What are the responsibilities and job description for the Vice President of Operations, Managed Services position at Chelsea Technologies?
Vice President of Operations, Managed Services
Chelsea Tech · Fort Lauderdale
Chelsea Tech is a high‑performance Managed Services Provider delivering white‑glove IT and security services to fast‑paced, demanding clients. We are seeking a Vice President of Operations, Managed Services to lead our service delivery organization and own the integrity of our billing and revenue operations.
What you’ll do
- Lead day‑to‑day managed services operations (service desk, support pods, field/client engineers) to deliver consistent, high‑quality service.
- Own end‑to‑end billing for managed services clients, ensuring services are accurately captured, approved, and invoiced on time.
- Drive operational excellence through clear KPIs (SLAs, CSAT, MTTR, backlog, utilization) and data‑driven decision making.
- Standardize and improve processes, documentation, and playbooks to scale a high‑performing organization.
- Partner with Finance on billing rules, contracts, SOWs, and revenue controls to reduce leakage and write‑offs.
- Collaborate with Sales, Account Management, Cybersecurity, and Projects/PMO to ensure a seamless client experience.
- Build, develop, and hold accountable a team of managers, team leads, and senior engineers.
- Own the managed services P&L within your scope, including staffing, capacity planning, and cost optimization.
What we’re looking for
- 10 years of leadership in IT managed services or externally facing IT operations.
- 5 years in a senior role (Senior Director/VP) leading technical teams of 30 people.
- Proven experience owning or co‑owning billing and revenue processes in a services/MSP environment.
- Strong experience with PSA tools (e.g., HALO PSA, ConnectWise, Autotask) for tickets, contracts, time entry, and billing.
- Solid understanding of ITIL‑based service delivery and KPI‑driven operations.
- Executive‑level communication skills and comfort working directly with senior client stakeholders.
Why Chelsea Tech
- Key leadership role shaping the operational backbone of a growing MSP.
- High‑impact opportunity to improve both client experience and revenue integrity.
- Fort Lauderdale‑based role with competitive compensation and benefits.
Interested? Apply here or message me directly with your resume and a brief note about your MSP and billing/operations leadership experience.