VP of Managed Services Operations

VP of Managed Services OperationsLocation: New York City, Fort Lauderdale, London, or Remote (U.S. based)About Chelsea Technologies:Chelsea Technologies is a high-performance Managed Services Provider (MSP) supporting clients in alternative investment, private equity, and aviation sectors. With offices in New York City, Fort Lauderdale, London, and Abu Dhabi, we deliver white-glove IT, cybersecurity, and cloud solutions that combine deep technical expertise with exceptional service. At the core of our operations is an unwavering emphasis on delivering the absolute best customer experience—measured not only by satisfaction but by speed, clarity, and ownership. We are actively evolving a service delivery methodology that prioritizes first-touch resolution, ensuring our clients receive prompt, knowledgeable, and decisive support from their very first interaction.Position Overview:Chelsea Technologies is seeking a results-driven Director or VP of Managed Services Operations to lead and evolve our Managed Services organization. This role owns the performance, structure, and continuous improvement of our technical support delivery while collaborating closely with peers in engineering, cybersecurity, and client success.As a senior leader, you will oversee a team of 30–40 technical professionals and pod leaders, ensuring delivery excellence, team scalability, and client satisfaction. You’ll shape the strategy and execution of how services are delivered, how we report on performance, and how we grow.Key Responsibilities:Service Operations & Leadership:Lead day-to-day operations across service desk, support pods, and client engineering teams.Own delivery execution through HaloPSA, including SLAs, escalations, ticket workflows, and reporting.Define and implement first-touch resolution strategies to drive client satisfaction and efficiency.Establish and manage operational KPIs (MTTR, FCR, CSAT, backlog aging, utilization, etc.)Drive consistency, documentation, and repeatable delivery processes across pods.Maintain a high standard of accountability, teamwork, and client focus across the organization.People Management & Team Development:Coach and mentor 3040 staff including team leads, pod managers, and support engineers.Conduct regular performance reviews, career path planning, and succession development.Champion employee retention and engagement while scaling hiring for growth.Strategic & Cross-Functional Alignment:Collaborate with Engineering, Cybersecurity, Compliance, and Project Management to deliver seamless services.Partner with Sales and Account Management to support pre-sales and QBRs for existing clients.Translate business growth into hiring, tooling, and process decisions across the delivery organization.Financial & Operational Planning:Build and manage budgets and recurring revenue streams.Own budgeting and resource forecasting for Managed Services.Optimize team structure, shift coverage, and capacity models for 24x7 support when applicable.Identify opportunities for automation, cost reduction, and service improvement.Analyze operational data for improvements; implement automation and system enhancements.Monitor and report metrics to executive stakeholders.Client Experience & Executive Reporting:Act as senior escalation point for critical issues and executive client escalations.Own service delivery reviews and executive reporting (monthly/quarterly business reviews).Ensure onboarding of new clients follows a structured, high-touch transition into Managed Services.Security & Compliance Integration:Partner with internal and client-facing cybersecurity teams to ensure compliance alignment.Maintain a Zero Trust mindset and reinforce security awareness within the delivery organization.Qualifications:10+ years of leadership in IT Managed Services or external-facing IT operations.5+ years managing technical teams (30+ FTEs) and operating at the senior leadership or VP level.Proven experience delivering and scaling managed services within a high-touch or high-compliance environment.Expertise using a PSA platform to manage service operations.Strong command of SLA creation, KPI reporting, and ITIL-based delivery best practices.Experience aligning delivery teams with cybersecurity, compliance, and governance frameworks..Comfortable owning budgeting, resource planning, and cross-functional coordination.Exceptional communication, leadership presence, and customer relationship skills.Bachelors degree in IT, Engineering, Business, or related discipline (Masters or ITIL certification a plus).What We Offer:PTO and paid holidays.Comprehensive benefits including medical, dental, vision, and 401(k).High-impact leadership role with room for innovation and influence.A collaborative environment that values autonomy, accountability, and innovation.Supportive executive team and strong internal partnerships across disciplines.If you're passionate about leading high-performing teams, driving operational excellence, and delivering legendary service—this is your next move.Apply now to join Chelsea Technologies and help shape the future of premium IT service delivery.