support technical pre-sales activities.
• Foster a collaborative work environment and ensure effective communication across teams. Work closely with other departments to align cloud services and support strategies with overall business objectives.
• Represent Technology services in customer meetings and presentations, promoting understanding of Linedatas services and identifying business opportunities.
• Act as a role model and coach, fostering highly motivated teams that excel in achieving business and departmental goals.
• Work with the reporting team to provide weekly reports to the client and ensure effective management of issues as per the contracts.
• Provide reports to the Senior Management on customer satisfaction, SLAs, escalations, etc.

Qualifications

• Bachelors degree in computer science, Information Technology, or a related field. A master’s degree is preferred.
• Minimum of 14 years in technology management roles within a Managed Service Provider or similar environment, with extensive infrastructure management experience.
• Certifications: ITIL Foundation Certification is required; additional relevant certifications (e.g., Microsoft, AWS, or Azure certifications) are a plus.
• Proven experience in a senior leadership role within technology services and support operations.
• Strong knowledge of service desk management, network engineering, network monitoring, and project management.
• Excellent leadership, communication, and interpersonal skills.
• Ability to develop and execute strategic plans.
• Strong analytical and problem-solving skills.
• Experience with budget and resource management.
• Ability to work in a fast-paced and dynamic environment.

Advantageous Skills

• Demonstrated resilience and calm leadership, especially under pressure.
• Commitment to meeting and exceeding challenging performance standards.
• Experience managing large, complex teams with proven success in achieving results.
• Ability to work to tight timelines and in high-pressure environments.
• Excellent communication skills at all business levels.
• Proficiency in Microsoft O365, AWS, Azure, and Windows Server.

Preferred candidate profile

Perks and benefits