Position Summary
Nuvollo is a rapidly growing managed services provider (MSP) of approximately 100 employees, delivering managed IT services including help desk, private cloud hosting (general-purpose Windows servers and ERP hosting), managed security services, professional services, AI consulting and security/governance - to small, mid-market & enterprise commercial clients across the United States and Canada. With primary offices in Cedar Knolls, New Jersey and Toronto, Ontario, a mix of US office-based/hybrid/remote & an offshore workforce providing 24x7 coverage, and growth through both organic expansion and planned tuck-in acquisitions of smaller MSPs, Nuvollo requires disciplined, scalable, and consistently excellent service delivery.
Reporting to the CEO, the Vice President, Service Delivery owns the end-to-end delivery of all managed, professional, cloud, and internal IT services. This executive leads a multi-site, cross-border organization comprising two regional Client Experience (help desk) teams (US and Canada), a Professional Services team (onboarding/offboarding, project management, project implementation, and support escalations), a Cloud Operations team (private cloud hosting in Nuvollo datacenters), and internal IT systems support and administration. The VP is accountable for client satisfaction, service quality (SLA’s), operational efficiency, service margin, and the scalability of the delivery platform - ensuring service delivery keeps pace with rapid organic and acquisition-driven growth while maintaining a unified, high-standard client experience across both countries. The VP is also responsible for full management of the Nuvollo’s PSA, RMM, and all other internal systems and plays a significant role in assisting with response to the annual SOC 2 Type 2 Audit.
This is a hands-on executive role appropriate to a ~100-person and growing organization: the VP is expected to remain close to operations, coach and develop a team of four direct leaders (plus an individual-contributor internal IT systems administrator), and personally drive key initiatives such as acquisition integration, service delivery standardization, and delivery tooling and automation. The VP, Service Delivery is an active member of the Executive Leadership Team (ELT), participating in setting the overall strategic direction of the business. They will also participate in company Board meetings monthly.
Reporting Relationships and Organizational Context
- Reports to: Chief Executive Officer.
- Direct reports: Toronto Regional Client Experience Manager; New Jersey Regional Client Experience Manager; Director of Professional Services; Cloud Operations Manager; Internal IT Systems Administrator.
- Organization led: Approximately 70 delivery professionals across Canada, the US, India, and Pakistan spanning help desk, professional services, cloud operations, and internal IT.
- Peer relationships: Finance/HR; Technology and Innovation (vendor/tech stack selection and solution design); Commercial (sales and marketing).
- Locations: New Jersey (primary US office), Toronto (primary Canadian office), with remote and hybrid team members across both countries, India & Pakistan.
- Classification: Full-time, executive (FLSA-exempt / Ontario-exempt); hybrid working arrangement with regular presence in the New Jersey and Toronto offices and periodic travel between sites, datacenters, and acquired-company locations. Note: Travel cross-border between US and Canada is expected to be no more than 1-2x per quarter.
Roles and Responsibilities
Service Delivery Leadership and Operational Excellence
- Own the full lifecycle of service delivery across all service lines and both countries. Partner with Tech & Innovation team to establish and enforce standardized, documented, and repeatable delivery processes, standard operating procedures, and a consistent service catalog across US and Canadian operations. Ensure services are delivered on time, on budget, and to contractual SLA and quality standards.
Client Experience and Satisfaction
- Champion a client-first, high sense of urgency culture across both regional help desk teams. Ensure consistent, high-quality, 24x7-responsive support for clients globally, with clear escalation paths from tier-1 through professional services. Own the client satisfaction program - surveys, complaint resolution, and churn-risk intervention - including partnering with VP Commercial for retention strategies for at-risk accounts, and growth strategies for strategic accounts.
SLA and Service Level Management
- Define, negotiate (with Commercial), monitor, and consistently meet/exceed client SLAs and internal operational targets. Maintain robust service level reporting, breach and failure root-cause analysis, and corrective action programs. Ensure contractual commitments are realistic, profitable, and operationally achievable across time zones and borders.
Cloud Operations and Infrastructure Reliability
- Directly accountable, through the Cloud Operations Manager, for the private cloud hosting business: datacenter operations, Windows server and ERP hosting platforms, proper licensing, capacity planning, high availability, disaster recovery, backup integrity, and infrastructure security posture. Ensure platform reliability, uptime, governance and cost efficiency that support both client commitments and healthy service margins.
Professional Services and Onboarding Excellence
- Through the Director of Professional Services, own client onboarding and offboarding, project management, and professional services for project implementation. Drive fast, high-quality, consistent and standardized low-risk onboarding that accelerates time-to-value and revenue recognition, and ensure projects are delivered on time, on budget, and with high client acceptance. Own the escalation framework from the help desk teams into professional services and engineering resources. Own Project Management Office (PMO) for all all internal and client facing projects.
