Position Summary:

Owns the vision, P&L, and end-to-end performance of our managed technology services portfolio. This leader is accountable for packaging, pricing, go-to-market, delivery excellence, and customer outcomes across tiered offerings and adjunct services (e.g., phone systems, onsite/event coverage). Partnering closely with Sales, Marketing, Finance, and Operations, the leader will scale recurring revenue, expand gross margin, and strengthen our market position through differentiated service design, rigorous operational discipline, and a data-driven GTM engine. The role translates strategy into a pragmatic roadmap, drives measurable service quality (SLAs/SLOs), and builds a high-performing organization that delivers consistent, exceptional experiences to properties and corporate stakeholders.

Key Responsibilities: Strategy, P&L Ownership & Portfolio Roadmap Own the P&L for Managed Technology Services: annual planning, pricing strategy, mix/margin optimization, forecasting, and performance management down to unit economics. Define a multi-year portfolio strategy and roadmap aligned to company objectives; articulate target outcomes, required investments, and value realization for corporate and property stakeholders. Establish and review portfolio KPIs (ARR/MRR, gross margin %, attach/upsell rate, logo retention, NPS/CSAT, SLA compliance, incident response, first-time-fix, backlog health, etc). Service Catalog Ownership (Design, Packaging, Pricing) Own the tiered managed services and adjunct offers—including but not limited to: Network & Endpoint Management; Server Hosting & Support; Resilient System Design; Antivirus; Domain/DNS; Email Management; Security Awareness & Phish Testing; Vulnerability Management; DMARC; Compliance & Audit Support; Vendor & ISP Management; Printer Procurement/Leasing; POS Patching/Maintenance/Support/Training; Executive Account Management; Priority Incident Handling; On-Site Technicians; First-Response SLAs; Responsive Critical On-Site Support; Phone System Support; Major Event coverage. Maintain clear service definitions, SLAs/SLOs, responsibilities (RACI), runbooks, and acceptance criteria for each offer; ensure smooth service transition into operations with complete documentation and training. Continuously refine pricing & packaging to improve competitiveness and margins while preserving client value and service quality (e.g., tier features, response times, on-site options). Go-to-Market & Revenue Growth Develop and execute the GTM strategy for Managed Technology Services: ICPs, value propositions, competitive positioning, and commercial constructs. Partner with Sales and Marketing to build playbooks, collateral, proposals/SOW templates, case studies, and ROI/TCO tools; enable the field through training, certifications, and deal support. Establish a disciplined pipeline and forecast cadence, improve win rates, and manage renewal/expansion motions through Customer Success and Account Management. Delivery Excellence & Customer Experience Lead day-to-day operations for managed services—major incident command, problem/change management, capacity planning, and continuous improvement—meeting or exceeding SLAs/SLOs (e.g., first response windows, priority handling, event coverage readiness). Drive standardization of tools, processes, and documentation across properties and corporate environments to ensure reliability, scalability, and consistent experiences. Oversee quality assurance (runbook audits, post-incident reviews, root-cause trend elimination) and customer health (NPS/CSAT, adoption dashboards, executive business reviews). Security, Compliance & Risk (in Partnership with Enterprise Security) Ensure managed offers and operations adhere to security-by-design, including email security and DMARC governance for managed domains, awareness programs, vulnerability management, and audit support aligned to corporate standards. Collaborate with Enterprise Security to align on control frameworks, incident response interfaces, and documentation/retention expectations. Vendor, Partner & Ecosystem Management Optimize the vendor ecosystem (e.g., ISPs, POS and telephony partners, security platforms) for performance, cost, and contractual leverage; set scorecards and escalation paths. Evaluate and onboard strategic partners to accelerate capability expansion and GTM reach. Data, Reporting & Insights Publish executive dashboards on revenue/margin, delivery performance, customer health, and risk posture; institute leading indicators for churn prevention and margin erosion. Leadership & Talent Build and lead a high-performing team across product management, service delivery, customer success, and sales engineering; develop talent pipelines and succession plans. Foster a culture of operational rigor, accountability, and customer obsession. Success Metrics: Revenue / Margin: Achieve portfolio revenue and gross margin targets; improve blended margin via pricing, mix, and efficiency. GTM: Increase win rate and attach/upsell penetration across properties; deliver complete enablement (playbooks, proposals, ROI tools) and consistent forecast accuracy. Delivery: SLA attainment; reduce mean time to respond/resolve; cut tickets/user and improve first-time-fix. Qualifications: Required 10+ years in managed services/MSP or technology services, including 5+ years in multi-site or property-centric environments with full P&L accountability. Demonstrated success designing, pricing, and scaling tiered managed service portfolios and leading GTM with Sales/Marketing to drive ARR/MRR growth. Proven operations leadership: incident/problem/change management, SLA/SLO governance, capacity planning, and continuous improvement at scale. Strong commercial acumen, product management and executive communication skills. Hands-on familiarity with portfolio elements such as Network/Endpoint/Server Management, Email and DMARC governance, Security Awareness/Phish Testing, Vulnerability Management, Telephony/Call-flow, POS support, and event/on-site services. Preferred Experience in hospitality, golf/resort, retail, or similarly distributed operations. BS in Information Systems, Computer Science, Engineering, or related field; MBA preferred. Relevant certifications: ITIL, PMP/Prince2, CCNP/Network-focused, and/or security-adjacent credentials as applicable to managed services leadership. Work Conditions & Travel:

Ability to travel to properties, major events, vendors, and partners as business requires—including on-site coverage for critical events in partnership with operations.