Souheil Khany
Vice President, Global Operations @Thinkon
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WORK HISTORY
Vice President, Global Operations @Thinkon
Ottawa, ON, CA
ThinkOn is one of Canada’s fastest-growing cloud and data-infrastructure providers, delivering secure and compliant IaaS, DRaaS, BaaS, SaaS, and Data-Center solutions to enterprise and public-sector clients.I lead the global operations organization—including infrastructure, service delivery, customer success, and professional services—reporting directly to the COO.I oversee end-to-end service operations across Site Reliability Engineering (SRE), Service Desk, Implementation, and Security functions, ensuring performance, resilience, and customer satisfaction. My focus is on scaling operations, driving automation, and aligning service strategy with business growth.Key Achievements:• Transformed operations from reactive to predictive and automated, cutting P0/P1 response time from days to under 10 minutes and increasing platform availability by 8 %.• Scaled the global team from 80 to 150 employees, introducing 24×7 follow-the-sun coverage and performance frameworks.• Improved NPS by +45 points through stronger reliability, transparency, and escalation governance.• Established formal Major Incident Management and SLA governance, eliminating executive-level “fire-drill” escalations.• Led OpEx/CapEx planning and vendor strategy, optimizing investments across VMware, Dell, and HPE ecosystems.• Partner cross-functionally with the COO, CTO, and Product teams to align service design, automation priorities, and capacity expansion.• Ensure continuous compliance with SOC II, ISO 27001, and GDPR standards.
EDUCATION
Faculty of Mechanical & Electrical Engineering
Bachelor's degree, Electrical and Electronics Engineering
ABOUT SOUHEIL KHANY
I am a global operations and AI transformation executive with over 25 years of experience leading enterprise-scale SaaS, cloud, and digital service organizations across banking, retail, and technology sectors.I specialize in embedding AI, automation, and predictive analytics into enterprise operating models to drive measurable gains in profitability, resilience, and customer experience. My focus is not experimentation, but industrialization, translating AI capabilities into scalable, governed, and value-driven business outcomes.As Global VP of Operations at ThinkOn, I lead worldwide delivery across infrastructure, service delivery, customer success, and professional services. I have transformed operations from reactive to predictive and automated models, integrating AI-enabled monitoring, automation, and performance analytics to increase availability, reduce incident impact, and strengthen governance in regulated environments.Previously, as Executive Director at NCR Corporation, I managed a $250M annual P&L and led global managed services across five continents. Through Lean Six Sigma, RPA, and AI-enabled service transformation, I delivered $1.1B in cumulative savings and a 35-point improvement in NPS while industrializing service delivery at scale.My expertise spans enterprise AI strategy, global operations leadership, governance and compliance (SOC II, ISO 27001, GDPR), SaaS service models, professional services enablement, and financial performance optimization.I am passionate about building high-performing global teams, aligning AI strategy with business objectives, and delivering resilient, customer-focused operating models that scale sustainably in regulated environments.
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