Vice President, MSP Operations

What You will Do (Essential Responsibilities)

1. Cloud5 MSP Operating Model Ownership

• Design, implement, and enforce Cloud5’s MSP operating framework across all contributing business units

• Establish clear upstream and downstream accountability across departments

• Ensure MSP delivery is predictable, repeatable, and scalable across Cloud5’s hospitality client base

1. Readiness Gates & Governance

• Define and enforce readiness gates before:

o New MSP customer onboarding

o Project-to-MSP transitions

o Service expansions or major changes

• Ensure service commitments align with Cloud5’s delivery capacity and risk tolerance

• Own escalation governance for cross-business-unit conflicts

• Ensure standards are enforced consistently — not negotiated under revenue pressure

1. Service Delivery Performance

• Own MSP service performance across Cloud5, including:

• SLA compliance

• Service stability and incident trends

• Escalation frequency and root causes

• Ensure consistent delivery across:

• Service Desk

• Tier 2 / Tier 3 Infrastructure

• Security and SOC partners

• Network and HSIA interfaces

1. Financial Performance & Margin Protection

• Own MSP gross margin and cost-to-serve

• Identify and eliminate margin leakage caused by:

• Poor handoffs between departments

• Unscoped or unmanaged work

• Operational inefficiencies

1. Organizational Design & Leadership

• Be a primary contributor to design and evolve the future-state MSP organizational structure

• Build bench strength and succession planning across MSP Operations

1. Cross-Functional Alignment

• Act as the single operational authority for MSP delivery across Cloud5

• Align Sales, Projects, HSIA, Security, and Service Operations around shared outcomes

• Ensure Cloud5 presents a unified operational experience to MSP client