Job Description

Chief Operating Officer (COO) - Managed Service Provider 

Company Overview 

Solvere One is a dynamic and growing Managed Service Provider (MSP) committed to delivering best-in-class IT support, cybersecurity solutions, and strategic technology guidance to small and medium-sized businesses. Our mission is to empower our clients by managing their technology, so they can focus on their core business. We are seeking an experienced and visionary Chief Operating Officer to join our executive team and drive operational excellence and scalable growth. 

Job Summary 

The Chief Operating Officer (COO) is a pivotal executive leadership role, reporting directly to the Chief Executive Officer (CEO). The COO will be responsible for the overall strategy, execution, and management of all operational aspects of the company, including service delivery, technical support, project implementation, and internal IT systems. This role is crucial for ensuring efficiency, quality, client satisfaction, and profitability as the company scales. The COO will foster a culture of continuous improvement, accountability, and client-centric service. 

Key Responsibilities 

Strategic Operational Leadership 

• Develop and execute operational strategies, policies, and procedures that align with the company's vision and strategic objectives. 

• Collaborate with the CEO and other executive leaders on long-range planning, growth initiatives, and market positioning. 

• Translate strategic goals into actionable operational plans, setting clear objectives and key results (OKRs) for operational departments. 

• Oversee operational budgeting, resource allocation, and financial performance monitoring for service delivery. 

Service Delivery Excellence 

• Lead all facets of service delivery, including the Service Desk (Help Desk), Network Operations Center (NOC), Security Operations Center (SOC) (if applicable), Field Services, and Professional Services/Project Management Office (PMO). 

• Ensure consistent, high-quality service delivery that meets or exceeds client expectations and contractual Service Level Agreements (SLAs). 

• Drive the optimization of service delivery processes, leveraging automation and best practices to enhance efficiency and client experience. For instance, aim for a 20% improvement in First Contact Resolution (FCR) within 12 months. 

• Oversee the selection, implementation, and optimization of core MSP platforms (e.g., PSA, RMM, documentation, security tools). 

Team Leadership and Development 

• Build, mentor, and lead a high-performing, engaged, and accountable operations team. 

• Foster a culture of excellence, collaboration, continuous learning, and professional growth. 

• Implement robust performance management processes, providing regular coaching and feedback. 

• Ensure appropriate staffing, training, and development programs are in place to meet current and future operational needs. 

Process Improvement and Efficiency 

• Champion continuous improvement initiatives across all operational functions, utilizing frameworks such as ITIL, Lean, or Six Sigma. 

• Develop, monitor, and analyze Key Performance Indicators (KPIs) to measure operational performance, identify areas for improvement, and drive data-driven decision-making. 

• Standardize and document operational processes to ensure consistency, quality, and scalability. 

• Lead efforts to streamline workflows, reduce waste, and optimize resource utilization. 

Financial Management and Vendor Relations 

• Manage the operational budget effectively, ensuring services are delivered profitably and within financial targets. 

• Contribute to the development of service pricing and costing models. 

• Oversee key vendor relationships, ensuring optimal value, performance, and alignment with strategic goals. 

• Negotiate and manage vendor contracts and service level agreements. 

Client Satisfaction and Retention 

• Partner with Sales and Account Management teams to ensure a seamless client onboarding experience and high levels of ongoing client satisfaction and retention. 

• Act as a senior point of escalation for critical client issues, ensuring timely and effective resolution. 

• Proactively identify opportunities to enhance client value and strengthen relationships. 

Compliance and Risk Management 

• Ensure all operational activities adhere to relevant industry standards, regulatory requirements (e.g., HIPAA, GDPR, PCI-DSS as applicable), and internal policies. 

• Collaborate with security leadership to implement and maintain robust security controls and practices within operations and client service delivery. 

Qualifications 

Education 

• Bachelor’s degree in Business Administration, Information Technology, Engineering, or related field. 

• An MBA or other relevant advanced degree is strongly preferred. 

Experience 

• A minimum of 10 years of progressive experience in IT operations management, with at least 5-7 years in a senior leadership role (e.g., VP of Operations, Director of Services) specifically within a Managed Service Provider (MSP) environment. 

• Demonstrable success in scaling operations, improving service delivery metrics, and managing P&L for operational departments in an MSP context. 

• Proven experience in developing and implementing strategic operational plans that have resulted in significant improvements in efficiency, client satisfaction, and profitability. 

• Extensive experience with core MSP technologies and platforms (e.g., ConnectWise Suite, Datto, IT Glue). 

Skills and Competencies 

• Exceptional leadership, team-building, and motivational skills. 

• Strong strategic thinking, business acumen, and financial literacy. 

• Deep understanding of IT service management (ITSM) frameworks (ITIL certification highly desirable). 

• Excellent analytical, problem-solving, and decision-making capabilities. 

• Superior communication, presentation, and interpersonal skills, with the ability to engage effectively at all levels of the organization and with clients. 

• Proficiency in data analysis, KPI development, and performance reporting. 

• Ability to manage multiple priorities in a fast-paced, evolving environment. 

• A strong client-first mentality and a passion for service excellence. 

Key Performance Indicators (KPIs) 

Success in this role will be evaluated based on metrics including, but not limited to: 

• Client Satisfaction (CSAT) scores and Net Promoter Score (NPS). 

• Client Retention Rate. 

• SLA Adherence and Achievement. 

• Mean Time To Resolution (MTTR) and First Contact Resolution (FCR). 

• Engineer Utilization and Billable Hours (if applicable). 

• Service Gross Margin and Operational Cost Efficiency. 

• Employee Engagement and Retention within operational teams. 

Reporting Structure 

The Chief Operating Officer reports directly to the Chief Executive Officer (CEO). 

Compensation and Benefits 

• A competitive executive salary is commensurate with experience. 

• Significant performance-based bonus potential tied to company and individual objectives. 

• Comprehensive benefits package, including medical, dental, and vision insurance. 

• Retirement savings plan (e.g., 401(k) with company match. 

• Generous paid time off (PTO) and company holidays. 

• Opportunities for ongoing professional development and executive coaching. 

Work Environment 

• This is a Full-time position. 

• Based at our headquarters in Dulles, Virginia. 

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