Senior Vice President of Technology

Personified · via Work With Indies

💰 $170,000 - $200,000/yr 🌎 Remote ⌛ Posted 12 days ago

Run the operational core of the technology organization across engineering, client support, cybersecurity, and IT operations
Report to the CTO and own execution across four functional leaders and day-to-day delivery
Ensure client support teams meet response-time and resolution standards across every client tier
Own escalation paths, staffing models, and support systems such as the Halo ticketing platform
Oversee infrastructure, systems engineering, and technical delivery
Set standards for process discipline, documentation, and accountability across engineering
Own operational security posture, including monitoring, incident response, vulnerability management, and compliance readiness
Drive the shift from manual, reactive IT operations to automation and repeatable processes
Reduce operational load while improving client consistency
Directly manage functional leaders across Client Support, Engineering, Cybersecurity, and IT Operations
Set expectations, run performance management, and build a leadership bench
Coordinate cross-functional responses to client issues involving support, engineering, and security
Build and own the technology delivery operational scorecard covering response times, resolution rates, security incidents, and retention impact
Bring data and operational metrics to discussions with the CTO
Travel, work, or present onsite as needed to support business needs, ensure service continuity, and represent Personified to clients and partners

8+ years in technology operations leadership
At least 4 years in a managed service provider (MSP) environment
Understanding of ticket economics, SLAs, multi-client environments, and supporting many organizations simultaneously
Direct people-management experience across multiple technical functions simultaneously
Experience managing managers, not just individual contributors
Track record of making an under-disciplined operation measurably more consistent without slowing it down or making it more bureaucratic
Fluency in cybersecurity operations
Experience building or scaling IT automation
Direct and specific communication style
Ability to document decisions and make vague problems specific
Experience with or service to mission-driven, nonprofit, or advocacy organizations
Comfort working in a smaller, fast-moving company and doing hands-on work
Understanding that good process makes teams faster and ability to distinguish bureaucracy from discipline
Desire to build a team, not just manage an established one

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