Engineering VP, Service Delivery Management

SEIZE THE OPPORTUNITY TO BE A PART OF SOMETHING GREAT!

Presidio is on the leading edge of a technology-driven movement to transform the way business is done, for our customers and our customers' customers. Joining Presidio means immersing yourself in a culture of self-starters, collaborators and innovators who make real, lasting change in the marketplace via cutting-edge technology and business solutions. At Presidio, we know that it’s our people that make the connections happen.

WHY YOU SHOULD JOIN US? You will set your career on track for outstanding achievement with a company that knows no limits. Presidio is a leading a global digital services and solutions provider focused on Digital Infrastructure, Business Analytics, Cloud, Security & Emerging solutions.

THE ROLE: Engineering VP, Service Delivery Management

Job Summary:

We are seeking a dynamic and experienced Engineering VP to lead and transform our Service Delivery organization. This role demands a strategic thinker with a hands-on approach, capable of rebuilding and scaling the team to deliver an exceptional experience for Presidio Managed Services. The ideal candidate is a practitioner-turned-leader with a proven track record in IT service delivery, exceptional leadership skills, and a passion for continuous improvement. If you have a drive for excellence, a talent for mentoring and developing teams, and the ability to manage high-level customer relationships while fostering a culture of quality and innovation, we want you on our team. Join us to make a significant impact and help shape the future of our service delivery excellence.

Travel Requirements:

This position does require any travel. In this role you will be expected to travel up to 5-10%.

Job Responsibilities:

• Partner, collaborate and develop strong relationships with Presidio business units to understand business needs in support of corporate strategy, corporate objectives and major functional objectives.
• Collaborate with various business units to understand their needs and align service delivery strategies with corporate objectives.
• Drive the adoption and implementation of ITIL best practices to enhance the efficiency and effectiveness of service delivery.
• Develop and maintain strong relationships with key client teams, ensuring their needs are met and their expectations are exceeded.
• Provide leadership and direction to a team of Service Delivery Managers (SDMs), ensuring they are equipped to deliver high-quality services.
• Develop and implement comprehensive onboarding processes for new SDMs to ensure they are fully prepared for their roles.
• Ensure SDMs deliver services of the highest quality while providing ongoing mentorship and support to foster their professional growth.
• Oversee the recruitment, management, mentoring, and training of SDMs to build a strong, capable team.
• Collaborate with Customer Experience (CX) and Quality Assurance (QA) teams to drive continuous process improvements within the service delivery organization.
• Create and execute processes that build a world-class service delivery organization, focusing on efficiency, effectiveness, and innovation.
• Ensure all SDMs, both new and existing, are fully enabled and equipped with the necessary tools and knowledge before being assigned to customer accounts.
• Handle escalations with tact and promptness, ensuring swift resolution of issues while maintaining customer satisfaction.
• Act as the primary liaison between the service delivery organization and account teams, facilitating effective communication and collaboration.
• Conduct thorough analysis of Customer Satisfaction (CSAT) data to identify areas for improvement and implement strategies to enhance customer experiences.
• Provide strategic leadership to ensure the service delivery function matures in line with business growth and evolving needs.
• Engage in senior business leadership discussions, providing updates and insights on service delivery initiatives and strategies.
   

Required Skills:

• Knowledge of administration and management principles, specifically in strategic planning, resource allocation, leadership technique, production methods and coordination of people and resources.
• Knowledge of relevant solutions sets, product line specifications, pe