Role Summary
The
vCIO is integral to the success of both clients and the MSP. This role focuses on understanding the client's business goals and strategic vision to provide targeted technology recommendations that enhance operational efficiency.
By collaborating with the
Technical Alignment Engineer (TAE), the vCIO aligns client technologies with industry standards, develops strategic roadmaps, and manages IT budgets. The vCIO is the primary driver of
client retention, ensuring long-term satisfaction and identifying opportunities for professional service revenue by demonstrating the full value of the MSP’s services.
Key Responsibilities
- Client Engagement & Strategic Planning
- Relationship Management: Lead client onboarding and maintain active, ongoing engagement.
- Steering Committees: Establish and lead client steering committees and conduct Quarterly Business Reviews (QBRs).
- Roadmapping: Create and present tailored technology roadmaps and budgets that prioritize investment and support business growth.
- Operational Excellence & Alignment
- Process Adherence: Follow Business Alignment (BA) workflows for seamless inter-departmental integration.
- Data-Driven Reporting: Utilize MSP software tools for comprehensive reporting and environment management.
- Service Metrics: Drive improvements in TPE/M (Tickets Per Endpoint/Month) and average resolution times through effective technology alignment.
- Risk Management & Lifecycle Consulting
- Cyber-Risk Education: Implement strategies to protect client operations and educate stakeholders on security risks.
- Lifecycle Management: Oversee technology updates to minimize downtime and ensure systems remain current.
- Service Advocacy: Advocate for necessary updates, ensuring clients understand the strategic need and cost implications.
- Communication & Collaboration
- Transparency: Maintain open channels with clients and internal teams for high responsiveness.
- Meeting Participation: Active involvement in the Noise Abatement Process (NAP), Standards Committee, and TAE Preflight Check-ins.
BA Team Lead - Additional Responsibilities
- Process Optimization: Continuously refine BA team processes for maximum efficiency.
- Resource Planning: Manage capacity planning to ensure optimal team allocation.
- Leadership & Training: Lead the orientation of new hires and oversee Design Desk personnel.
- Performance Oversight: Manage KPI tracking, conduct regular 1:1s, and execute quarterly development initiatives.
- Meeting Leadership: Chair weekly BA department meetings and participate in cross-departmental NAP meetings.
Accountability / KPIs
- QBR Engagement: Number of QBRs scheduled and successfully attended.
- Client Interaction: Quality and frequency of client "touches" and overall satisfaction levels.
- Project Forecasting: Accuracy in forecasting professional services hours and resource availability.
- Sales Performance: Number of opportunities proposed and percentage of "won" proposals.
- Ticket Management: Efficiency in supervising ticket assignments and prioritizing based on urgency/age.
Competencies & Qualifications
Competencies
- Strategic Recommendations: Ability to deliver impactful business alignment advice.
- Business & IT Acumen: Robust combination of business insights and technical expertise.
- Task Management: Proficiency in multitasking and prioritizing in a fast-paced environment.
- Communication: Exceptional verbal and written skills for executive-level interaction.
Qualifications
- Education: Bachelor’s degree or equivalent high-level experience in a relevant field.
- Financial Literacy: Understanding of ROI, P&L, Total Cost of Ownership (TCO), and business models.
- Proven Track Record: History of achieving organizational goals and maintaining high client satisfaction.
- Technical Passion: Commitment to staying at the forefront of industry developments and certifications.
Reporting Structure
- vCIOs report directly to the vCIO Team Lead.
- vCIO Team Lead reports to the Operations Manager.
