Vice President of Managed Service Delivery

Job Description SupraITS is hiring aVice President of Managed Service Deliveryfor its subsidiary Atomic North, India. If you're someone who is an senior-level, hands-on leader running global IT, then this position is for you. Atomic North offers a unique opportunity to shape the financial and operational foundation of a fast-growing multinational technology organization. LOCATIONS: This role is hybrid and is available for candidates located in: Jammu ABOUT SUPRA ITS Founded in 1999, Supra ITS has grown into a globally trusted IT partner, delivering world-class Managed IT, Cybersecurity, Digital Transformation, Application Services, and Business Process Outsourcing (BPO) Services. Headquartered in Mississauga, Supra ITS operates with 650+ employees worldwide, including Network Operations Centers (NOCs) in Canada and India, ensuring 24/7 IT support and seamless service delivery. Supra ITS provides a full spectrum of IT solutions, including server and network management, private cloud, disaster recovery, service desk support, and advanced security services. With a security-first approach and SLA-driven commitments, Supra ITS takes complete ownership of IT services, allowing clients to focus on growth while ensuring uninterrupted operations. CANON PARTNERSHIP In 2021, Canon Canada made a significant equity investment in Supra ITS, recognizing a shared commitment to deliver secure, innovative, and customer-centric technology solutions. Today, Canon and Supra operate as an integrated partnership, blending Canon's global innovation with Supra's agility and managed services expertise to drive rapid growth across North America. Together we are redefining enterprise technology delivery, combining world-class engineering, operational excellence, and customer intimacy. Learn more at www.supraits.com ABOUT ATOMIC NORTH Atomic North is the India-based subsidiary of Supra ITS, serving as the global delivery and operations centre behind Supra's Managed IT, Application Services, and BPO businesses. As an integral part of Supra ITS international ecosystem, Atomic North ensuresoperational transparency, andseamless collaboration with our North American leadership teams. As Supra ITS scales rapidly across North America in partnership with Canon, Atomic North is expanding its leadership team in India to support the company's next phase of growth, maturity, and operational excellence. ABOUT THE ROLE This is a senior leadership position responsible for building, managing, and growing Infrastructure Services delivery in India, covering Service Desk, Network Operations Center (NOC), and Security Operations Center (SOC) functions. The leader will drive operational excellence, customer satisfaction, and financial performance for all infrastructure services delivered from India. Over time, this role will expand to full P&L accountability for the Managed Services and Managed Security business lines, including revenue growth, profitability, and innovation This role is ideal for professionals looking to build a career that mirrors North American standards of performance, governance, and transparency, without relocating. Opportunities may arise for travel to North America based on performance and business needs. WHAT MAKES THIS ROLE UNIQUE - Direct impact: Work closely with the CEO and executive teams in Canada and India. - Prestige & stability: Backed by Canonone of the world's most trusted brands - Global exposure: Collaborate across geographies and time zones YOU ARE Accountable and hands-on: Equally driven by numbers, outcomes, and people. You lead from the front and take ownership for every SLA, escalation, and success story. Operationally obsessed: Detail-oriented when it comes to governance, process, and automation, yet always grounded in the bigger business picture. A builder at heart: Passionate about developing teams, standardizing processes, and creating scalable systems that can grow tenfold. Financially aware: You understand margins, utilization, and customer profitability, not just uptime and MTTR. Customer-centric: You know how to manage global clients, lead governance calls, and communicate complex technical realities in clear business terms. Strategic by instinct, execution-driven by nature: You balance vision with discipline, setting direction while ensuring flawless daily operations. Proactive and decisive: You don't wait for problems to escalate; you anticipate, act, and resolve. A cultural bridge: Equally comfortable working with teams in India and executives in North America, bringing alignment, transparency, and trust to every interaction. You don't just run IT operations, you elevate them into a business. Key Responsibilities Strategic Leadership - Lead and scale all Infrastructure Services operations in India Service Desk, NOC, and SOC ensuring 24x7 global delivery excellence. - Build a world-class operational organization under Atomic North that aligns with Supra ITS's North American standards, governance, and culture. - Develop and execute a 3-year growth roadmap for India operations, including automation, process optimization, and cybersecurity maturity. - Partner closely with Supra's global leadership team on strategy, delivery innovation, and customer engagement. Operational Excellence - Own service delivery metrics (SLA, MTTR, CSAT, uptime, and quality) across global customer environments. - Implement standardized ITIL-based processes and continuous improvement programs. - Ensure operational integration across Service Desk, NOC, and SOC using Supra's toolset (ConnectWise, N-able, IT Glue, CrowdStrike, BrightGauge, etc.). - Oversee governance, compliance, and readiness for SOC 2, ISO 27001, ISO 20000, and other certifications. People & Organization Development - Lead and mentor delivery managers and technical teams (200+ staff). - Drive a culture of accountability, transparency, and continuous learning. - Build a strong leadership bench for service delivery, technical expertise, and customer success. Financial & P&L Responsibilities - Collaborate initially with finance and operations to manage cost structures, billing efficiency, and resource utilization. - Transition to P&L ownership for the Managed Services and Managed Security lines of business, overseeing delivery margins, customer renewals, and growth. - Identify new revenue streams, service enhancements, and upsell opportunities. Customer & Partner Engagement - Support client governance meetings, QBRs, and executive escalations. - Work closely with Supra and its strategic partner Canon to deliver seamless integrated services. - Represent the India operations function in cross-geography leadership forums. Qualifications & Experience - 15-25 years of experience in IT Infrastructure Operations / Managed Services / MSSP environments. - 8+ years in senior leadership roles (Director, VP, or Delivery Head) managing 100+ team size. - Proven record of building and leading 24x7 global IT operations across Service Desk, NOC, and SOC. - Strong understanding of ITIL, automation, monitoring, and cybersecurity practices. - Experience driving financial performance and P&L management preferred. - Excellent communication skills with executive presence and global customer exposure. - Certifications such as ITIL, PMP, CISSP, or CISM are assets. Leadership Attributes - Strategic thinker with operational depth. - Data-driven and execution-oriented. - High integrity, customer-first mindset, and strong team builder. Entrepreneurial approach to scaling a business unit within a fast-growing organization Compensation: Competitive annual salary plus Annual Performance Bonus. We thank all applicants for their interest; however, only those selected for interviews will be contacted. If you require any accommodation during the recruitment process, please inform us, we'll ensure reasonable provisions are in place.