Retained - Sr. Vice President, IT Managed Services

Insight Global is looking for a Senior Vice President of Managed IT Services to lead the complete Managed IT Services organization for a healthcare-focused technology company.

This executive will own 24/7 service delivery across Tier 1, Tier 2, Tier 3, and the Network Operations Center. The SVP will be responsible for the people, processes, technology, operating model, and performance standards required to deliver reliable and scalable services to external clients.

The executive will evaluate and improve the organizational structure, leadership team, staffing model, support coverage, escalation process, service-management practices, and technology stack. The SVP will establish clear accountability across the organization and ensure staffing levels and technical skill sets align with client demand, contractual commitments, growth forecasts, and financial targets.

The SVP will partner with the COO and Finance to develop budgets, forecasts, operating plans, and financial targets. The executive will manage labor, overtime, contractors, vendors, tooling, licensing, and other operating expenses while identifying opportunities to improve labor utilization, cost to serve, productivity, and service margin.

This person will also establish executive scorecards and operating reviews that measure:

• SLA performance
• Response and resolution times
• Backlog health
• First-contact resolution
• Reopen rates
• Escalation trends
• Client satisfaction
• Service quality
• Productivity
• Labor utilization
• Cost efficiency

The SVP will be the executive owner for major service issues and client escalations. The person will work directly with senior client stakeholders to establish recovery plans, rebuild trust, improve communication, and protect client retention.

This executive will partner heavily with Project Management, Customer Success, Sales, Finance, and Cybersecurity to improve handoffs throughout the client lifecycle. The SVP will ensure that new clients, projects, technologies, and services transition successfully into steady-state support with complete documentation, training, operational readiness, and clear acceptance criteria.

Minimum of 10 years of progressive experience in managed services, service delivery, technology operations, or a closely comparable environment

Minimum of five years in senior leadership

Must have led a true external MSP or comparable outsourced technology-services organization

• Multiple external clients, Contractual SLAs, Client retention responsibility, Commercial service delivery, Cost-to-serve or service-margin accountability

Must have owned a large, 24/7, multi-tier service-delivery organization

• Tier 1 support, Tier 2 support, Tier 3 support, Network Operations Center, After-hours and on-call coverage

Must have executive accountability for:

• Service quality, SLA achievement, Backlog health, Response and resolution performance, Major incidents, Client escalations, Root-cause analysis, Corrective actions

Must have led a meaningful organizational or operational transformation

• Redesigned organizational structure, Standardized processes, Implemented new operating rhythms, Improved tooling or automation, Produced measurable service and financial results

Must have strong financial and P&L experience

• Budgeting and forecasting, Headcount planning, Labor modeling and utilization, Cost-to-serve analysis, Vendor and contractor management, Technology spend, Service gross margin, Margin-improvement initiatives

Must understand workforce capacity and organizational design

• Staffing models, Demand forecasting, Skill mix, Scheduling, Spans of control, Succession planning, Leadership development, Build, buy, automate, or outsource decisions

Must have experience developing and managing:

• Service KPIs,…