The Vice President of Managed Service Delivery will be responsible for the growth and excellence of the Managed Services department, including supervising the delivery of Managed Services, ensuring customer satisfaction as well as efficiency. Your core focus will be to develop the strategy and execution plan to optimize Managed Services offerings across Proven IT product portfolio in a way that drives both Product and Services growth and success. You will do this in collaboration with Sales and Executive leadership. This includes optimizing the Managed Services portfolio and delivery model, while driving continuous improvement and innovation, assuring we drive customer value and growth with Proven IT.
As a leader, you will bring an innovative vision to deliver best-in-class service delivery. Managed Services is a significant component of our strategy and impactful on our growing organization to ensure we deliver value for all customers, regardless of their internal capacity or capability. Overall success in this role will be measured by excellent customer satisfaction, employee retention, achieving Services revenue and margin goals.
Responsibilities
Lead Managed Services delivery
Participate in strategic planning process to ensure alignment with Product offerings, Sales, Service and Customer Experience
Work with customers and cross functional leaders to ensure Managed Services are aligned to customer and business needs
Monitor service delivery quality, satisfaction and operational metrics, and initiate activities to proactively drive improvements to achieve best in class value through the development of Managed Services leaders
Develop strategic relationships with enterprise customers
Ensure Managed Services team members and Sales have necessary support and training to effectively communicate to prospects and customers
Challenge, enable and inspire the leadership and technical team and empower them to achieve professional growth
Cultivate partnerships across teams to improve service delivery, drive growth, evolve Managed Services offerings, and improve Client roadmaps
Set and inspect Service Metrics, Department Budgets and Headcount
Coordinate with various constituencies, including department leaders, sales and ownership, to define, implement, and track key success metrics in a score card
Develop and maintain process and procedures for client service delivery documentation
Employee reviews and development to improve team efficiency
Managing client complaints and escalated issues through the development of department leaders
Streamline cross departmental communication and collaboration
Develop an exceptional customer experience and Proven IT support brand loyalty
Identify new business opportunities within existing managed customer base to improve roadmaps and client satisfaction
Acts as a resource to motivate, unblock and enable whole team
Researches and leads adoption of new approaches to stay current and strive for excellence and continuous improvement
Manages risk in collaborations with other department leaders
Partner with, and provide expertise to internal departments during the development and deployment of new, value-added platform features, and supporting processes
Proactively manage internal and external relationships with senior stakeholders with business unit dependencies on the program outcome
Manage and balance business stakeholders' and client expectations regarding schedule, cost, and scope
Be the hub of positive self-organizing and proactive team encouragement
May perform other duties as assigned
Requirements
Bachelor's degree in Computer Information Systems/MIS or other business-related field
10 plus years of experience working in an MSP
5 years of management experience, leading leaders and team of 30+ employees
Experience with agile service delivery methods; developing, operationalizing and leveraging automation and playbooks to drive repeatability, quality and scale
Consistent track record of Managed Services Delivery
Experience working with SaaS products in a Managed Services capacity
Passionate about delivering exceptional customer experience and driving change and innovation
Must be a strong communicator, able to communicate with all levels of the organization and enterprise clients
Must possess solid analytical, communication, presentation skills and technology skills – written and verbal
Ability to multi-task variety of assignments with a high level of detail but with the ability to think and act strategically
Strategic and forward thinking
Ability to travel for work where employees are located (IL, IN, AZ, TN and GA)
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individual with disabilities to perform the essential functions.
While performing the duties of this job, the employee uses his/her hands to finger, handle or feel objects, controls; reach with hands and arms; stop, kneel, or crouch; talk or hear; The employee uses computer, copier, faxing and telephone equipment. The employee must be able to walk for short periods of time and sit, and stand for long periods of time.
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