Description:

The vCIO’s primary responsibility is to manage Clients’ business technology success. As a part of this management, they are responsible for providing a business point of contact for the client. They report to the Director of Client Strategy.

This position requires a high level of independence, business acumen, strong client service and skills. Organizational ability is important to keep track of all tasks. Accurate and timely monitoring of client work, service calls, and related documentation is desired.

The highest and best use for VCIO' s is to retain clients and maintain high customer satisfaction. They can accomplish this with several tools and the most important is to complete and plan and deliver two in-person comprehensive business technology presentations/reports to each XperCARE client each year. These Business Technology Review reports spotlight important areas of the clients' technology and then compare each to an industry best practice. Unless a client is exceeding a standard, the vCIO' s make every effort to educate and guide the business leadership towards a ‘best aligned’ state.

Requirements:

Attributes & Characteristics:

• Excellent oral and written communication skills; Excels in preparing written communications
• Possesses a wide breadth of experience with small and mid-sized business technology topics
• Business process background with knowledge of standard finance, accounting, and operations functions. Understanding of how to apply technology to meet those needs
• A great rapport with business people and the ability to talk in non-technical terms about how technology can be used to further a client’s business objectives.
• Ability to effectively communicate with business leaders and owners in a meaningful way
• Maintains a deep and current understanding of each client’s business situation, business needs and IT environment, translating those needs into service and product requirements
• Provide principal-level consulting on business and technical matters
• Knowledgeable of market and industry trends, competitors, and leading client strategies
• Thinks and acts strategically with a focus on budget and impact for clients
• Collaborates well with various teams and departments to ensure client success
• To provide reports on an agreed schedule to Senior Management and clients, if needed

Responsibilities:

The vCIO position and daily activity are focused on developing client roadmaps and growing relationships within their client assignments. The draft, review, and client-facing delivery of Business Technology Reviews is the key measurable for activity. The retention of clients and client satisfaction is the key measurable for performance. Each set of topics below are reported on at least once each year (per client) and recur each year noting any changes that have been made over the past 12 months and any new recommendations or priorities.

vCIO REPORTS TOPICS

InfrastructureUser Devices & Hardware (Desktops and Laptops)Power Management (UPS)Network SwitchesPhysical Security and Server Room
Connectivity & Network ServicesInternet ConnectivityFirewallsWireless CybersecurityAntivirus & Malware + EDRManaged Detection + Response (MDR)Vulnerability ScanningSecurity Awareness TrainingZero Trust (i.e. ZTNA)
CollaborationEmail + Teams CommunicationsVoIP + Mobile CommunicationsVPN Remote AccessMicrosoft Cloud Services (Licensing and Features) Backups and Disaster RecoveryPolices & ProceduresCloud and Physical BackupAcceptable Use + Cybersecurity PoliciesCybersecurity Insurance

Main Tasks + Duties

The vCIO's is also accountable for the reports discussed above, when a recommendation is made to a client the vCIO is responsible for following up with the client and turning the recommendation into a project or some type of additional revenue.

When a project is approved it is the vCIO's responsibility to maintain client satisfaction and scope definition. This includes identifying the scope of the project, developing a technical overview and communicating the impact on the end users to the client according to the XPERTECHS Project workflow process.

Daily Activity Use

10% - Client Metrics Review, Scorecard Review

· Review / Maintain Client Metric Dashboard

· Manage Key Metrics for position

· Participate in Team Meetings

70% - Report Preparation and Delivery

· Scheduled, Prepare, and Deliver Business Technology Reviews with assigned clients

· Develop and maintain client roadmaps

20% - Client Management & Satisfaction

· Build relationships with clients

· Manage contract renewals and SOW sign-off

· Address client questions and provide account management

· Liaison to service and support teams

Weekly Scheduled Activities

· L10 Meeting – vCI0s

· Business Technology Reviews

· Project scoping and SOW drafting

· Client Touchpoints

Quarterly/Bi-Annual Scheduled Activities

· Quarterly Rocks Planning (L10)

· Client Roadmap Review

· Client Metrics Reporting and Review

Data / Measurables (Measured for L10 Scorecard)

· Managed MRR

· Customer Efficiency Rate

· Business Tech Reviews Completed

· Client Satisfaction

· SOWs Reviewed / Submitted

System Responsibilities:

The vCIO position is responsible for the functional configuration and administration of the following systems:

• Business Technology Review Planner
• CloudRadial Client Planner
• Client Metric Dashboard
• ConnectWise vCIO Dashboard

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Education and/or Experience: This position requires a minimum of a bachelor's degree; at least 7+ years’ recent network administration or systems consulting experience to the small or mid-sized business market; or an equivalent combination of education and/or experience. Must be able to effectively communicate in specific terms about technologies used by our clients, including Windows Servers, LAN, Firewall, VPN, VoIP and cloud environments. Strong business-centered technical knowledge and understanding of industry best practices, ITSM, ITIL, NIST Framework and/or other emerging industry standards.
• Knowledge, Skills and Abilities: The virtual-CIO must have intermediate to expert understanding of configuration and standards related to network equipment, firewalls, servers, wireless, and cloud services. Knowledgeable in Microsoft Active Directory, Microsoft 365, and standard security protocols. Must possess an understanding of essential business processes.
• Physical Demands: While performing the duties of this job, the employee is regularly required to communicate with and present information to others and access information using a computer for several hours at a time. Employees must have mobility throughout the office and may occasionally drive to other service locations.
• Emotional Demands: The Service Delivery Manager must be emotionally mature and be able to handle difficult and complex client and work-related situations. Candidates must possess strong problem solving, conflict resolution, and interpersonal skills. They must be self-driven and possess a positive mental attitude.
• Client/Relationship Management: The Service Delivery Manager establishes and builds relationships with clients. Applies knowledge to the business and provides personalized, value-added service. Demonstrates willingness to meet or exceed needs of clients by pursuing improved courses of action; delivers products and services that best serve client needs; uses client feedback as a basis for improving service and performs necessary follow-up work without being prompted.
• Collaboration/Teamwork: The Service Delivery Manager creates commitment to common goals; identifies competing interests and finds ways to balance them; values contributions of all team members and other constituencies; values team accomplishments over individual accomplishments; leverages others’ strengths and experiences to achieve team goals; co-operates with colleagues and shares resources.