Vice-President of Operations

SupraNet is a fun, innovative, growth-oriented company with a social conscience and a strong community presence! We adhere to our core values, provide an array of technology services to business clients, and have staff with solid technical expertise and a passion for excellent customer service. If you have great communication and problem-solving skills, work well in a fast-paced environment, and a positive, upbeat attitude about working with colleagues and customers, then we invite you to consider joining the SupraNet team!

Position Description

The VP of Operations is clearly a key position for a forward-thinking, growth-oriented, customer-focused technology company like SupraNet. This position involves an array of responsibilities including strategy, technology operations, project management, and team management, and we’re looking for someone who has experience and vision when it comes to technology, but also leadership skills and enthusiasm for serving the needs of both internal and external customers! The VP of Operations must comply with established policies, procedures and overall Company Core Values.

Key Responsibilities

  • Leads the technology area, including field operations, to meet Company objectives of improving sales and operational performance by enhancing the infrastructure to include focus on customer facing processes
  • Acts as escalation resource for all customer relationship performance issues
  • Creates long- and short-term technology plans to support all customer facing activities and internal functions
  • Ensures optimum capacity planning to forecast upgrade needs
  • Understands industry trends and evaluate relevance to Company in terms of organizational goals and respond to changes in the business environment
  • Assesses, develops and recruits talent to meet the Company’s growth and change
  • Develops quality assurance, training, internal control, standards and security systems to ensure the integrity and reliability of all technology operations and of client data
  • Guides the continual development of IT-related activities and participates in the continual innovation of products, programs and services which enhance the customer experience
  • Establishes and directs performance and operational service levels that meet or exceed client and internal customer expectations
  • Ensures the maintenance of IT infrastructure that is competitive and productive including sound hardware and software approaches, appropriate standards and documentation and change control procedures
  • Collaborates with the VP of Finance and Administration to develop the IT budget, control expenditures and monitor performance to forecast and plan with an emphasis on client service, revenue generation and cost-saving opportunities
  • Provides oversight of client installation and other consulting projects
  • Provides a project management structure to support the achievement of strategic initiatives which enhance customer satisfaction and operational performance metrics
  • Applies strong analytical skills, financial judgment and effective risk management in decision making to achieve ROI targets on technology investments
  • Develops improvements in customer satisfaction, productivity and cost effectiveness through partnering with Sales, Marketing and Finance
  • Employs a process for vendor and systems evaluation, selection and implementation that focuses on quality, agility and results
  • Develops and maintains reliable vendor relationships to support the ongoing technology and other operational needs of the Company
  • Employs participatory processes for all departments to provide input for system enhancements and efficiencies and the optimization of customer satisfaction and revenues
  • Optimizes Internet Services staffing levels
  • Mentors and develops an atmosphere that promotes management of work allocation, training, problem resolution, positive/open/constructive communication and effective team dynamics in keeping with the Core Values of the Company

Job Requirements

  • A minimum of a BS in Computer Science, Finance, Business Administration or related study
  • A minimum of five years of increasing senior level management; preferably in an officer, director or VP capacity
  • Excellent written and oral communication skills
  • Demonstrated leadership ability, team management and interpersonal skills
  • Excellent analytical, critical thinking and organizational skill
  • Experience in a senior management role, partnering with executive staff, with demonstrated analytical, problem-solving and project management skills
  • Entrepreneurial flair a plus
  • Knowledge of, and active adherence to, the Company’s Security and Acceptable Use, Records Management and Retention and Disaster Recovery Plan (roles and responsibility)