Vice President, MSP Operations

Vice President, MSP Operations Fully Remote • Moncton, NB E1C 0W2 Apply Apply Description What You will Do (Essential Responsibilities) Cloud5 MSP Operating Model Ownership Design, implement, and enforce Cloud5’s MSP operating framework across all contributing business units Establish clear upstream and downstream accountability across departments Ensure MSP delivery is predictable, repeatable, and scalable across Cloud5’s hospitality client base Readiness Gates & Governance Define and enforce readiness gates before: o New MSP customer onboarding o Project-to-MSP transitions o Service expansions or major changes Ensure service commitments align with Cloud5’s delivery capacity and risk tolerance Own escalation governance for cross-business-unit conflicts Ensure standards are enforced consistently — not negotiated under revenue pressure Service Delivery Performance Own MSP service performance across Cloud5, including: SLA compliance Service stability and incident trends Escalation frequency and root causes Ensure consistent delivery across: Service Desk Tier 2 / Tier 3 Infrastructure Security and SOC partners Network and HSIA interfaces Financial Performance & Margin Protection Own MSP gross margin and cost-to-serve Identify and eliminate margin leakage caused by: Poor handoffs between departments Unscoped or unmanaged work Operational inefficiencies Organizational Design & Leadership Be a primary contributor to design and evolve the future-state MSP organizational structure Build bench strength and succession planning across MSP Operations Cross-Functional Alignment Act as the single operational authority for MSP delivery across Cloud5 Align Sales, Projects, HSIA, Security, and Service Operations around shared outcomes Ensure Cloud5 presents a unified operational experience to MSP client Qualifications What You’ll Bring (Required Qualifications) 10+ years in MSP, managed services, or recurring-revenue IT operations Proven experience scaling MSP delivery beyond early growth stages Strong working knowledge of: Service Desk operations Infrastructure and endpoint management Security services and SOC integration IT service management best practices (applied, not academic) Experience operating in complex, multi-business-unit environments