Carex is partnering with an IT Solutions partner
Summary
The Vice President, Managed Services is a senior leadership role responsible for building, integrating, and scaling a high-performing Managed Services organization. This role will unify legacy operations, acquired capabilities, and cross-functional teams into a cohesive delivery model that drives consistency, accountability, and growth. This leader will play a critical role in advancing Managed Services as a strategic priority by aligning service delivery, sales, operations, and customer success to deliver strong business outcomes and an exceptional client experience. This role is hybrid in Chicago or Boston.
What You’ll Do
- Lead the integration of service desk, infrastructure operations, legacy MSP functions, and acquired teams into a unified Managed Services organization
- Establish clear organizational structure, roles, and accountability across Service Desk & End User Services, Infrastructure Operations & NOC, Service Delivery & Client Success, and Platform & Tools
- Drive a culture centered on collaboration, transparency, and operational accountability while eliminating silos and inefficiencies
- Own and evolve the Managed Services strategy in alignment with growth objectives and market positioning
- Partner closely with Solutions and Sales leadership to ensure alignment between what is sold, delivered, and operationally supported
- Build and scale a repeatable, standardized delivery model capable of supporting SMB and mid-market customers
- Act as the primary connector across Sales, Solutions, PMO, Service Operations, and Field Services to ensure seamless handoffs and execution
- Standardize onboarding, delivery workflows, escalation paths, and documentation to create a scalable “factory” model
- Develop and execute a roadmap for 24×7 service delivery, including after-hours support, runbook execution, and offshore integration
- Own customer outcomes by improving satisfaction, retention, escalation management, and overall client experience
- Drive financial performance including P&L ownership, margin improvement, cost optimization, and utilization discipline
- Partner with Finance and Analytics to assess profitability, identify margin leakage, and enforce operational rigor in time tracking and scope management
- Build, coach, and develop a strong leadership bench capable of scaling with organizational growth
What You’ll Bring
- Proven experience leading and scaling Managed Services or IT services organizations in complex, multi-entity environments
- Demonstrated success integrating teams, processes, and technologies into a unified operating model
- Strong business acumen with experience owning P&L, driving margin improvement, and optimizing cost-to-serve
- Ability to build and operationalize scalable service delivery frameworks and standardized offerings
- Experience establishing or maturing 24×7 service delivery models, including offshore or distributed team structures
- Exceptional cross-functional leadership skills with the ability to influence across Sales, Solutions, Operations, and PMO
- Strong focus on customer outcomes, including experience improving CSAT, retention, and service quality
- Track record of building high-performing leadership teams and developing future leaders
- Data-driven mindset with the ability to leverage metrics and analytics to drive decision-making and accountability
- Excellent communication, relationship-building, and organizational alignment skills
Carex Consulting Group is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity, or Veteran status.
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