Chelsea Technologies Ltd · 5 months ago
VP of Managed Services Operations
United States
Full-time
Remote
Director/Executive
10+ years expChelsea Technologies is a high-performance Managed Services Provider (MSP) supporting clients in alternative investment, private equity, and aviation sectors. They are seeking a results-driven VP of Managed Services Operations to lead and evolve their Managed Services organization, focusing on performance, structure, and continuous improvement of technical support delivery while ensuring client satisfaction.
ElectronicsManufacturing
Responsibilities
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
Coach and mentor 30-40 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
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
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
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
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
Qualification
Required
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)
Benefits
PTO and paid holidays.
Comprehensive benefits including medical, dental, vision, and 401(k).
Company
Chelsea Technologies Ltd
Chelsea Technologies prides itself on its deep engineering expertise, ingeniously applied to create the world’s most sensitive, accurate and reliable environmental monitoring sensors and systems for surveying the ocean and other aquatic systems.
51-200 employees
H1B Sponsorship
Chelsea Technologies Ltd has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2020 (1)
Funding
Current Stage
Growth StageRecent News
South China Morning Post
2025-04-09
Company data provided by crunchbase