Executive Vice President, Services

About Us: At Microserve, we are an industry leader in providing technology solutions to public and private sector clients across Western Canada. Headquartered in Burnaby, BC, with offices in Victoria, Calgary, and Edmonton, we employ over 450 team members, and are one of the largest technology solutions providers, recognized our ability to deliver and innovate to meet the changing needs of our clients. Position Overview Microserve is seeking an Executive Vice President of Services to lead our overall services organization – of over 275 employees - as we enter our next phase of growth and transformation. This newly created executive role reflects our commitment to continuously invest in the business and elevate the value we deliver to our clients. This is a hybrid role with location preference for the Greater Calgary, AB, Edmonton, AB, Vancouver, BC or Victoria, BC areas. Reporting into Microserve’s President and Chief Operating Officer, the EVP of Services will be responsible for overseeing the delivery and expansion of our entire services portfolio in a manner that drives operational excellence, service consistency, and profitability across all service lines. As a key member of the executive team, the EVP of Services will play a pivotal role in shaping Microserve’s future by: - Aligning service delivery with our long-term vision and client outcomes - Building scalable frameworks that support growth and innovation - Championing a culture of accountability, collaboration, and continuous improvement - Enhancing our ability to respond to evolving client needs and market dynamics The EVP of Services will lead all aspects of our services organization including teams in delivery, operations, service management, and customer success. They will collaborate cross-functionally with Sales, Technology, and Finance teams to ensure the successful execution of service strategies and customer outcomes. Key Responsibilities - Lead the day-to-day operations of Microserve’s services organization, ensuring consistent, high-quality delivery across all service lines. - Establish and uphold rigorous standards for operational excellence, with a strong focus on process discipline, performance metrics, and continuous improvement. - Drive service consistency and reliability across teams and geographies, ensuring every client engagement reflects Microserve’s commitment to excellence. - Collaborate closely with internal stakeholders to align service delivery with client expectations, business goals, and evolving market needs. - Monitor and optimize service performance, identifying opportunities to improve efficiency, reduce risk, and enhance client satisfaction. - Serve as a visible and values-driven leader, modeling Microserve’s culture and reinforcing our commitment to integrity, respect, and client-centricity. - Partner with sales, technology, and executive leadership to support growth initiatives and ensure operational readiness for new offerings and markets. - Own full P&L responsibility for the Services business, driving revenue growth and margin improvement. - Represent the services organization within the executive team, client engagements, and at industry events, contributing insights and recommendations that support strategic decision-making. - Establish and continuously improve service delivery frameworks, KPIs, SLAs, and customer satisfaction metrics. - Select and delegate effectively to senior and mid-level leaders within the services departments. Guide, evaluate, and develop the performance of those who report to them. - Build, mentor, and inspire a high-performing leadership team across delivery, operations, and customer success functions. - Stay informed about industry trends, competitive landscape, and market opportunities to guide strategic decisions and ensure the company remains competitive. Competencies: - Financial Acumen: Understanding and managing financial resources, budgeting, and accounting. - Judgment and Decision-Making: Analyzing costs and benefits of different actions to make the most appropriate choices. - Risk Management: Identifying, evaluating, and mitigating risks to protect the organization. - Data-Driven Decision-Making: Using data and analytics to inform and make decisions. - Operational Excellence: Leading and improving business processes to enhance efficiency and performance. - Leadership: The ability to motivate, inspire, and direct large teams and senior management. - Communication: Clearly and persuasively articulate the organization's objectives, policies, and decisions to various stakeholders. - Emotional Intelligence: Understanding and managing one's own emotions and those of others to foster empathy and build strong relationships. - Change Management: Leading and facilitating organizational change effectively. - Stakeholder Management: Building and maintaining relationships with various stakeholders, including employees, customers, and partners. - Complex Problem-Solving: Identifying and solving complex problems by evaluating options and implementing effective solutions. Experience & Qualifications - 15+ years of progressive leadership experience in IT services, including experience directly leading similarly sized or larger services organizations. - Proven experience managing a P&L; and achieving financial growth and operational excellence. - Deep understanding of service delivery models, SLAs, and operational best practices for enterprise clients. - Strong leadership and people management skills, with the ability to build high-performing, customer-centric teams. - Excellent communication and executive presence, with proven success influencing at the C-level. - Experience working with Canadian clients, particularly in Western Canada, is preferred. - Bachelor’s degree in Business, Engineering, or Computer Science; MBA or equivalent advanced degree is an asset. - Experience with CRM systems and tools - Experience with MS office suite - Experience with ERP systems