Vice President of Support and Managed Services

Electrosonic is where imagination comes to life!

Founded in 1964, Electrosonic is an international audio-visual and technology services company that designs, builds, and supports innovative solutions creating lasting experiences where people live, work and play.

The Position:

The Vice President of Support and Managed Services will play a pivotal role in Electrosonic's transformation to a service-led organization. This is a strategic and operational leadership role, responsible for delivering exceptional service experiences, driving customer satisfaction, and developing scalable services that deliver long-term value to clients.

You will lead and evolve our support services, field service operations, and managed services portfolio while collaborating cross-functionally with sales, project delivery, IT, and product development. This role is also responsible for developing the technology stack and processes needed to scale service delivery, in close partnership with the IT team.

This role reports to the Chief Executive Officer and leads a diverse team. As the senior leader, it is an opportunity for someone to build and drive a team focused on growth while maintaining a high level of execution and P&L success.

Key Responsibilities:

Service Delivery & Customer Experience

• Ensure consistent, high-quality delivery of managed and support services across all regions.
• Own and improve service performance metrics such as SLA compliance, uptime, issue resolution time, and client satisfaction.
• Develop a service culture focused on reliability, responsiveness, and continuous improvement.
• Work with leaders of other lines of business to develop consistent customer experience for our clients and partners.

Strategic Leadership & Transformation

• Lead the transformation of Electrosonic into a service-led business by building scalable offerings and driving internal change.
• Promote a customer-centric mindset across the organization, advocating for the voice of the customer in decision-making.
• Collaborate with the executive team to align service strategies with overall business goals.

Service Development & Commercialization

• Manage the full-Service P&L with accountability for revenue growth, cost optimization, and improved profitability.
• Own the forecasting process for the Service P&L, including pipeline tracking, service contract conversion, renewal rates and margin analysis.
• The role targets 15% annual growth of the service bank, supported by effective commercial strategies, strong team execution, and clear performance metrics, such as utilization.
• Design and launch new service offerings that meet evolving client needs and generate recurring revenue.
• Work with commercial teams to define pricing, packaging, and go-to-market strategies for service products.
• Continuously monitor market trends, competitor activity, and customer feedback to inform innovation.
• Ensure our service offerings align with our Systems Integration offerings.

Technology & Process Enablement

• Partner with the IT function to develop and implement the tech stack required to manage and scale services efficiently (e.g., ticketing systems, remote monitoring, reporting dashboards).
• Introduce automation and digital tools to streamline workflows and enhance customer interactions.
• Standardize service delivery processes to ensure consistency and efficiency across all geographies.
• Ensure global consistency of our systems and processes.

Leadership & Team Management

• Serve as a key member of the US management team and a senior leader for the US region, contributing to regional strategy, operational decision-making, and leadership alignment.
• Lead and inspire a team of service professionals, including field technicians, support staff, and service managers.
• Foster a high-performance culture with clear accountability and ongoing professional development.
• Support workforce planning to ensure adequate resourcing aligned with business demand.

Cross-functional Communication and Collaboration

• Ensure ongoing, cross functional communication to maintain liaison and collaboration on service offerings, industry trends and emerging technologies with Managed Support and Services lead in Europe.

• Ensure seamless integration and collaboration across departments to support operational efficiency and customer satisfaction.

Skills & Qualifications:

• Proven leadership experience in managed services, support services, or service delivery within a technology-driven business.
• Strong track record of improving customer experience, service operations, and scaling recurring service models.
• Demonstrated ability to lead change in a complex, multi-regional business environment.
• Strategic mindset with commercial acumen and hands-on operational capabilities.
• Experience developing and implementing service technologies and platforms (e.g., ITSM, CRM, RMM).
• Excellent communication, collaboration, and stakeholder management skills.
• Passion for continuous process refinement and improvement
• Ability to work with executive stake holders to drive change through a cross functional organization
• Bachelor's degree in a relevant field; MBA or equivalent is a plus.

A day in the Life

• Inclusive Team Culture

At Electrosonic we embrace our differences. We are committed to furthering our culture of Diversity, Equity and Inclusion. We are an equal opportunity employer that does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

• Work/Life Balance

Our team puts a high value on work-life balance, offering a hybrid work environment, dependent of position. We believe maintaining the right balance between your personal and professional life is important to our team's overall well-being.

• Career Growth

We are dedicated to supporting our team members to grow a long-term career with us. We have a broad mix of experience levels and tenures, and we support continuous learning and knowledge sharing.

• Compensation and Wellness

The salary range for this role is dependent on skills, experience, and qualifications. We offer a full range of health and wellness benefits that include:

• Medical
• Dental
• Vision
• Life and disability benefits.
• Wellness discount programs,
• 401k
• *Paid parental leave after 1 year of service.
• 10 company paid holidays
• 3 weeks of paid vacation
• 1 week of paid sick time.

Come be a part of a Global company that has been recognized for its superior and unsurpassed technology master planning and system integration.

With unique global capability, we deliver highly complex world-class projects, conference room technology, and executive briefing centers across a multitude of sectors.