Troon · 1 day ago
VP of Technology Services
Scottsdale, AZ
Full-time
Onsite
Director/Executive
10+ years expTroon is a company focused on managed technology services, and they are seeking a VP of Technology Services to oversee the vision, P&L, and performance of their service portfolio. This leader will drive revenue growth, customer satisfaction, and operational excellence through strategic planning and execution.
Hospitality
Responsibilities
Own the P&L for Managed Technology Services: annual planning, pricing strategy, mix/margin optimization, forecasting, and performance management down to unit economics
Define a multi-year portfolio strategy and roadmap aligned to company objectives; articulate target outcomes, required investments, and value realization for corporate and property stakeholders
Establish and review portfolio KPIs (ARR/MRR, gross margin %, attach/upsell rate, logo retention, NPS/CSAT, SLA compliance, incident response, first-time-fix, backlog health, etc)
Own the tiered managed services and adjunct offers—including but not limited to: Network & Endpoint Management; Server Hosting & Support; Resilient System Design; Antivirus; Domain/DNS; Email Management; Security Awareness & Phish Testing; Vulnerability Management; DMARC; Compliance & Audit Support; Vendor & ISP Management; Printer Procurement/Leasing; POS Patching/Maintenance/Support/Training; Executive Account Management; Priority Incident Handling; On-Site Technicians; First-Response SLAs; Responsive Critical On-Site Support; Phone System Support; Major Event coverage
Maintain clear service definitions, SLAs/SLOs, responsibilities (RACI), runbooks, and acceptance criteria for each offer; ensure smooth service transition into operations with complete documentation and training
Continuously refine pricing & packaging to improve competitiveness and margins while preserving client value and service quality (e.g., tier features, response times, on-site options)
Develop and execute the GTM strategy for Managed Technology Services: ICPs, value propositions, competitive positioning, and commercial constructs
Partner with Sales and Marketing to build playbooks, collateral, proposals/SOW templates, case studies, and ROI/TCO tools; enable the field through training, certifications, and deal support
Establish a disciplined pipeline and forecast cadence, improve win rates, and manage renewal/expansion motions through Customer Success and Account Management
Lead day-to-day operations for managed services—major incident command, problem/change management, capacity planning, and continuous improvement—meeting or exceeding SLAs/SLOs (e.g., first response windows, priority handling, event coverage readiness)
Drive standardization of tools, processes, and documentation across properties and corporate environments to ensure reliability, scalability, and consistent experiences
Oversee quality assurance (runbook audits, post-incident reviews, root-cause trend elimination) and customer health (NPS/CSAT, adoption dashboards, executive business reviews)
Ensure managed offers and operations adhere to security-by-design, including email security and DMARC governance for managed domains, awareness programs, vulnerability management, and audit support aligned to corporate standards
Collaborate with Enterprise Security to align on control frameworks, incident response interfaces, and documentation/retention expectations
Optimize the vendor ecosystem (e.g., ISPs, POS and telephony partners, security platforms) for performance, cost, and contractual leverage; set scorecards and escalation paths
Evaluate and onboard strategic partners to accelerate capability expansion and GTM reach
Publish executive dashboards on revenue/margin, delivery performance, customer health, and risk posture; institute leading indicators for churn prevention and margin erosion
Build and lead a high-performing team across product management, service delivery, customer success, and sales engineering; develop talent pipelines and succession plans
Foster a culture of operational rigor, accountability, and customer obsession
Qualification
Required
10+ years in managed services/MSP or technology services, including 5+ years in multi-site or property-centric environments with full P&L accountability
Demonstrated success designing, pricing, and scaling tiered managed service portfolios and leading GTM with Sales/Marketing to drive ARR/MRR growth
Proven operations leadership: incident/problem/change management, SLA/SLO governance, capacity planning, and continuous improvement at scale
Strong commercial acumen, product management and executive communication skills
Hands-on familiarity with portfolio elements such as Network/Endpoint/Server Management, Email and DMARC governance, Security Awareness/Phish Testing, Vulnerability Management, Telephony/Call-flow, POS support, and event/on-site services
Preferred
Experience in hospitality, golf/resort, retail, or similarly distributed operations
BS in Information Systems, Computer Science, Engineering, or related field; MBA preferred
Relevant certifications: ITIL, PMP/Prince2, CCNP/Network-focused, and/or security-adjacent credentials as applicable to managed services leadership
Company
Troon
Experience the world of Troon® at the greatest golf properties in the world the next time you play one of our luxury golf courses! Our goal is to create extraordinary guest and member experiences through personalized service, consistency, and uncompromising attention to detail.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Tim Schantz
Chief Executive Officer
Geoffrey Fisher, CPA
Chief Financial Officer
Recent News
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