Interim VP of Operations / Interim COO (MSP)
About the Role
We are seeking an experienced Interim VP of Operations / COO to partner with our leadership team and drive operational excellence across our managed services organization. This role is ideal for a hands on, execution focused operator with MSP experience who can quickly assess our current processes, identify opportunities for efficiency, and implement scalable improvements.
The interim leader will focus on process assessment and optimization, contract and service review, and profitability analysis with a particular emphasis on lowering cost per ticket, cost per device, and cost per client.
This is a small but growing company (approx. 60 employees), so we're looking for someone practical, agile, and comfortable rolling up their sleeves not a heavy enterprise executive.
Key Responsibilities
Operational Assessment & Process Improvement
- Conduct a comprehensive review of existing service delivery processes (help desk, NOC, projects, onboarding, escalation paths).
- Map workflows to identify bottlenecks, redundancy, and inefficiencies.
- Develop and execute a prioritized improvement plan focused on speed, quality, and cost reduction.
- Implement standard operating procedures (SOPs) and performance metrics across operational areas.
- Evaluate tool stack (PSA/RMM/ticketing, documentation tools, automation opportunities) for optimization.
Contract & Service Review
- Review current client contracts for profitability, scope clarity, pricing alignment, and service structure.
- Recommend adjustments to contract terms, pricing models, or service tiers.
- Create standardized contract templates to drive consistency across new and renewal agreements.
- Work with sales/account management to ensure contracts match operational capabilities and cost structure.
Financial & Profitability Analysis
- Analyze cost drivers including technician utilization, ticket volume patterns, service mix, and overhead allocation.
- Build or refine dashboards to track cost per ticket, cost per endpoint/device, and cost per client.
- Develop actionable strategies to increase gross margin on managed services offerings.
- Support execution of changes (automation, workforce allocation, contract adjustments, tooling changes).
Execution & Change Leadership
- Drive cross functional alignment across Service Desk, NOC, Projects, and Account Management.
- Ensure successful rollout of new processes and KPIs with clear communication and accountability.
- Mentor operational managers; help develop sustainable operational discipline.
- Provide interim leadership stability while advising on long term org structure and competencies needed.
Qualifications
- 8+ years of operational leadership experience, ideally within a Managed Services Provider or IT services environment.
- Strong background in process improvement, service delivery optimization, and KPI driven operations.
- Experience analyzing and improving financial performance metrics specific to MSPs.
- Familiarity with common MSP toolsets (ConnectWise, Autotask, Kaseya, HaloPSA, etc.).
- Ability to quickly assess, recommend, and implement changes in a fast moving environment.
- Hands-on operator with a pragmatic approach comfortable working in a small company setting.
- Excellent communication and change management skills.
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
