VICE PRESIDENT, PROFESSIONAL SERVICES Job Description At March Networks, our goal is to create a positive working environment where all of our employees can thrive. When you join our team, you will enjoy flexibility and support for a healthy work-life balance, as well as the professional development opportunities needed to advance your career. You will be part of a growing global technology company that encourages teamwork and innovation, and where friendships are forged with colleagues all over the world. At March Networks, we value your hard work, creativity and your passionate desire to deliver only the best to our customers, partners and each other. Reporting directly to the CEO and President, the Vice President of Professional Services is responsible for leading, scaling, and continuously improving the end-to-end post-sales services organization for the Smart Security Solutions LOB (March Networks and Vivotek), including Professional Services, Technical Support, Network Operations Center (NOC), Cloud Services, Customer Success, Training, and Implementation. This executive will own the operating model, service delivery governance, technical enablement strategy, and financial performance of the services organization, ensuring that customer deployments, managed services, support operations, and adoption programs are delivered with high quality, predictability, and profitability. The Vice President of Qualified Services will play a critical role in driving operational excellence, customer satisfaction, recurring revenue retention, and business growth by evolving service delivery models, standardizing implementation and support processes, improving resource utilization, and embedding automation, analytics, and AI into the service lifecycle. This leader must also have demonstrated success leading globally distributed teams across multiple regions and time zones, establishing common operating standards, escalation frameworks, service-level accountability, and a cohesive culture while ensuring consistent execution and customer outcomes worldwide.



The ideal candidate is a dynamic, data-driven, and AI-enabled leader with deep experience transforming complex service organizations in SaaS, cloud, intelligent edge, IoT, or enterprise technology environments. This individual combines strong commercial judgment, technical fluency, operational discipline, and customer-centric leadership, and can align delivery excellence with strategic business objectives, product adoption, and long-term customer value. Key Responsibilities Strategic Leadership Develop and execute a multi-year services strategy and operating roadmap that advances the organization from reactive execution to standardized, metrics-driven, outcome-based delivery aligned with corporate growth objectives. Define the target operating model across Professional Services, Support, NOC, Cloud Operations, Customer Success, and Training, including service catalog, engagement models, escalation paths, and ownership boundaries across the customer lifecycle. Lead the incorporation of AI, workflow automation, knowledge management, and analytics into core service motions such as case deflection, triage, onboarding, project delivery, health scoring, and incident response to improve efficiency, predictability, and customer experience. Partner with Product Management, R&D, IT, Security, and Sales leadership to ensure that product roadmap priorities, for serviceability, and ease of deployment architecture, as well as supportability requirements are reflected in both R&D commitments and execution. Operational Excellence Oversee the end-to-end delivery of all professional services engagements, implementation programs, onboarding activities, support operations, cloud service processes,



and managed services commitments, ensuring they are delivered on time, within scope, in compliance with contractual obligations, and at target gross margin. Establish and enforce delivery governance mechanisms including stage gates, project reviews, technical design reviews, resource management disciplines, and executive escalation processes for high-impact strategic customer programs. Build scalable, repeatable delivery methodologies, statements of work, implementation playbooks, support runbooks, and training frameworks that increase scalability, improve quality, and shorten time-to-service. Automate ticket management, incident response, root-cause analysis, service restoration, and problem management disciplines, including clear ownership of SLA attainment, backlog aging, response times, and resolution times. Implement service performance dashboards and operating cadences that provide visibility into bookings, backlog, capacity, utilization, project margin, support case trends, renewal risk, and customer health. Financial Management Own services P&L performance, including revenue, gross margin, contribution margin, utilization, headcount productivity, subcontractor spend, and cost-to-serve. Develop robust forecasting, budgeting, and reporting frameworks for bookings, revenue recognition readiness, delivery backlog, staffing demand, and margin performance, enabling proactive business decisions and resource balancing. Lead disciplined change-order and scope-governance processes to ensure that out-of-scope work is identified early, documented, approved, priced appropriately, and converted into profitable revenue. Organizational Design Continuously evolve the organizational structure, role clarity, spans and layers, and regional coverage model across Customer Success, Technical Support, Managed Services, Cloud Operations, and Technical Training to support growth, specialization, and scalability. Create standardized operating procedures, knowledge

📌 Vice President, Professional Services (Ottawa)
🏢 March Networks
📍 Ottawa