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Vice President, Global Managed Services

1 month ago

Greater Toronto Area Canada, Ontario Pivotree Full time

Business Overview


Pivotree provides Build (Professional Services (PS)) and Run (Managed Services (MS)) services enhanced through the usage of Pivotree Products. Our Managed Services business (Run) encompasses our client’s technical (ITO) and business (BPO) environments. This business is enabled through Pivotree’s Control Tower product to provide real-time transparency into the supported environment(s). Control enables Pivotree to provide technical and business insights to not only manage but to optimize customer environments and business operations.


Pivotree is seeking a visionary and seasoned Global Managed Services Leader to lead, elevate, and transform our managed services division into a beacon of operational excellence.


Position Overview


Pivotree is looking for a Vice President, Global Managed Services reporting to the President of Pivotree.


This role will have primary responsibility across three main areas:


Growth


Will develop innovative growth strategies for Pivotree’s Managed Services business. Working with the Chief Revenue Officer, this leader will develop and execute a go-to-market strategy to drive new logo growth, penetration into legacy Pivotree PS accounts, and expansion of services into current MS customers.


Delivery Excellence


Will build a high performing team of delivery leaders to meet and exceed client expectations and business results. Working with the India Country Manager, this leader will ensure quality services are delivered using cost effective models such as global delivery model, optimized resourcing pyramid, fresher classes, and other programs. This leader will work closely with the Chief Technology Officer to drive AI/ML and other technologies to drive automation and other efficiencies to maximize margins.



Service Evolution


Will be responsible for maintaining and growing/evolving the MS service catalog. Working with the Chief Product Officer, this leader will work to develop and evolve Pivotree IP into products available to the market. This leader will also work closely with the Chief Financial Officer to monetize and develop pricing strategies based upon the value of the services being delivered and the efficiencies being achieved within the business.





A successful candidate will have experience working with customers to develop and execute strategies to modernize technical environments and business operations. Pivotree seeks a leader who can create and execute a dynamic vision to drive bookings with an emphasis on sales of Pivotree IP in a monthly recurring revenue (MRR) model..


We are looking for candidates having 18+ yrs of Industry experience with 8 + years of senior delivery leadership experience across consulting, IT outsourcing, and business process outsourcing. Candidates should have experience selling to C-suite executives in enterprise and upper mid-market customers and complex sales cycles and solutions with experience engaging in consultative engagements to build ITO and BPO strategies combining modernization and support. The ideal candidate is success-driven, fast-paced, works well in a diverse group and enjoys a high growth, dynamic and changing environment.


Key responsibilities


Strategic Vision & Leadership:


  • Forge a comprehensive strategic roadmap for the Managed Services division, aligning it with Pivotree's strategy
  • Nurture a culture of innovation and excellence, championing creativity, resilience, and the pursuit of best practices within the division.
  • Develop and guide the Managed Services leadership team to ensure strategic alignment and seamless execution.

Go-to-Market and Growth

  • Establish and maintain a service catalog comprised of IT and Business capabilities
  • Spearhead revenue-generating strategies, cross-selling opportunities, and expansion into new markets.
  • Develop dynamic pricing and contracting strategies to maximize margin and mitigate risks

Client Engagement and Relationship Management:

  • Cultivate and nurture deep, collaborative relationships with our diverse range of clients, acting as a trusted advisor.
  • Shape customized managed service solutions, ensuring they are tailored to individual client needs, and oversee their implementation.
  • Engage in high-level contract negotiations and serve as an escalation point for client concerns and challenges.

Operational Excellence and Efficiency:


  • Ensure that all managed services offerings adhere to relevant compliance standards and regulations by implementing and maintaining necessary processes and controls.
  • Lead the development and implementation of security measures to safeguard client data and systems, staying current with industry best practices.
  • Institute and optimize operational best practices across the managed services division, underpinning a commitment to service excellence and efficiency.
  • Empower your team to excel in day-to-day service delivery, maintaining a laser focus on KPIs, SLAs, and quality metrics.


Financial Management and Growth:


  • Develop and meticulously manage the budget for the Managed Services division, with a sharp eye on profitability and revenue growth.


Innovation and Technology Leadership:

  • Remain at the forefront of industry trends and emerging technologies, fostering a culture of innovation and adaptation.
  • Develop new capabilities and services to continuously evolve the service catalog to meet customer demands



Collaborative Leadership:

  • Forge seamless collaborations across multiple departments, including Sales, Professional Services, and Product Development.


Team Development and Mentoring:

  • Recruit, mentor, and empower a highly capable leadership team to execute on the division's strategic vision.




Qualifications


In addition to the qualifications mentioned in the previous job description, the ideal candidate should possess:


  • Proven experience in senior leadership roles, having 18+ yrs of Industry experience with at least 10+ years in managed services
  • At least 8+ years in senior leadership roles managing teams delivering full stack support services for clients (infrastructure, applications, data, etc).
  • 7+ years working with retail and manufacturing clients with specific emphasis on eCommerce, Order Fulfillment, and Data Management
  • A strategic mindset with a strong track record of successfully translating vision into action.
  • Demonstrated experience to modernize customers technical environments while supporting those environments
  • Demonstrated experience in drafting and negotiating pricing and contracting combining both modernization and support services
  • Exceptional interpersonal and negotiation skills, particularly in high-stakes client relationships.
  • A demonstrated ability to build, mentor, and lead leadership teams.
  • An innate ability to adapt to industry shifts and technological advancements.
  • Demonstrated ability to develop and implement successful service strategies.
  • Knowledge of industry regulations and security standards.
  • Has experience Modernizing IT workloads - transitioning from DC to AWS
  • Has demonstrated Transformation of IT solutions to improve value - less cost for the same benefit.


Defining Success: Key Performance Indicators


  • Year-Over-Year MRR growth (+25% CAGR)
  • Delivered margin at +60%
  • Documented strategies for operational efficiency (actions, timelines, benefits, etc.)
  • Product Roadmap for existing product evolution and new product development (along with CPO)


Team Members: Managed Services Leaders


Location: North America


Pivotree is an equal opportunity employer committed to diversity, equity, inclusion & belonging.

We are committed to the safety of all applicants and team members. With that in mind, we have implemented digital interviewing for everyone. Before you start with us, we will conduct a criminal record check, verify your employment, education, and check your references.