Carousel Industries

Vice President Managed Services

4 months ago
ID
2017-2022
# of Openings
1
US-RI-Exeter

Company Overview

Carousel Industries is one of the fastest growing IT companies in the US, poised for explosive growth. As a premier IT services firm, we offer an extensive portfolio of services and technologies that span the following areas: unified communications and collaboration, networking, data center, security, and cloud-based solutions. Through our partnerships with leading technology vendors—like Cisco, Avaya, Microsoft, HPE, and Fortinet, for example—Carousel offers innovative IT leadership, consultative, professional, and managed services to help our clients drive transformation within their organization.  Founded in 1992, Carousel serves more than 6,000 customers, including 35 of the Fortune 100. Carousel has been recognized by multiple publications and industry consortiums as a top technology integrator and managed services and cloud solution provider–including the Inc. 500/5000, Healthcare Informatics 100, and CRN MSP Elite 150. Headquartered in Exeter, RI, Carousel has more than 1,300 employees based in 27 offices–with three Network Operating Centers nationwide.

We are searching for those who are fueled by an inner drive to make a difference and to push their professional and technical capabilities to the next level. If you are someone who wants to become the “go to person” or the “subject matter expert” in your field, then Carousel is the place for you. Ask Carousel employees what makes them stick around for five, 10, or 20 years, and they’ll tell you it’s the brilliant people with whom they collaborate and the opportunities for personal and professional growth. 

In addition to gaining a quantum leap in your technical IQ, Carousel is a fun place with a work hard / play hard mentality and an inspiring culture. Whether it’s assembling a team to compete in the next Tough Mudder or enjoying a summertime BBQ, Carousel employees consider their peers as family. To learn about our team and how you can be part of the Carousel family, find us at www.carouselindustries.com, Facebook, Twitter, and LinkedIn.

Responsibilities

Carousel Industries is seeking a dynamic, results-oriented individual, to lead the managed services organization providing services to thousands of customers nationwide. The ideal candidate is an accomplished leader with a proven record managing and delivering the full lifecycle of Managed Service offerings for Collaboration, Cloud, Infrastructure and Security solutions. The VP of Managed Services will ensure flawless execution and delivery working in conjunction with Executive Leadership, Sales and Engineering to provide the vision, direction and guidance to execute and grow a profit oriented, customer focused Managed Services business.

 

Essential Duties and Responsibilities:

 

  • Provide leadership in establishing a compelling managed service offering and ensure operational readiness and sustainable delivery and infrastructure and meets or exceeds client and market needs.
  • Supports Sales in achieving Bookings, Revenue, Profit, and other operational targets of the business.
  • Work closely with Sales and Engineering team to ensure Sales and Sales Engineering readiness and proper ability to engage with and support the customer.
  • Responsible for delivering, measuring and improving the customer experience through metrics associated with customers, professional, managed and cloud services projects.
  • Provides clear direction and always attempt to obtain buy-in.  Provide strong advocacy for a collaborative approach.  Promote leadership through collaboration, cooperation and communication across functions and between alliance/vendor partners to ensure that the team achieves stated goals.
  • Develops goals, action plans, and timely measurements to ensure metrics around NetPromoter score are maintained for customer satisfaction.
  • Lead the Managed Services team. Establish goals for the various smaller teams and metrics to gauge success. Assign the right people to the right jobs. Establish standard operating procedures and processes to ensure that we meet client and Carousel objectives.
  • Communicate with clients on a regular basis to solicit feedback and improve our client satisfaction metrics. Engage with clients as a point of escalation, with specific responsibilities to communicate during significant service incidents.
  • Establish and maintain relationships with key Suppliers, Manufactures, and Partners to ensure that products and services meet set standards of quality and cost effectiveness.
  • Effectively represent Carousel’s service and operational philosophies within partner and client communities by attending events, client meetings and strategic public events.
  • Prepare and submit the Support Center annual operational budget to the Support Services Director for review and approval, manage effectively within this budget, and report accurately on progress made and challenges encountered.
  • Resource forecasting and allocation in line with the Support Centers overall strategic plan
  • Foster employee culture that supports the overall organizational strategy of Service Excellence and Ultimate Client Experience

 

Qualifications

  • Minimum of a Bachelor’s Degree, MBA preferred, ITIL Certification preferred
  • Typically, 15+ years of related service deliver and client management experience including 10+ years people management experience
  • Ability to influence customer and/or organizational leadership to accomplish objectives
  • Strong operational knowledge and experience with outsourced managed services offerings and platforms 
  • Strength in hiring, recruiting, managing, developing, coaching, and retaining individuals and teams, empowering them to elevate their levels of responsibility, span-of-control and performance.
  • Excellent presentation and executive reporting skills.
  • Demonstrated experience with vendor management contracts.
  • In depth, strategic and tactical understanding of assigned areas of responsibility
  • Proven leadership and managerial skills; demonstrated ability to inspire and develop high performing employees as well as lead and influence cross-functional teams
  • Strong leadership skills with proven ability to influence change and communicate with diverse stakeholders
  • Excellent relationship and communication skills, highly collaborative - can build rapport and credibility
  • Experience working on technology integration projects strongly desired i.e. Cisco, Avaya, Juniper, Extreme, etc.
  • Strong program and/or project management leadership abilities
  • Ability to exercise discretion and independent judgment in making decisions
  • Excellent written and verbal communication skills to effectively communicate to a wide variety of audiences including senior management
  • Proficiency in Microsoft Office Suite, including intermediate to advanced Excel, PowerPoint, Visio and others as deemed necessary

Carousel Industries is an Equal Opportunity Employer:  Carousel provides equal employment opportunity to all employees and applicants for employment free from unlawful discrimination based on race, color, religion, gender, age, national origin, disability, veteran status, marital status, sexual orientation or any other status or condition protected by local, state or federal law.

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