Vice President Information Technology Operations

Provalus; North Carolina; On-site; USD 190,000 - 240,000; Full time

Benefits offered by this job

Competitive salary

Performance-based incentives

Comprehensive benefits package

Job summary

Provalus seeks a Vice President of ITO Operations to own end-to-end IT outsourcing delivery across multiple towers and centers. This leader will manage 500+ team members, drive performance against SLAs, and shape the ITSM practice with strong process discipline and documentation.

The ideal candidate combines deep IT infrastructure fluency with substantial senior leadership experience, and can navigate client escalations, major incidents, and workforce planning to scale operations across a

Qualifications

• 10+ years of progressive IT operations leadership experience including help desk, desktop support, and networking.
• Experience leading multi-tower, multi-site IT operations teams of 100+ employees.
• Strong working knowledge of ITSM frameworks (ITIL) and ticketing platforms.
• Ability to build, govern SOPs, runbooks, and knowledge bases at scale.
• Proven track record in process improvement to reduce ticket volume and improve SLA performance.
• Financial acumen with budget ownership and cost-to-serve management.
• Experience managing client relationships in outsourced or managed services delivery.

Responsibilities

• Own end-to-end delivery of IT outsourcing services across multiple towers and delivery centers.
• Lead a large, distributed workforce including senior directors and managers.
• Drive SLA/KPI performance across towers and ensure accountability and action.
• Champion ITSM practices including incident, problem, change, and request management.
• Develop and maintain SOPs, runbooks, and KB content for consistency and training.
• Partner on staffing, planning, and scheduling to align with forecasted demand.
• Oversee budget and cost-to-serve, balancing headcount and tooling with margins.
• Build strong client relationships and translate requirements into staffing and tech decisions.

Skills

IT operations leadership

Multi-site leadership

ITSM knowledge

SOPs & Runbooks

Process improvement

Budget management

Client management

Education

Bachelor's degree in Information Technology or Computer Science

Tools

ServiceNow

Ivanti

Zendesk

Jira Service Management

Datadog

Job description

Reclaiming the American Dream, One Community at a Time

Vice President, ITO Operations

Help Desk | Desktop Support | Networking | NOC & Monitoring | Server & Cloud Infrastructure | Field Services

Department: IT Outsourcing (ITO) Operations

Reports To: EVP of Delivery

Location: Based within driving distance of a Provalus U.S. delivery center (AL, AR, KY, MO, NC, OK, SC, or TX); regular travel across the delivery network required

Employment Type: Full-Time, Exempt

Level: Vice President

About Provalus

Provalus is a U.S.-based Business Process Outsourcing (BPO) and IT Outsourcing (ITO) company on a mission to transform communities from the inside out. Founded in 2017, we operate exclusively from rural American towns, hiring and training local talent — including veterans and high-potential individuals with no prior tech background — for lasting careers in technology, customer experience, and business services. Every delivery center we open represents a multi-million-dollar annual economic investment in that community. We believe great talent exists everywhere, and we're building the career paths to prove it.

Position Summary

Provalus is seeking a Vice President of ITO Operations to own the end-to-end delivery of our IT outsourcing services across multiple towers and delivery centers. This leader will be accountable for a multi-site organization of 500+ team members spanning help desk, desktop support, networking, NOC/monitoring, server and cloud infrastructure, and field services. Reporting to the EVP of Delivery, the VP will scale delivery capacity as the business grows, ensure operational excellence against client SLAs, and build the ITSM discipline - process, tooling, and documentation - that makes a distributed, multi-tower organization run predictably at scale.

The ideal candidate combines strong technical fluency across IT infrastructure and support domains with proven experience leading large, multi-layered operations teams (director- and manager-level leaders reporting up through them). They are equally comfortable in a client escalation, a major incident bridge, a workforce planning review, or a process-improvement workshop, and are fluent in the language of ITSM: ticketing, SOPs, runbooks, knowledge bases, and workflow design.

