VP, ITO Operations & Service Delivery

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

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