VP of Service Delivery

Position Summary: The VP of Service Delivery is responsible for staffing, equipping, supervising, and training the Team which delivers technical services to our Client base. This includes both managed and break fix Clients.

Skills/Requirements: The VP of Service Delivery requires:

• Strong interpersonal and communication skills and the ability to adapt messaging to meet the communication needs of others.
• A proven record of building and maintaining positive relationships with clients, colleagues, and stakeholders.
• The ability to inspire and motivate others.
• The ability to multi-task, prioritize, and lead through difficult situations quickly.
• The drive to build Client loyalty through transparency and vulnerability.
• A demonstrated history and commitment to the principles of servant leadership.
• Proven record of guiding emerging leaders by equipping them with tools, resources, and the appropriate support needed to excel in their roles.
• A history of personal and professional growth and the desire to continue to grow those skills.
• Demonstrated history of a meticulous attention to detail and a commitment to seeing tasks through to completion.
• Track record of implementing positive changes in a collaborative environment
• Experience working in or with a Managed Services Provider.
• Demonstrated understanding of how various functions within a business contribute to the overall success of the business.
• The ability to interpret financial data, develop budgets, and assess the financial health of their department and the organization.
• A history of taking a proactive approach to analyzing and refining workflows, ensuring optimal outcomes for clients and teammates.

Essential Duties and Responsibilities:

The VP of Service Delivery will be responsible for:

Strategic Planning

• Develop and implement service delivery strategies aligned with the organization's goals.
• Identify opportunities for service improvement and innovation.

Operational Oversight

• Oversee the day-to-day operations of service delivery teams.
• Ensure that service delivery processes are efficient and meet quality standards.

Client Relationship Management

• Maintain strong relationships with key clients to understand their needs and expectations.
• Address client concerns and ensure satisfaction with services provided.

Performance Monitoring

• Establish and monitor key performance indicators (KPIs) for service delivery.
• Analyze performance data to identify trends and areas for improvement.

Team Leadership

• Lead and mentor service delivery teams leaders to enhance their skills and performance.
• Foster a culture of collaboration and continuous improvement within the team.

Budget Management

• Manage budgets related to service delivery operations.
• Optimize resource allocation to ensure cost-effective service provision.

Risk Management

• Identify potential risks to service delivery and develop mitigation strategies.
• Ensure compliance with industry standards and regulations.

Collaboration with Other Departments

• Work closely with sales and technical teams to ensure alignment in service offerings.
• Facilitate communication between departments to improve service delivery.

Technology Integration

• Leverage technology to enhance service delivery processes and client experience.
• Stay updated on industry trends and emerging technologies.