Acquisition Integration and Scalable Growth
- Lead the service delivery dimension of tuck-in MSP acquisitions: due diligence on delivery operations, integration planning and execution, standardization of tooling, processes, and service catalogs, retention of key technical and service staff, and rapid migration of acquired clients onto Nuvollo platforms and SLAs - while protecting the client experience of both acquired and existing clients.
- Active participant in pre-acquisition diligence and post-acquisition integration efforts.
Team Leadership, Development, and Cross-Border Management
- Build, coach, and retain a high-performing, engaged, dispersed delivery organization across the US, Canada, India and Pakistan. Set clear goals and accountability for direct reports; develop succession plans and career paths; foster a unified culture across geographic and national boundaries; and manage performance, hiring, and staffing levels to meet demand. Ensure effective scheduling, coverage, and workload balancing across time zones.
- Financial and Capacity Management
Own the service delivery staffing budget. Partner with Finance on revenue recognition, project accounting, and cost allocation; partner with Commercial on scoping, pricing, and serviceability of new deals; partner with Tech & Innovation team on identification and definition of new services and standardized implementation and delivery processes, vendor partners and tech stack tools.
Process Improvement, Automation, and AI Enablement
- Drive continuous improvement across all delivery functions using metrics, root-cause analysis, and client feedback. Champion automation, AI-assisted support tooling, and self-service capabilities to improve response times, reduce cost-to-serve, and scale delivery capacity ahead of growth. Partner with Technology and Innovation on tooling and platform selection and on embedding AI consulting and governance practices into delivery.
Security, Compliance, and Risk Management
- Ensure delivery operations meet client contractual, regulatory, and cybersecurity obligations across both jurisdictions (e.g., cyber insurance requirements, privacy laws such as PIPEDA and state privacy statutes, and frameworks such as SOC 2 where applicable). Own operational incident and major outage management, including client communications, post-incident reviews, and remediation. Partner with Tech and Innovation leadership to ensure the security of Nuvollo’s own environment and hosted client infrastructure.
Qualifications and Experience
Required
- 10+ years of progressive experience in IT service delivery, managed services, or IT operations, including 5+ years in senior leadership roles within an MSP, hosting provider, or comparable IT services environment.
- Proven leadership of multi-site, dispersed teams of 40+, with demonstrated success managing remote/hybrid organizations across time zones and national borders.
- Deep working knowledge of IT service management frameworks (ITIL), help desk operations, cloud/hosted infrastructure (Windows Server, virtualization, ERP hosting), and managed security service operations.
- Strong command of service metrics and reporting (SLAs, CSAT/NPS, MTTR, utilization) and experience running data-driven operational reviews.
- Bachelor’s degree in information technology, computer science, business, or equivalent practical experience.
Preferred
- Experience serving mid-market commercial clients in regulated or ERP-heavy environments.
- Demonstrated P&L or budget ownership, with a track record of managing service margins, utilization, and capacity planning.
- Direct experience with service delivery aspects of M&A integration (tuck-in acquisitions preferred) and with scaling operations through rapid growth.
- Familiarity with privacy and compliance regimes in both the US and Canada (PIPEDA, state privacy laws, cyber insurance requirements, SOC 2).
- Exposure to AI-assisted service delivery tooling, automation platforms, and AI consulting practices.
- Relevant certifications such as ITIL Expert/Managing Professional, PMP, CISSP, or equivalent.
Core Competencies
- Executive leadership: Builds, develops, and retains high-performing teams; sets direction and accountability; leads through influence across departments.
- Operational rigor: Runs disciplined, metrics-driven operations; balances urgency with process consistency.
- Client orientation: Deeply client-focused; treats client experience as the primary competitive differentiator.
- Change and integration leadership: Comfortable with ambiguity; drives integration and standardization during rapid, acquisition-fueled growth.
- Financial acumen: Understands service economics, pricing, and margin drivers; makes staffing and investment decisions grounded in data.
- Communication: Clear, credible communicator with executives, clients, and frontline staff alike; strong written and verbal presentation skills.
What We Offer
Working Conditions
- Hybrid arrangement with regular presence at the New Jersey and Toronto offices; periodic travel to datacenter facilities and acquired-company locations (approximately 10–20%).
- Availability for escalation coverage during major incidents and outages, including occasional after-hours and weekend engagement.
- Legal authorization to work in the United States or Canada; ability to travel freely across the US–Canada border.
Compensation Package
- Compensation is competitive and commensurate with experience, comprising base salary, paid time off, paid holidays, medical, dental and vision benefits, 401K plan with company match.