Key Responsibilities

• Tower & Team Leadership: Own end-to-end operational leadership across all ITO towers - help desk, desktop support, networking, NOC/monitoring, server and cloud infrastructure, and field services - spanning 100+ team members and multiple delivery centers.
• Org Design & Scaling: Build, mentor, and manage a leadership bench of directors, managers, and team leads; scale org structure and span of control as headcount and client volume grow, from a single site to a multi-site, multi-tower footprint.
• Service Delivery & SLAs: Own SLA and KPI performance across all towers (ticket resolution time, first-call resolution, uptime, MTTR, CSAT/NPS), driving accountability and corrective action when performance slips.
• ITSM Ownership: Champion mature ITSM practice across the organization: incident, problem, change, and request management; ensure disciplined use of the ticketing platform and adherence to escalation and major-incident procedures.
• Documentation & Process: Own the lifecycle of SOPs, runbooks, and knowledge base (KB) articles across every tower - ensuring documentation is current, discoverable, and actually used on the floor; build workflows that reduce variance and rework.
• Process Improvement: Run a continuous improvement discipline (root-cause analysis, process mapping, Lean/Six Sigma-style initiatives) to reduce ticket volume, improve first-contact resolution, and increase automation across support and infrastructure functions.
• Client & Vendor Management: Serve as the senior operational point of contact for ITO clients — leading business reviews, managing escalations, and translating client requirements into staffing, process, and technology decisions.
• Workforce Planning: Partner with Workforce Management and Talent Acquisition on staffing plans, hiring, and scheduling to keep every tower resourced against forecasted ticket and project volume.
• Budget & P&L: Own budget and cost-to-serve for the ITO operations organization, balancing headcount, tooling, and infrastructure spend against contracted margins and growth targets.
• Technology & Tooling: Evaluate, implement, and drive adoption of ITSM and monitoring tooling (e.g., ServiceNow, Ivanti, Zendesk, SolarWinds, Datadog) and infrastructure platforms (on-prem, Azure/AWS) across the organization.
• Compliance & Risk: Ensure operations meet client contractual and security/compliance requirements (e.g., data handling, access control, change management) across all towers and sites.
• Culture Ownership: Champion Provalus's mission and community-first culture across a large, distributed technical workforce, reinforcing career pathways from entry-level support roles into senior technical and leadership positions.

Required Qualifications

• 10+ years of progressive IT operations leadership experience, including help desk/service desk, desktop support, and networking, with at least 5 years at a senior director or VP level.
• Demonstrated experience leading multi-tower, multi-site IT operations teams of 100 or more employees, ideally within an ITO, MSP, or shared-services environment.
• Strong working knowledge of ITSM frameworks and disciplines (ITIL or equivalent) - incident, problem, change, and request management - and hands-on fluency with ITSM/ticketing platforms (e.g., ServiceNow, Ivanti, Zendesk, Jira Service Management).
• Proven ability to build and govern SOPs, runbooks, and knowledge base content at scale, and to design workflows that reduce variance across distributed teams.
• Track record of driving process improvement initiatives (root-cause analysis, process mapping, Lean/Six Sigma, or similar) that measurably improved SLA performance or reduced cost-to-serve.
• Solid technical grounding across core ITO domains – device & desktop support, networking , endpoint support, server administration, and cloud infrastructure — sufficient to lead technical teams credibly and make sound architectural and staffing decisions.
• Experience owning SLA/KPI performance and client relationships in an outsourced or managed-services delivery model.
• Strong financial acumen, including budget ownership and cost-to-serve management.
• Excellent people leadership skills, including hiring, coaching, and developing multiple layers of technical management.
• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent professional experience.
• Ability to be based within driving distance of a Provalus delivery center, with regular travel across the delivery network.

Preferred Qualifications

• ITIL v4 Foundation or higher certification.
• PMP, Lean Six Sigma, or equivalent process-improvement certification.
• Experience in a BPO, ITO, or managed services provider serving multiple external clients under contractual SLAs.
• Experience standing up or maturing a NOC/monitoring function and major incident management process.
• Familiarity with field services logistics and dispatch management.
• Relevant technical certifications (e.g., CompTIA Network+/Security+, Cisco CCNA, Microsoft Azure Administrator) or equivalent hands-on depth.

What Provalus Offers

• The opportunity to lead a large, high-impact technical operation within a mission-driven company that is actively transforming rural American communities.
• A senior leadership seat shaping how Provalus scales its ITO delivery organization as the company grows into new markets and towers.
• Competitive salary, performance-based incentives, and a comprehensive benefits package.
• A collaborative, growth-oriented culture built around accountability, development, and community impact.

Equal Opportunity Employer

Provalus is proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected status.