Scantron is hiring a
SVP/VP Managed Services Operations

Summary

Join Secur-Serv, a leading managed services provider of IT, print, and hardware services, as the SVP/VP of Managed IT Service Delivery. This role requires strategic vision, operational excellence, and innovation to lead customer teams in service delivery and customer success.

Requirements

• Bachelor’s degree in business, computer science, or related field or equivalent work experience
• 10+ years of experience managing as a senior technical operations leader and/or other relevant roles
• 10+ years of experience in Managed IT service delivery including help desk service delivery/development including Tier 1 to Tier 3 support
• Extensive experience in transforming and optimizing processes to exceed organizational goals
• Deep expertise in building teams, scalable processes, and metrics-based management to achieve organizational and departmental goals
• 5+ years of experience of managing and achieving P&L goals/results
• Experience in M&A evaluations and successful integrations
• Proficiency and experience in Microsoft Office Products

Responsibilities

• Organize. Architect the services team to exceed industry standards and adopt best practices to achieve operational efficiency which supports an ambitious growth plan
• Responsible for ensuring the support team is structured in a way that maximizes availability for customers
• Processes. Develop and manage scalable best-in-class processes to support rapid growth across multiple products/solutions
• Design and implement processes, systems, and structures necessary to consistently deliver high-quality customer results
• Responsible for creation, management, and oversight of all SLAs. Provide guidance for standardized recommendations and best practices for each product
• Provide oversight for the implementation process and act as a point of escalation during integrations
• Data-Driven. Establish and communicate the KPIs and measurements across the services organization that drive continued improvement at all levels
• Manage the effectiveness and efficiency of services and performance by creating and monitoring standard, custom, and benchmark reports for all customers
• Identify gaps across the service organization and present solutions to align with organizational goals and metrics
• Execute. Establish service standards across the team and ensure product deployment is executed to meet all managed services commitments
• Responsible for the management of the support ticketing tool and support processes
• Participate in the evaluation of M&A opportunities and drive integrations as needed within the service organization
• Collaborate. Partner with the leadership team and participate in the leadership and execution of key cross-organizational initiatives, processes, etc
• Lead. Drive growth of team members, productivity and retention through improved training and education programs, performance management, and other initiatives that drive a highly inclusive and supportive culture yielding outstanding results

Benefits

• EPO medical plan option
• HSA medical plans with employer contributions to your HSA Account
• Dental
• Vision
• Company-paid life insurance
• Company-paid short- and long-term disability coverage
• 401K savings plan with a generous company match
• Tuition Reimbursement Plan which covers up to $5,250
• LinkedIn Learning platform to develop your skills and career