Senior Vice President of Technology

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the operational foundation of the technology organization, encompassing engineering, client support, cybersecurity, and IT operations.

• Report directly to the CTO and manage execution across four functional leaders along with daily service delivery.

• Ensure that client support teams adhere to response-time and resolution targets across all client tiers.

• Manage escalation processes, staffing models, and support systems, including the Halo ticketing platform.

• Supervise infrastructure, systems engineering, and technical delivery.

• Establish standards for process discipline, documentation, and accountability throughout engineering.

• Take charge of the operational security posture, which includes monitoring, incident response, vulnerability management, and compliance readiness.

• Facilitate the transition from manual, reactive IT operations to automated and repeatable processes.

• Decrease operational burdens while enhancing client consistency.

• Directly oversee functional leaders in Client Support, Engineering, Cybersecurity, and IT Operations.

• Set performance expectations, manage performance reviews, and cultivate a leadership pipeline.

• Coordinate cross-departmental responses to client issues involving support, engineering, and security teams.

• Develop and maintain the technology delivery operational scorecard, which tracks response times, resolution rates, security incidents, and retention impact.

• Present data and operational metrics in discussions with the CTO.

• Travel, work, or present onsite as required to support business needs, ensure service continuity, and represent Personified to clients and partners.

⛳️ Requirements

• Minimum of 8 years in technology operations leadership.

• At least 4 years of experience in a managed service provider (MSP) setting.

• Understanding of ticket economics, SLAs, multi-client environments, and the ability to support multiple organizations concurrently.

• Direct management experience across various technical departments simultaneously.

• Experience in managing managers rather than just individual contributors.

• Proven ability to transform an under-disciplined operation into a more consistent one without causing slowdowns or increasing bureaucracy.

• Proficient in cybersecurity operations.

• Experience in building or scaling IT automation.

• Clear and direct communication style.

• Capability to document decisions and clarify ambiguous problems.

• Background in serving mission-driven, nonprofit, or advocacy organizations.

• Comfortable working in a smaller, fast-paced company while engaging in hands-on tasks.

• Recognize that effective processes enhance team efficiency and distinguish between bureaucracy and discipline.

• Eagerness to build a team rather than merely managing an existing one.

🏝️ Benefits

• Flexible remote work environment.

• Competitive salary.

• Eligibility for bonuses.

• Healthcare packages partially funded by Personified.

• Optional 401K with matching contributions from Personified.

• Cell phone stipend.

• Annual budget for learning and development.