Position Overview

The Vice President, Managed Services leads Calian’s Managed Services (NOC/SOC) organization, driving operational excellence, customer success, and business growth. The role oversees service delivery, compliance, and strategy while ensuring strong collaboration with sales, delivery, and customer success teams.

Responsibilities

IT & Cybersecurity Managed Services

• Plan, direct, coordinate, and oversee operational activities in the organization, ensuring the development of people and implementation of efficient operations and cost-effective systems to meet current and future strategic growth objectives.
• Scale operations to a leading position as a provider of network and cybersecurity solutions to our clients.
• Identifies, recommends, and implements new processes, technologies, and systems to improve and streamline organizational processes and use of resources and materials.
• Ensures that departmental decisions and project plans, such as those for staffing, development, organization, material efficiency, hardware acquisitions, and facilities, are in line with the organization’s business plan and vision.
• Establishes, communicates, and implements operations-related policies, practices, standards, and security measures to ensure effective and consistent support and execution.
• Reviews and approves cost estimates and staffing requirements for projects.

Service Delivery

• Ensure that matrix resources work effectively together to deliver IT and Cybersecurity solutions on time and to the expected cost and quality, utilizing project management methodologies as appropriate.
• Implement process and build in controls for consistent delivery.
• Ensure the delivery of innovative products, services, and business capability to appropriate levels of quality, on time, and within budget.
• Engage with third-party suppliers, presenting requirements and, where appropriate, negotiating service requirements.
• Ensure quality assurance; key dependencies and interfaces between projects and workstreams.
• Working with business change management resources to ensure that change is fully compliant with the relevant change and financial controls.

Customer Success

• Leading and managing a customer success approach by establishing KPIs, customer metrics to track, and every other measurable score that effectively gauges the performance of the entire department.
• Enabling desired customer success outcomes by aiding renewal and retention managers, helping to expand revenue, and contributing to efforts to increase product adoption and other relevant CS metrics and health scores.
• Working with various departments to pin down customer lifecycles, correctly set the reach-out process, channels, and touchpoints, and helping the CS team work productively with these processes.
• Review and adjust all CS processes: onboarding, training, service, support, management, advocacy, upsell/cross-sell, renewals, and offboarding.
• Perform various business reviews.
• Manage customer relationships and help others maintain and improve their respective customer relationships.
• Implement a customer-first approach throughout the organization and demonstrate the value of customer success from a business perspective.

Other duties are required within the context of the role.

Qualifications

• A bachelor’s degree in a relevant field is preferred; an MBA or advanced degree is a plus.
• Proven experience in a leadership role in the IT cybersecurity industry
• Strong background in managing IT services and cybersecurity solutions, including XaaS and MDR
• Demonstrated ability to lead SOC and NOC operations effectively.
• Extensive experience (10+ years) in delivery services or consulting roles.
• Exceptional skills in customer relationship management, contract negotiation, and renewals
• Strategic thinker with a track record of growing business segments profitably and sustainably
• Excellent leadership and people management skills, inspiring and motivating teams to deliver exceptional results.
• Exceptional communication and stakeholder management skills, with the ability to collaborate effectively with internal and external stakeholders at all levels.
• Results-oriented mindset focusing on customer satisfaction, revenue growth, and operational excellence.
• Must be eligible to work for any U.S. employer without the need for sponsorship now or in the future.

Compensation

This role offers a base salary range of $165,000–$185,000, with eligibility for an incentive bonus as part of the overall compensation package.

Vacancy

We have 1 available position(s).

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