VP of Service Delivery
Apply NowCompany: Addison Group
Location: Providence, RI 02902
Description:
We are seeking an experienced and dynamic Director of Service Delivery to lead our help desk call center, engineering teams, and service delivery operations. The ideal candidate will have a proven track record in managing a large IT service delivery team, driving operational excellence, KPI and measurement-driven, working with private equity ownership, and ensuring the highest level of client satisfaction.
Salary $160K-$175K
Key Responsibilities:
1. Strategic Leadership:
Develop and implement strategies to enhance service delivery efficiency, client satisfaction, and operational performance.
Collaborate with executive leadership to align service delivery objectives with overall company goals.
2. Operational Management:
Oversee the daily operations of the help desk call center, ensuring timely and effective resolution of client issues.
Lead engineering and service delivery teams, fostering a culture of continuous improvement, process-driven, and innovation.
3. Team Development:
Recruit, mentor, and develop high-performing teams across various locations in the US.
Implement training programs to enhance technical skills and customer service capabilities.
4. Client Relations:
Build and maintain strong relationships with key clients, ensuring their needs are met and expectations exceeded.
Act as a point of escalation for critical client issues, providing timely and effective solutions.
5. Performance Monitoring:
Establish and monitor key performance indicators (KPIs) and OKRs to measure team performance, client satisfaction, and service quality.
Develop KPIs and OKRs for each functional area to report to the
CEO and Private Equity Ownership group.
Conduct regular performance reviews and implement corrective actions as needed.
6. Process Improvement:
Develop scalable, repeatable processes throughout the organization. Be process-driven.
Identify and implement improvements in existing processes to enhance service delivery efficiency and effectiveness.
Leverage technology and best practices to optimize service delivery operations.
7. IT Industry Awareness
Being current on key industry technologies, including:
o IT Infrastructure stack (RMM, PSA, etc.)
o Cyber-security solutions and compliance
o Cloud technologies such as Microsoft365 and Azure
o Emerging AI tools
8. Financial Management:
Work to ensure we maintain billable utilization goals for all resources throughout the Service Delivery.
Manage the service delivery budget, ensuring we hit our EBITDA goals while maintaining high service standards.
Analyze financial data to identify areas for cost savings and revenue growth.
Qualifications:
Bachelor's degree in Information Technology, Business Administration, or a related field; MBA or advanced degree preferred.
10+ years of experience in IT service delivery, with at least 5 years in a senior leadership role.
Proven experience managing an IT help desk, call centers, and engineering teams across multiple locations.
Strong understanding of MSP operations and service delivery best practices.
Excellent leadership, communication, and interpersonal skills.
Ability to drive strategic initiatives and manage change in a fast-paced environment.
Proficiency in using service management software and tools (e.g., Autotask, IT Glue, RMM etc.).
Experience with tracking key metrics and KPIs for a help desk and professional services (i.e. billable utilization)
Benefits:
Competitive salary and performance-based bonuses.
Comprehensive health, dental, and vision insurance.
Retirement savings plan with company match.
Paid time off and holidays.
Professional development opportunities.
Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws. Addison Group complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.
Salary $160K-$175K
Key Responsibilities:
1. Strategic Leadership:
Develop and implement strategies to enhance service delivery efficiency, client satisfaction, and operational performance.
Collaborate with executive leadership to align service delivery objectives with overall company goals.
2. Operational Management:
Oversee the daily operations of the help desk call center, ensuring timely and effective resolution of client issues.
Lead engineering and service delivery teams, fostering a culture of continuous improvement, process-driven, and innovation.
3. Team Development:
Recruit, mentor, and develop high-performing teams across various locations in the US.
Implement training programs to enhance technical skills and customer service capabilities.
4. Client Relations:
Build and maintain strong relationships with key clients, ensuring their needs are met and expectations exceeded.
Act as a point of escalation for critical client issues, providing timely and effective solutions.
5. Performance Monitoring:
Establish and monitor key performance indicators (KPIs) and OKRs to measure team performance, client satisfaction, and service quality.
Develop KPIs and OKRs for each functional area to report to the
CEO and Private Equity Ownership group.
Conduct regular performance reviews and implement corrective actions as needed.
6. Process Improvement:
Develop scalable, repeatable processes throughout the organization. Be process-driven.
Identify and implement improvements in existing processes to enhance service delivery efficiency and effectiveness.
Leverage technology and best practices to optimize service delivery operations.
7. IT Industry Awareness
Being current on key industry technologies, including:
o IT Infrastructure stack (RMM, PSA, etc.)
o Cyber-security solutions and compliance
o Cloud technologies such as Microsoft365 and Azure
o Emerging AI tools
8. Financial Management:
Work to ensure we maintain billable utilization goals for all resources throughout the Service Delivery.
Manage the service delivery budget, ensuring we hit our EBITDA goals while maintaining high service standards.
Analyze financial data to identify areas for cost savings and revenue growth.
Qualifications:
Bachelor's degree in Information Technology, Business Administration, or a related field; MBA or advanced degree preferred.
10+ years of experience in IT service delivery, with at least 5 years in a senior leadership role.
Proven experience managing an IT help desk, call centers, and engineering teams across multiple locations.
Strong understanding of MSP operations and service delivery best practices.
Excellent leadership, communication, and interpersonal skills.
Ability to drive strategic initiatives and manage change in a fast-paced environment.
Proficiency in using service management software and tools (e.g., Autotask, IT Glue, RMM etc.).
Experience with tracking key metrics and KPIs for a help desk and professional services (i.e. billable utilization)
Benefits:
Competitive salary and performance-based bonuses.
Comprehensive health, dental, and vision insurance.
Retirement savings plan with company match.
Paid time off and holidays.
Professional development opportunities.
Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws. Addison Group complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.