Senior Vice President, Managed Services

Accountabilities

You will take overall ownership of the managed services business, setting its commercial direction while developing the leadership team, strengthening client relationships, and ensuring operational and security standards support sustainable growth.

• Business Strategy and P&L Ownership

  • Own the managed services P&L, including monthly recurring revenue, net revenue retention, gross margin, and overall commercial performance.

  • Define and execute the growth strategy for the managed services business.

  • Partner with the Chief Revenue Officer to protect margins, optimize cost to serve, and structure commercially sustainable deals.

  • Monitor recurring revenue, retention, profitability, and client health, ensuring leadership has clear visibility into business performance.

  • Establish and execute strategies to improve retention, expansion revenue, and long-term account value.

  • Client Relationships and Commercial Growth

    • Own the managed client experience throughout the entire lifecycle, from onboarding and transition to renewal and expansion.

    • Build and maintain executive-level relationships with strategic enterprise clients.

    • Lead complex client discussions, service escalations, recovery plans, and renewal negotiations.

    • Develop Client Success into a driver of both customer retention and expansion revenue.

    • Ensure smooth transitions from Professional Services projects into ongoing managed services engagements.

    • Exercise sound commercial judgment when evaluating service credits, contract changes, out-of-scope requests, and margin trade-offs.

    • Represent the organization during enterprise client audits and discussions about delivery practices and operating models.

    • Operational Excellence and Security

      • Oversee the service operations function responsible for 24/7 delivery across managed Azure environments.

      • Ensure reliable service delivery and compliance with security standards established by the Chief Information Security Officer.

      • Maintain accountability for security performance, including patching, remediation, access reviews, and client audit readiness.

      • Partner with the CISO to address security gaps and ensure operational practices meet required standards.

      • Work with Product teams to define managed services requirements, establish platform roadmap priorities, and approve new capabilities before client release.

      • Leverage automation, artificial intelligence, and platform improvements to increase operational efficiency, service quality, and profitability.

      • Executive Collaboration and People Leadership

        • Lead and develop the functional leadership team across Service Operations and Client Success.

        • Partner closely with the CEO, Chief Revenue Officer, SVP of Professional Services Delivery, SVP of Technology, CISO, and Finance leadership.

        • Establish clear decision-making responsibilities, escalation paths, and cross-functional handoffs.

        • Build, develop, and retain high-performing teams across the United States and Latin America.

        • Mentor leaders, strengthen succession planning, and expand the capabilities of the organization.

        Requirements

        The ideal candidate is an experienced executive with a strong track record of managing a substantial recurring-revenue services business, combining commercial accountability, enterprise client leadership, and organizational transformation.

        • Demonstrated P&L ownership of a managed services, hosting, or IT services business with at least $15 million in revenue.

        • Direct accountability for recurring revenue, retention performance, and gross margin.

        • Extensive experience leading enterprise client relationships at the executive level, including renewals, escalations, difficult service discussions, and long-term account development.

        • Proven ability to improve client experience across the full customer lifecycle.

        • Strong commercial judgment and experience balancing revenue growth, deal profitability, service quality, and client satisfaction.

        • Demonstrated success leading organizations through significant change, such as business integrations, platform migrations, or the introduction of new delivery models.

        • Strong people leadership experience, including building, developing, and retaining leadership teams.

        • In-depth understanding of cloud managed services, with Microsoft Azure experience strongly preferred.

        • Excellent executive communication and stakeholder management skills, including the ability to raise difficult issues early, communicate risks clearly, and build confidence without overpromising.

        • Ability to collaborate effectively with executive peers and cross-functional teams while maintaining accountability for business outcomes.

        • Sound judgment, adaptability, and a proactive approach to solving complex commercial and operational challenges.

        Leadership Attributes

        • Humble: Demonstrates low ego and high impact, shares credit, accepts feedback, acknowledges mistakes, and prioritizes the strongest solution over personal recognition.

        • Hungry: Maintains high standards, takes initiative, continuously seeks opportunities to improve performance, and drives greater client value.

        • Mindful: Listens carefully, considers the broader impact of decisions, balances urgency with importance, and demonstrates empathy and situational awareness.

        Benefits

        • Competitive salary based on experience and qualifications.

        • Performance-based compensation program with additional bonus potential.

        • Generous 401(k) plan with a 100% company match on contributions up to 4% of salary.

        • 100% employer-paid health, dental, and vision insurance premiums for employees.

        • Company-paid life and accidental death and dismemberment (AD&D) insurance.

        • Company-paid short-term and long-term disability insurance.

        • Three weeks of paid time off, including vacation, personal time, and sick leave.

        • 11 paid holidays annually.

        • Paid community service leave for volunteering with organizations of personal importance.

        • Employee recognition and rewards program.

        • Fully remote work arrangement within the United States, with the option to work from a company office when local.

        • Opportunities to influence business strategy, lead organizational growth, and shape AI-enabled managed services operations.