Company Overview: Worklyn IT is a leading Managed Service Provider (MSP) specializing in delivering cutting-edge IT solutions and services to a diverse portfolio of clients. We pride ourselves on our commitment to excellence, innovation, and customer satisfaction. Worklyn IT is backed by investment firm Worklyn Partners and currently owns 4 total MSPs and is in the process of building one national platform.

Position Overview: We are seeking a dynamic and experienced Head of Services to lead our service delivery operations. The Head of Services will be responsible for overseeing the design, implementation, and management of all managed service offerings provided by our MSP business. This role requires a strategic thinker with a strong technical background, exceptional leadership skills, and a proven track record of driving service excellence and operational efficiency. You will be instrumental in maturing our fast-growing platform which in aggregate is already one of the largest MSPs in the country.

Key Responsibilities:

Strategic Leadership: Develop and execute the strategic roadmap for service delivery aligned with business objectives and customer needs.
Service Design and Development: Lead the design, development, and enhancement of service offerings, ensuring they meet industry standards and client requirements.
Operational Management: Oversee day-to-day service delivery operations, including incident management, problem resolution, and service level agreement (SLA) compliance.
Team Leadership: Manage and mentor a team of service delivery managers, engineers, and technicians, fostering a culture of collaboration, innovation, and continuous improvement.
Client Engagement: Serve as a key point of contact for high-profile clients, ensuring their needs are met and issues are resolved promptly and effectively.
Performance Metrics: Establish and monitor key performance indicators (KPIs) to track service delivery performance, analyze trends, and implement corrective actions as needed.
Vendor Management: Collaborate with vendors and third-party providers to optimize service delivery and ensure quality and cost-effective solutions.
Budget Management: Develop and manage the service delivery budget, optimizing resource allocation and expenditures to maximize profitability.
Risk Management: Identify potential risks to service delivery operations and develop mitigation strategies to minimize impact on clients and the business.
P&L Management: Oversee the Profit and Loss (P&L) statement for service delivery operations, ensuring financial performance aligns with company objectives by managing costs, optimizing revenue streams, and identifying areas for financial improvement.
Revenue Retention: Develop and implement strategies to enhance client retention and maximize net revenue retention, focusing on delivering exceptional service, understanding client needs to maintain long-term client relationships.

Qualifications:

Bachelor’s degree in Computer Science, Information Technology, Business Administration, or related field.
10+ years of experience in a senior leadership role at a rapidly scaling, large scale (8-figure +) Managed Service Provider (MSP)
Direct experience with inorganic growth, being a key figure in post-acquisition integration of systems and teams
Successful history of identifying opportunity for and implementing automations
Proven track record of successfully leading and managing service delivery operations, achieving SLA targets, and driving continuous improvement.
Strong technical background with knowledge of IT infrastructure, cloud services, cybersecurity, and emerging technologies.
Excellent leadership, communication, and interpersonal skills, with the ability to influence and collaborate across all levels of the organization.
Demonstrated experience in strategic planning, budget management, and vendor relationship management.
Relevant technical certification: ITIL, CCNP, MCE, Azure, AWS
Strong understanding of networking, cloud services, cybersecurity and IT infrastructure
In depth experience with service management tools (PSA, CRM, RMM)
Strong problem-solving and decision-making abilities
Ability to be technical at times and help in complex troubleshooting matters
Detail oriented and advanced attention to detail skills

Benefits:

Competitive salary commensurate with experience
Comprehensive benefits package including health, dental, and vision insurance
401(k) retirement plan with company match
Paid time off and holidays
Professional development opportunities

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Head of Service Delivery