FRACTIONAL VP OF MSP OPERATIONS
An established services provider is seeking an experienced Vice President of MSP Operations to provide executive leadership and operational stability for our Managed Services business. This is an opportunity for a seasoned MSP operator to step in, provide immediate credibility, strengthen processes, support the existing team, and help mature the operational foundation.
The ideal candidate is a proven MSP executive who can quickly assess the environment, establish trust across the organization, implement practical best practices, and ensure the business continues to scale in a disciplined and predictable manner. This individual will serve as a stabilizing leadership presence, partnering closely with the MSP Service Desk Manager, Operations leadership, and executive team.
Responsibilities:
- Oversee the operational health, service delivery effectiveness, and organizational alignment of the Managed Services business.
- Provide steady leadership, improve process maturity, support team development, and introduce operational best practices that enable scalable growth.
- Provide coaching, support, and guidance to the MSP leadership team
- Create confidence and stability across the organization while maintaining team engagement and morale
- Act as a trusted advisor to executive leadership regarding MSP strategy, organizational design, and operational priorities
- Evaluate existing MSP operational processes and identify opportunities for improvement
- Enhance service delivery workflows, escalation procedures, governance models, and accountability structures
- Implement practical MSP best practices that improve consistency, efficiency, and scalability
- Establish clear operating rhythms, reporting structures, and performance management processes
- Review and improve the operational relationship between Cloud5's U.S. teams and outsourced support resources in the Philippines
- Develop clear escalation paths, ownership models, and handoff procedures across time zones
- Ensure issues are routed and escalated consistently and efficiently to the appropriate resources
Requirements:
- 10+ years of MSP, Managed Services, or recurring-revenue IT operations leadership experience
- Prior experience serving as a VP, Director, or senior operational leader within a managed services organization
- Demonstrated success scaling MSP operations and implementing mature service delivery processes
- Should be calm under pressure, highly collaborative, and capable of navigating complex stakeholder dynamics while maintaining focus on customer outcomes and business performance.
- Strong understanding of:
- Service Desk Operations
- Infrastructure Support
- ITSM frameworks and operational governance
- Escalation management
- Managed service delivery models
- Offshore and distributed support operations
- Experience building operational rigor in growth-stage MSP organizations
- Hospitality industry experience is a plus, but not required
- Experience leading global teams is a plus, but not required
- Experience leading geographically dispersed teams and outsourced support models
About Korn Ferry
Korn Ferry unleashes potential in people, teams, and organizations. We work with our clients to design optimal organization structures, roles, and responsibilities. We help them hire the right people and advise them on how to reward and motivate their workforce while developing professionals as they navigate and advance their careers. To learn more, please visit Korn Ferry at www.Kornferry.com
