VP of Technology Services

Position Summary:

Owns the vision P&L and end-to-end performance of our managed technology services portfolio. This leader is accountable for packaging pricing go-to-market delivery excellence and customer outcomes across tiered offerings and adjunct services (e.g. phone systems onsite/event coverage). Partnering closely with Sales Marketing Finance and Operations the leader will scale recurring revenue expand gross margin and strengthen our market position through differentiated service design rigorous operational discipline and a data-driven GTM engine. The role translates strategy into a pragmatic roadmap drives measurable service quality (SLAs/SLOs) and builds a high-performing organization that delivers consistent exceptional experiences to properties and corporate stakeholders.

Key Responsibilities:

Strategy P&L Ownership & Portfolio Roadmap

• 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).

Service Catalog Ownership (Design Packaging Pricing)

• Own the tiered managed services and adjunct offersincluding 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).

Go-to-Market & Revenue Growth

• 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.

Delivery Excellence & Customer Experience

• Lead day-to-day operations for managed servicesmajor incident command problem/change management capacity planning and continuous improvementmeeting 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).

Security Compliance & Risk (in Partnership with Enterprise Security)

• 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.

Vendor Partner & Ecosystem Management

• 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.

Data Reporting & Insights

• Publish executive dashboards on revenue/margin delivery performance customer health and risk posture; institute leading indicators for churn prevention and margin erosion.

Leadership & Talent

• 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.

Success Metrics:

• Revenue / Margin: Achieve portfolio revenue and gross margin targets; improve blended margin via pricing mix and efficiency.
• GTM: Increase win rate and attach/upsell penetration across properties; deliver complete enablement (playbooks proposals ROI tools) and consistent forecast accuracy.
• Delivery: SLA attainment; reduce mean time to respond/resolve; cut tickets/user and improve first-time-fix.

Qualifications:

• 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.

Work Conditions & Travel:

Ability to travel to properties major events vendors and partners as business requiresincluding on-site coverage for critical events in partnership with operations.

Required Experience:

Exec