VIRTUAL CHIEF INFORMATION OFFICER (vCIO)

Primary Objective: The vCIO will be responsible for providing strategic IT leadership and support to our TotalCare managed services IT customers, primarily small and medium-sized businesses (SMBs).

Position Summary

The vCIO role requires a deep understanding of IT infrastructure, business processes, and the unique challenges faced by SMBs. The vCIO plays a key role in directly contributing to the success, profitable growth and expansion of Horizon TotalCare across central and western Canada. This role is responsible for providing strategic vision, leadership and direction for Horizon’s TotalCare Clients and will drive consistency in the optimized operational delivery of technical and support services those Clients. This position requires a blend of technical expertise, leadership skills, and a customer-intimate approach to ensure successful long-term Client relationships are established and nurtured. The role will work collaboratively with the Technology Alignment Manager (TAM) to identify gaps in Client technology ecosystems and to recommend solutions to address issues identified as part of an ongoing strategic IT roadmap for each Client. This role is also responsible for developing and maintaining strong relationships with technology partners and staying up to date on current IT trends that may affect Horizon’s Clients.

This role provides services to:

·        Horizon Internal - focus on working with all MSP team members collaboratively to deliver an exceptional, safe and secure Client experience.  

·        Horizon Clients – ensuring our TotalCare Client’s experience is world class.

Position Description

General Responsibilities

• Promote and embody the corporate culture and Horizon’s core values in all interactions and encourage and foster a similar mindset within and across Horizon teams.

·        Advocate for standardized business and technology processes and frameworks for Horizon and its Clients.

·        Client Relationship Management: Build and maintain strong relationships with Clients, acting as their trusted advisor for all IT-related matters. Ensure Client satisfaction and address any concerns promptly.

·        Strategic IT Planning: Develop and implement IT strategies that align with the business and technology goals of our Clients. Provide guidance of technology investments, timing, risks, etc. that drive business growth, security and efficiency.

·        Technology Roadmapping: Create and maintain technology roadmaps for Clients, ensuring their IT infrastructure evolves to meet changing business needs.

·        Project Management: Ensure projects are assigned to the Project Lead in a timely manner for implementation.

·        Budget Management: Assist Clients in developing and managing their IT budgets based on their strategic roadmaps. Provide cost estimates for professional services, hardware and software (supported by the Inside Sales Team) and cost-effective solutions that maximize return on investment.

·        Performance Monitoring: Working with the TAM, regularly review and assess the performance of Clients' IT systems and identify areas for improvement of the strategic roadmap, projects and/or other recommendations to optimize the Client’s IT operations.

·        Vendor Management: Manage relationships with third-party vendors, including ensuring you are current on vendor offerings, negotiating contracts and/or ensuring service levels are met.

·        Training and Development: Ensure training and development is provided for Clients' staff as/where required to ensure they are optimizing use of Horizon technology capabilities, e.g. Multi-Factor Authentication, Cyber Incident Response Play Book, Password Manager, etc. Stay abreast of industry trends and best practices to ensure Clients are leveraging the latest technologies.

·        Other duties as required.

Financial Management

·        Identify opportunities for business growth through Client engagements.

·        Collaborate with the Director, Managed Services to define revenue targets:

o   Professional Services target(s)

o   Hardware, software and/or subscription services target(s)

·        Ensure all information is provided so Client invoicing can be completed in a timely manner.

·        Responsible for ensuring overall Client satisfaction and retention.

Delivery

·        Responsible for continuously increasing the maturity level of the vCIO role.

·        Responsible for ensuring all vCIO-related Client documentation is kept current and is filed in the appropriate Client repository. 

·        Ensure all engagements are created using the proper process (proposal, DocuSign SOW, ConnectWise order, etc.) to ensure proper flow-through to the Horizon Professional Services Portfolio and Finance for invoicing.

o   Ensure all signed SOWs are entered into the MSP Professional Services Portfolio.

·        Ensure Client environments are kept current with Horizon’s MSP TotalCare standards.

Performance

·        Accountable for generating Non-Recurring Revenue (NRR) through Professional Services, hardware and/or software engagements.

·        Proactively engage with Clients on at least a quarterly basis to obtain feedback on their Client experience with Horizon resources and services.

·        Collaborate with cross-functional teams to contribute to a strong team dynamic.

·        Maintain and enhance Horizon’s relationships with technology partners to leverage their expertise and resources.

·        Remain current with IT technologies and trends as appropriate for the Managed Services space.

·        Identify opportunities for Clients to:

o   Reduce costs

o   Increase efficiencies

o   Optimize system(s) and/or technology performance

o   Increase technology security

o   Improve the overall Client experience

Qualifications

·        Bachelor’s Degree or Diploma in Computer Science, Information Technology, or related field (or equivalent experience).

·        Minimum of 10 years of experience in IT management, with at least 5 years in a senior leadership role. Experience working with SMBs in a managed services environment is highly desirable.

·        Strong understanding of IT infrastructure, cloud services, cybersecurity, and business applications. Proficiency in ITIL and project management methodologies.

·        Excellent communication skills, both written and verbal, with the ability to provide an exceptional Client experience and the ability to explain complex technical concepts to non-technical stakeholders.

·        Strong interpersonal and relationship-building skills. Ability to work collaboratively with clients and internal teams.

·        Strong business and financial acumen including experience managing budgets, costing and pricing of Professional Services and technology solutions.

·        Exceptional analytical and problem-solving skills. Ability to think strategically and make data-driven decisions.

·        Ability to prioritize and operate at both the strategic and tactical levels.

·        Ability to work under pressure in a fast-paced environment.

·        Commitment to continuous learning and professional development.

·        Familiarity with the TruMethods MSP methodology is a benefit.