VP of Operations - North

Lyra Technology Group; Waterloo (IL); Remote; USD 150.000 - 200.000; Vollzeit

Zusammenfassung

Lyra Technology Group seeks a VP of MSP Operations to partner with CEOs across a portfolio of independent MSPs. This role emphasizes influence over execution and profitability in decentralized businesses, not day-to-day management of a single MSP.

You will work with the Regional CEO and local leaders to identify gaps, implement best practices, and improve KPI accountability while balancing customer experience, team health, and growth across markets in North America.

Qualifikationen

• Experience leading operations within an MSP or IT services organization.
• Strong understanding of service delivery, PSA metrics, utilization, project operations, growth, and customer success.
• Proven ability to improve operational performance and scalability.
• Executive presence with the ability to influence CEOs and senior leaders.
• Comfortable operating across multiple businesses and leadership styles.

Aufgaben

• Partner with CEOs and operational leaders to improve business performance and execution.
• Drive operational rigor across service delivery, utilization, project delivery, customer experience, and KPI management.
• Identify operational gaps, risks, and improvement opportunities across the portfolio.
• Support leadership teams with strategic planning, accountability frameworks, and operational best practices.
• Help improve pricing discipline, productivity, and profitable growth initiatives.
• Share best practices and operational insights across portfolio companies.
• Support post-acquisition operational integration and maturity initiatives where applicable.
• Build strong relationships with local leadership teams through influence and credibility rather than centralized control.
• Own the monthly reporting cadence for the region, including preparation and delivery of performance reports to the Regional CEO and portfolio leadership.
• Analyze operational and financial data (PSA metrics, utilization, service margins, customer health) to surface trends, risks, and improvement opportunities.
• Support the annual budgeting process and ongoing forecasting across portfolio companies, partnering with CEOs and finance teams.
• Prepare monthly MD&A; commentary on regional performance, explaining variances against budget and forecast.
• Coordinate and facilitate the regional operating rhythm, including monthly business reviews, leadership meetings, and cross-OpCo working sessions.
• Frequent travel to embed within MSPs (located primarily in Canada), expect 1–2 weeks a month.

Kenntnisse

MSP operations

PSA metrics

Executive influence

Cross-border travel

Financial acumen

Jobbeschreibung

Lyra Technology Group is a p rivate e quity-backed holding company that invests in and operates industry leading technology service businesses. Our companies are operated independently by exceptional management teams. Companies that join our group retain the employees, name, and culture that have made them successful. As a platform of Evergreen Services Group, we never divest from businesses we partner with and approach every decision with the goal of driving sustainable and healthy growth over the long term.

We’re looking for a VP of MSP Operations to partner with CEOs across a portfolio of independent MSPs. This isn’t a centralized corporate ops role and it’s not about running a single MSP day-to-day. The focus is helping great operators improve execution, service delivery maturity, productivity, and profitable growth across their businesses.

You’ll work directly with the Regional CEO and collaborate with local leadership teams to identify operational gaps, implement best practices, improve KPI accountability, and help drive in-year performance. The businesses remain decentralized, each with their own brand, leadership team, and market presence, so success in this role is about influence, operational credibility, and the ability to help teams execute at a higher level.
The ideal candidate has real MSP operational leadership experience and understands how to scale service organizations while balancing customer experience, team health, and profitability.

Key Responsibilities

• Partner with CEOs and operational leaders to improve business performance and execution
• Drive operational rigor across service delivery, utilization, project delivery, customer experience, and KPI management
• Identify operational gaps, risks, and improvement opportunities across the portfolio
• Support leadership teams with strategic planning, accountability frameworks, and operational best practices
• Help improve pricing discipline, productivity, and profitable growth initiatives
• Share best practices and operational insights across portfolio companies
• Support post-acquisition operational integration and maturity initiatives where applicable
• Build strong relationships with local leadership teams through influence and credibility rather than centralized control
• Own the monthly reporting cadence for the region, including preparation and delivery of performance reports to the Regional CEO and portfolio leadership
• Analyze operational and financial data (PSA metrics, utilization, service margins, customer health) to surface trends, risks, and improvement opportunities
• Support the annual budgeting process and ongoing forecasting across portfolio companies, partnering with CEOs and finance teams
• Prepare monthly MD&A; commentary on regional performance, explaining variances against budget and forecast
• Coordinate and facilitate the regional operating rhythm, including monthly business reviews, leadership meetings, and cross-OpCo working sessions
• Frequent travel to embed within MSPs (located primarily in Canada), expect 1–2 weeks a month

Requirements

• Experience leading operations within an MSP or IT services organization - this is required
• Strong understanding of service delivery, PSA metrics, utilization, project operations, growth, and customer success
• Proven ability to improve operational performance and scalability
• Executive presence with the ability to influence CEOs and senior leaders
• Comfortable operating across multiple businesses and leadership styles
• Data-driven with strong operational and financial acumen
• Candidates can be based anywhere with a preference for Vancouver, BC or Chicago, but must have the ability to travel within Canada and the United States up to 50% of the time

What Makes This Opportunity Unique

• Exposure to multiple MSP businesses, leadership teams, and operating models
• Ability to influence performance at scale across a growing portfolio
• High visibility role working directly with executive leadership
• Opportunity to shape operational strategy and best practices across the region
• Significant long-term growth potential within a rapidly growing platform

Base salary range for the role is targeted at $150,000 - $200,000 (DOE) + annual bonus potential.