Vice President of Managed Service Delivery

Description

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