Head of MSP Operations

The Head of Managed Services Operations will be responsible for developing and managing relationships with existing and potential clients in the managed services sector. This role requires a highly motivated individual with a deep understanding of IT service management, cloud-based solutions, and managed services offerings. The Account Executive will collaborate with internal teams to ensure the successful delivery of services and will focus on driving sales growth, customer satisfaction, and long-term business partnerships.

Key Responsibilities:

• Client Relationship Management:
• Serve as the main point of contact for clients, providing exceptional service and ensuring ongoing client satisfaction.
• Build and maintain strong relationships with key decision-makers and stakeholders within client organizations.
• Address and resolve client concerns, ensuring their needs are met with customized solutions.
• Collaboration with Internal Teams:
• Work closely with technical, operations, and project management teams to ensure the smooth delivery of managed services.
• Coordinate internal resources to ensure successful project execution and service delivery, maintaining clear communication with clients.
• Industry Knowledge & Expertise:
• Stay up-to-date with industry trends, competitor offerings, and emerging technologies in managed services.
• Provide insights and recommendations on the latest services and technology solutions to clients.
• Contract Negotiations and Management:
• Lead contract negotiations and prepare Statements of Work (SOWs) and service agreements.
• Ensure compliance with contractual terms and monitor service-level agreements (SLAs).
• Reporting & Documentation:
• Maintain accurate records of sales activities, client interactions, and project status.
• Generate regular reports on sales performance, pipeline, and forecasts for management review.

Qualifications:

• Education:
• Bachelor’s degree in Business, Information Technology, or a related field (or equivalent work experience).
• Experience:
• Proven track record (7 -10years) in sales or account management within the managed services, IT, or technology solutions sector.
• Experience with IT service management, cloud computing, network infrastructure, or similar services is a plus.
• Strong knowledge of managed services offerings, including cloud solutions, cybersecurity, data management, and IT support services.
• Skills:
• Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and internal teams.
• Strong negotiation skills and the ability to close complex deals.
• High level of organization and the ability to manage multiple projects simultaneously.
• Familiarity with CRM systems and sales tools (e.g., Salesforce).
• Strong analytical skills with the ability to assess business opportunities and identify key priorities.
• Personal Attributes:
• Self-driven and results-oriented with a proactive approach to problem-solving.
• Ability to work independently and as part of a collaborative team.
• Customer-focused with a passion for delivering high-quality service.

Preferred Qualifications:

• Certifications:
• ITIL, PMP, or other relevant certifications in IT service management or project management.
• Vendor-specific certifications (e.g., Microsoft, AWS, Cisco) are a plus.
• Knowledge of Managed Services Platforms:
• Familiarity with popular Managed Services Platforms (MSPs) such as ConnectWise, Kaseya, or others.