Vice President – Professional Services

March Networks

. Lead, scale, and continuously improve the end-to-end post-sales services organization for the Smart Security Solutions line of business .

Posted 10/28/2026full-timeOttawa • CanadaLead💰 CA$180,000 - CA$205,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading and scaling post-sales services organizations, with a strong focus on cloud operations, SaaS delivery models, and customer success strategies. Proven ability to optimize service delivery through effective governance, resource management, and cross-functional collaboration.

Highest-signal resume keywords

Cloud OperationsSaaS Delivery ModelsCustomer Success ProgramsResource PlanningExecutive Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Service Delivery ManagementFinancial Performance ManagementProject Margin ControlBacklog ManagementForecastingUtilization ManagementIncident ManagementChange ManagementKnowledge ManagementWorkflow Automation

Soft Skills

Stakeholder ManagementChange LeadershipPeople DevelopmentCross-Functional LeadershipCommunication Skills

Tools & Technologies

SalesforceService CloudJiraServiceNowConnectWiseCertinia/PSA

Industry Keywords

Professional ServicesTechnical SupportManaged ServicesIoTEnterprise TechnologyVideo Management SystemsPhysical SecurityEdge-to-Cloud ArchitecturesITILSubscription-Based Customer Lifecycle Management

Tech Stack

Tools & technologies

CloudCyber SecurityIoTServiceNow

About the role

Key responsibilities & impact

Lead, scale, and continuously improve the end-to-end post-sales services organization for the Smart Security Solutions line of business
Oversee Professional Services, Technical Support, Network Operations Center, Cloud Services, Customer Success, Training, and Implementation
Own the services operating model, delivery governance, technical enablement strategy, and financial performance
Develop and execute a multi-year services strategy and operating roadmap
Define target operating models, service catalogs, engagement models, escalation paths, and ownership boundaries
Incorporate AI, workflow automation, knowledge management, and analytics into service operations
Partner with Product Management, R&D, IT, Security, and Sales on serviceability, deployment architecture, supportability, and product roadmap priorities
Oversee professional services engagements, implementation, onboarding, support, cloud service processes, and managed services commitments
Establish delivery governance, stage gates, project reviews, technical design reviews, resource management, and executive escalation processes
Build delivery methodologies, statements of work, implementation playbooks, support runbooks, and training frameworks
Automate ticket management, incident response, root-cause analysis, service restoration, and problem management
Implement dashboards and operating cadences covering bookings, backlog, capacity, utilization, project margin, support trends, renewal risk, and customer health
Own services P&L, revenue, margins, utilization, headcount productivity, subcontractor spend, and cost-to-serve
Develop forecasting, budgeting, reporting, staffing-demand, revenue-readiness, and margin-performance frameworks
Lead change-order and scope-governance processes
Evolve organizational structure, role clarity, spans and layers, and regional coverage models
Standardize operating procedures, knowledge transfer, and tooling across March Networks and Vivotek regions
Serve as executive sponsor and escalation point for strategic customers and complex deployments
Partner with Sales on value-added services, recurring support, software, and managed offerings
Optimize onboarding, implementation, adoption, support, training, and renewal-readiness motions
Manage strategic outsourcing, subcontracting, and service delivery partners

Requirements

What you’ll need

Bachelor’s degree required in Business, Engineering, Computer Science, Information Systems, or a related field, or an equivalent combination of education and experience
Minimum of 10 years of progressive experience in professional services, technical services, consulting, customer success, support operations, or managed services within the software, SaaS, cloud, IoT, or enterprise technology sector
At least 5 years in a senior leadership role managing complex, multi-function services organizations with global or multi-regional teams
Proven track record of transforming service delivery organizations to improve scalability, utilization, delivery predictability, customer satisfaction, and profitability
Strong experience with cloud operations, SaaS delivery models, subscription-based customer lifecycle management, and post-sales operating metrics
Demonstrated expertise in resource planning, backlog management, utilization management, project margin control, forecasting, and services financial management
Experience implementing or optimizing customer success programs, onboarding models, adoption frameworks, and retention strategies using measurable KPIs such as churn, retention, NPS, CSAT, CES, and health scores
Familiarity with AI, workflow automation, analytics, and knowledge-centered service strategies
Strong cross-functional leadership skills with R&D, Product Management, IT, Security, Sales, and Finance
Experience managing third-party service providers, subcontractors, and global delivery models with clear governance and quality controls
Outstanding executive communication, stakeholder management, change leadership, and people development capabilities
Experience in intelligent video, video management systems, cloud video platforms, physical security, IoT-connected devices, edge-to-cloud architectures, or enterprise loss prevention technologies highly desirable
Experience with hybrid environments involving hardware, firmware, software, SaaS, networking, and cybersecurity strongly preferred
Familiarity with Salesforce, Service Cloud, Jira, ServiceNow, ConnectWise, Certinia/PSA, or equivalent tooling is an asset
Knowledge of ITIL-based support operations, incident/problem/change management, observability practices, and SLA-driven managed services environments preferred

Benefits

Comp & perks

Flexibility and support for a healthy work-life balance
Professional development opportunities
Medical/Dental benefits offered immediately from Day 1
Health club reimbursement
Professional development support
Company holiday closure
Eligibility to participate in the Company bonus plan
Annual performance and salary review