Director, Vice President – Service Operations

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ANP Advanced Network Products, Inc: A Coretelligent Company

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 1984

🔒 Cybersecurity

IT Services • Cybersecurity • Cloud Services

ANP Advanced Network Products, Inc: A Coretelligent Company is an IT services firm that specializes in smart IT infrastructure solutions to transform businesses. They provide a wide range of services including technology consulting, IT outsourcing, cybersecurity, AI & automation, data analytics, and cloud services. With a focus on maximizing productivity and ensuring compliance, ANP helps businesses achieve their strategic goals through comprehensive IT management and support.

📋 Description

• Lead the Remote Support and Systems Engineering teams, fostering a culture of accountability, collaboration, and continuous improvement. • Develop and execute the strategic vision for Remote Service Operations, aligning operational priorities with business objectives. • Drive service quality by managing SLA performance, backlog health, utilization, escalations, operational efficiency, and client satisfaction. • Establish performance expectations, coach leaders, and build high-performing technical teams. • Mature ITIL-based Incident, Problem, Change, Request, and Major Incident Management processes. • Standardize operational processes, documentation, quality assurance, and governance to improve consistency and scalability. • Ensure operational readiness for a 24x7x365 support organization through workforce planning, capacity management, and business continuity. • Identify and implement process improvements, automation, and tooling that increase operational efficiency and service quality. • Oversee ServiceNow and supporting ITSM platforms to improve visibility, reporting, and operational governance. • Develop and manage departmental budgets, forecasting, resource planning, and operational financial performance. • Monitor organizational capacity, utilization, and staffing models to support business growth. • Build executive reporting and dashboards that provide meaningful insight into operational performance, service quality, and business trends. • Partner with Service Delivery, Professional Services, Security, Client Success, Sales, Product, and executive leadership to deliver a seamless client experience. • Serve as a trusted advisor to executive leadership, providing operational insights and supporting organizational growth, transformation, and acquisition initiatives.

🎯 Requirements

• 10+ years of progressive leadership experience within an MSP, MSSP, or enterprise technology services organization. • Proven success leading Remote Support, Systems Engineering, Technical Operations, or similar service organizations. • Experience leading leaders, developing high-performing teams, and driving organizational growth. • Strong knowledge of ITIL principles, ITSM best practices, and ServiceNow or comparable platforms. • Demonstrated success improving operational performance through process optimization, automation, and continuous improvement. • Strong financial acumen with experience managing budgets, forecasting, capacity planning, utilization, and executive reporting. • Excellent communication, relationship-building, and executive presence with the ability to influence stakeholders across the organization. • Strong analytical and strategic problem-solving skills with a data-driven approach to operational leadership. • Experience leading organizational transformation, rapid growth, or M&A integration is preferred.

🏖️ Benefits

• Health, Dental, & Vision • Flexible Spending Account (FSA) • 401k • Health Reimbursement Account (HRA) • Health Savings Account (HSA) • Life Insurance • Disability Insurance • Paid Parental Leave • Holiday Pay • Flexible Vacation & Sick Days • Observed company holidays including a day off on your birthday • Spot bonuses for demonstrated excellence • Community and social events • Learning and development • Flexible working life • $100 well-being allowance • Other health & wellness perks