Vice President of Managed Service Delivery Job ID: 294101

Supra ITS, through its subsidiary Atomic North India, has an immediate opening for a Vice President of Managed Service Delivery.
If you are a senior, hands-on leader with global IT operations experience, this role offers significant responsibility and impact.

LOCATION: Hybrid

ABOUT SUPRA ITS

Founded in 1999, Supra ITS is a global IT partner delivering Managed IT, Cybersecurity, Digital Transformation, Application Services, and BPO. Headquartered in Mississauga, the company has 650+ employees worldwide, with 24/7 NOC operations in Canada and India.
Supra ITS delivers server/network management, private cloud, disaster recovery, service desk, and advanced security solutions, all supported by a security-first and SLA-driven model.

CANON PARTNERSHIP

In 2021, Canon Canada made a strategic equity investment in Supra ITS. This partnership integrates Canon’s innovation with Supra’s agility, enabling rapid growth in North America through automation, cloud, security, and managed services. Together, we deliver scalable, secure, customer-centric technology solutions.

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 ensures operational transparency and seamless 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 senior leadership role is responsible for building, managing, and expanding Infrastructure Services delivery in India, covering Service Desk, NOC, and SOC. You will drive operational excellence, customer satisfaction, and financial performance. Over time, the role will expand to full P&L ownership for Managed Services and Managed Security, including revenue, profitability, and service innovation.
This is an ideal role for leaders seeking North American standards of accountability, governance, and performance—without relocating. Travel to North America may occur based on performance and business needs.

WHAT MAKES THIS ROLE UNIQUE

• Direct collaboration with the CEO and executive teams in Canada and India
• Backed by Canon, a globally trusted brand
• High global exposure across customers, teams, and delivery operations

YOU ARE

A hands-on, accountable leader who drives outcomes while developing people and systems. You bring:

• Strong operational discipline and governance
• Experience building scalable teams and processes
• Financial awareness (margins, utilization, profitability)
• Customer-focused communication and global stakeholder management
• Strategic thinking combined with daily execution discipline
• Proactive problem-solving and decision-making
• Ability to bridge cultural expectations between India and North America

You elevate IT operations into a predictable, high-performing business.

KEY RESPONSIBILITIES

Strategic Leadership

• Lead and scale India Infrastructure Services (Service Desk, NOC, SOC) for 24×7 global delivery
• Build a high-performance operational organization aligned with Supra ITS standards
• Develop a 3-year roadmap for automation, process optimization, and cybersecurity maturity
• Partner with global leadership on strategy, innovation, and customer success

Operational Excellence

• Own SLAs, MTTR, CSAT, uptime, and service quality
• Implement ITIL-based processes and continuous improvement models
• Ensure operational alignment across Service Desk, NOC, and SOC using tools such as ConnectWise, N-able, IT Glue, CrowdStrike, and BrightGauge
• Oversee governance and readiness for SOC 2, ISO 27001/20000, and related certifications

People & Organization Development

• Lead and mentor delivery managers and teams (200+ staff)
• Build a culture of accountability and continuous learning
• Strengthen leadership capabilities across service delivery and customer success

Financial & P&L Responsibilities

• Manage cost structures, resource utilization, and billing efficiency
• Transition to full P&L ownership for Managed Services and Managed Security
• Improve delivery margins, retention, and revenue growth
• Identify upsell opportunities, service enhancements, and new offerings

Customer & Partner Engagement

• Lead client governance, QBRs, and executive escalations
• Partner closely with Canon and Supra’s North American teams
• Represent India operations in cross-geography leadership forums

QUALIFICATIONS & EXPERIENCE

• 15–25 years in IT Infrastructure / Managed Services / MSSP
• 8+ years in senior delivery leadership (Director/VP/Head) managing 100+ staff
• Experience leading 24×7 global Service Desk, NOC, and SOC operations
• Knowledge of ITIL, automation, monitoring, and cybersecurity
• Financial/P&L management experience preferred
• Strong communication, executive presence, and client-facing skills
• Certifications such as ITIL, PMP, CISSP, or CISM are assets

LEADERSHIP ATTRIBUTES

• Strategic thinker with strong operational depth
• Data-driven, execution-focused
• High integrity with a customer-first approach
• Strong people leader with the ability to scale teams
• Entrepreneurial mindset with a passion for building strong delivery organizations