[Hiring] Senior Vice President of Technology @Personified Tech

Role Description

Personified is looking for a Senior Vice President of Technology to run the operational core of our technology organization: engineering, client support, cybersecurity, and IT operations. This is a hands-on leadership role for someone who has run these functions inside a managed service provider before and knows exactly what breaks at scale: ticket queues, on-call rotations, security posture, tooling debt, and how to fix it without slowing the team down.

You'll report to the CTO and own execution across four functional leaders and the day-to-day delivery. You are the person who makes sure the trains run on time, the team is accountable, and our 97% client retention rate stays exactly where it is, or gets better.

This role exists because Personified is growing past the point where one person can run every function directly. We need someone who has done this before, who can walk into a room of client support engineers or a security incident and immediately know what questions to ask.

Key Responsibilities

• Client Support & Service Delivery: Ensure the team hits our response-time and resolution standards across every client tier. Own escalation paths, staffing models, and the systems (like our Halo ticketing platform) that keep support predictable and measurable.
• Engineering: Oversee infrastructure, systems engineering, and technical delivery. Set standards for process discipline, documentation, and accountability across the engineering team.
• Cybersecurity: Own the operational security posture across our client base: monitoring, incident response, vulnerability management, and compliance readiness. Make sure security isn't a side conversation — it's built into how we operate.
• IT Operations: Drive the shift from manual, reactive IT operations toward automation and repeatable processes. Reduce the operational load on the team while improving consistency for clients.
• People leadership: Directly manage functional leaders across these four areas. Set clear expectations, run a real performance management cadence, and build a bench of leaders under you who can eventually run without your direct involvement.
• Cross-functional operations: Be the connective tissue between functions that too often operate in silos. When a client issue touches support, engineering, and security at once, you're the person who makes sure it gets resolved as one coordinated response, not three separate ones.
• Metrics and accountability: Build and own the operational scorecard for technology delivery: response times, resolution rates, security incidents, retention impact. Bring data, not anecdotes, to every conversation with the CTO.
• Travel: Work or present onsite as needed to support business needs, ensure continuity of service, and represent Personified to our clients and partners at the highest level.

Qualifications

• 8+ years in technology operations leadership, with at least 4 in a managed service provider (MSP) environment.
• Direct people-management experience across multiple technical functions simultaneously.
• A track record of taking an under-disciplined operation and making it measurably more consistent.
• Real fluency in cybersecurity operations.
• Experience building or scaling IT automation.
• A communication style that is direct and specific.

Requirements

• You've worked with or served mission-driven, nonprofit, or advocacy organizations before.
• You're comfortable in a smaller, fast-moving company.
• You believe good process makes teams faster, not slower.
• You want to build a team, not just manage one that already exists.

Reporting Structure

This role has direct management authority over the functional leaders in Client Support, Engineering, Cybersecurity, and IT Operations. It reports to the CTO, who retains direct ownership of Technical Programs and Training/Content, along with technology strategy, senior-level accountability, and cross-company initiatives.

Benefits

• Remote work environment
• Competitive pay, bonus eligible
• Healthcare packages contributed to by Personified
• Optional 401K matched by Personified
• Cell phone stipend
• Annual learning & development stipend