Vice President

Why we are hiring a VP

ITS
has been in operation since 2002 and has experienced significant growth over that time. As we continue to see our growth accelerate, we realize that our leadership now needs the addition of a solid leader to fill the position of Vice-President to help us be a market leader, to grow and to ensure our customers continue to receive the best customer service in our market.

About you

Ideally you will have had a minimum of 10 years of experience working in a senior technical role, reporting to decision makers in their current organization. Keen to take the next step up in their career, you not only want to earn more, you're hungry to have an equity stake in a business for your own long-term prosperity.

The VP will initially be responsible for overseeing the operations at ITS, ensuring the efficient delivery of IT services, driving operational excellence and supporting strategic growth objectives. The VP will champion a culture of customer-centricity and foster a culture of innovation and continuous improvement. This position demands an exceptional leader who can balance day-to-day operations with spending time with key customers and helping our people realize their full-potential.

Some qualities we think the successful candidate will exhibit are:

· Strong communication skills - they can take the complex and explain it simply

· Obsessive about excellent customer outcomes

· An alignment with our values of (1) exceptional customer service; (2) people and leadership development – we nurture and support our team in their personal and professional development; (3) accountability - it is at the heart of delivering great customer outcomes; and (4) maintaining trusting relationships; and

· a 'can-do' mindset. You're perhaps viewed as an 'all-rounder' and you're open to do a variety of work depending on the needs of the organization and our customers.

Key Responsibilities

· Operational Leadership: Direct the daily operations of the MSP, including service delivery, technical support, project management, and network operations. Ensure all departments align with the company's mission, goals, and service-level agreements.

· Strategic Planning: Collaborate with the executive team to formulate short-, medium-, and long-term operational strategies that drive business growth, profitability, and client satisfaction. Translate high-level goals into actionable operational plans.

· Service Excellence: Oversee the delivery of managed IT services such as cloud solutions, cybersecurity, infrastructure management, help desk support, and consulting. Establish best practices, KPIs, and benchmarks to maintain superior service quality.

· Team Leadership & Development: Build and lead high-performing teams across operations, engineering, support, and client services. Foster a positive work environment, promote professional development, and ensure skillsets align with business needs.

· Process Optimization: Analyze workflows, identify inefficiencies, and implement process improvements to boost productivity, reduce costs, and enhance client experience. Leverage AI to help us streamline operations.

· Client Relationship Management: Act as an escalation point for key clients and complex issues. Develop and sustain strategic relationships with clients, vendors, and partners. Champion a customer-centric culture throughout the organization.

As well as an ability to understand and contribute to:

· Financial Management, Risk & Compliance, Performance Analytics, Vendor & Partner Management, Incident Response Management and Culture & Engagement within the team.

Required Qualifications

· Education: Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field. Master's degree (MBA, MSc, etc.) preferred.

· Experience: Minimum 10 years of progressive operational leadership experience in IT service delivery, managed services, or a related field. Experience in the MSP sector, with direct responsibility for overseeing multi-disciplinary technical teams, is highly valued.

· Technical Acumen: Strong understanding of MSP offerings including but not limited to cloud computing, cybersecurity, virtualization, infrastructure management, and remote monitoring and management (RMM) platforms.

· Proven Track Record: Demonstrated success in optimizing operational performance, scaling service delivery, and driving strategic initiatives within a technology-intensive environment.

· Leadership Skills: Exceptional people management, communication, and conflict resolution abilities. Experience coaching and mentoring senior-level staff.

· Process Improvement: Proficiency in Lean, Six Sigma, ITIL, or other process improvement methodologies.

· Financial Acumen: Solid knowledge of budgeting, forecasting, financial analysis, and P&L management.

· Regulatory Knowledge: Familiarity with Canadian laws and regulations relating to data protection, privacy, and IT compliance.

· Client-Facing Experience: Adept at building and maintaining strategic client relationships through high-touch engagement and solution-oriented service delivery.

· Change Management: Experience leading organizational change and transformation projects.

· Analytical Thinking: Strong data-driven decision-making capabilities, with the ability to interpret complex metrics and trends.

Key Competencies

· Strategic Vision: Ability to see the big picture, anticipate challenges, and develop long-term operational strategies.

· Problem-Solving: Resourceful and creative in developing solutions to complex operational and technical challenges.

· Communication: Clear, concise, and persuasive communicator across all levels of the organization, clients, and partners.

· Resilience: Calm under pressure, with the ability to lead during periods of uncertainty or rapid change.

· Innovation: Passion for continuous improvement and adoption of emerging technologies.

· Collaboration: Skilled in building consensus and fostering teamwork internally and externally.

· Client Advocacy: Strong commitment to exceeding client expectations and delivering tangible business value.

Reporting Structure

The Vice-President reports directly to the CEO and collaborates closely with the CRO and CFO. The role oversees department managers in service delivery, support, engineering, and client services.

Success Metrics

· Achievement of targeted service-level agreements (SLAs) and client satisfaction scores

· Operational efficiency improvements and cost reductions

· Growth in managed services portfolio and client base

· Employee retention, engagement, and professional development

· Regulatory compliance and risk management outcomes

· Successful launch and adoption of new technologies/services

Compensation & Benefits

Total package: $160,000 to $220,000 depending on experience

Compensation is competitive and commensurate with experience, including base salary, performance incentives, and equity options for the appropriate candidate. The benefits package includes extended health coverage, paid time off, professional development allowance, and other perks.

Location & Working Environment

The position is based at offices in Vancouver, BC, with some remote work as an option. Some travel may be required to client sites, industry events, and partner meetings. The company values work-life balance, diversity, and a collaborative, innovative culture that empowers employees at all levels.

Application Process

Interested candidates should submit a resume and cover letter outlining relevant experience, leadership achievements, and their vision for operational excellence in an MSP environment to by Wednesday January 10
th
, 2026. Selected candidates will participate in multiple interview rounds, including executive panel interviews and case-study presentations with a view to commence work no later than mid-February 2026.

ITS is committed to fostering diversity and inclusion in the workplace and encourages applications from all qualified individuals.

This position is open to candidates who are currently residing in BC or who have confirmed plans to relocate here in the near future. Applicants must be legally eligible to work in Canada.