Vice President, Managed Services Client Delivery

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The Vice President, Managed Services Client Delivery is a senior leadership role, responsible for overseeing the end-to-end delivery of managed services contracts to strategic clients, ensuring client satisfaction, and managing a team of Managed Services Client Delivery Specialists.

This role develops and maintains strong relationships with strategic clients, ensuring that service level agreements (SLAs) and key performance indicators (KPIs) are met or exceeded.

The Vice President, Managed Services Client Delivery is responsible for ensuring client satisfaction, service delivery, and contract profitability for strategic client contracts.

Key responsibilities:

• Responsible for client satisfaction by ensuring that services are delivered according to agreed service definitions and Service Level Agreements and other contracts.
• Develops and executes a strategic vision for the managed services client delivery management function that aligns with the organization's overall goals and objectives.
• Fosters and maintains strong relationships with key strategic clients, ensuring their needs are met, and expectations are exceeded.
• Implements best practices, standards, and processes to ensure the consistent delivery of high-quality managed services to clients.
• Defines, monitors, and reports on key performance indicators (KPIs) to measure and improve service delivery efficiency and effectiveness.
• Allocates resources effectively, including people, technology, and infrastructure, to meet client demands efficiently.
• Identifies and mitigates potential risks to client service delivery and proactively address issues as they arise.
• Manages the budget for the managed services client delivery function, ensuring cost-effectiveness and profitability.
• Collaborates with the technology team to integrate the latest tools and solutions that enhance service delivery capabilities.
• Serves as the voice of the client within the organization, advocating for their needs and ensuring client-centric decision-making.
• Works closely with the Service Delivery Management and Vendor Management teams to identify methods or purchase and procurement, establishing evaluation criteria, evaluating alternative options and assisting with the decision to select the most appropriate vendor/supplier.
• Engages proactively and collaboratively with suppliers to resolve incidents, problems or unsatisfactory performance.
• Develops and manages an annual operational budget and works with the Commercial Team, ensures that monthly and pass through billing happens.
• Reviews all proposals delivered to the client and ensures that growth objectives within the account are in line with the company's overall growth objectives and serve the best interest of the client.
• Contributes to pre-sales processes by providing information, determining the effort required to deliver and generally providing advice on the most optimal way to approach the client or filter out what is not relevant to the client.
• Collaborates and engages with a variety of stakeholders, including the Business Review Boards and Steering Committees to ensure the delivery of services against the agreed Service Level Agreements
• Drives service delivery excellence by motivating the team members and inspiring outstanding performance against Service Level Agreements.
• Negotiates and resolves contractual issues, including failure to meet contractual obligations.
• Partners with the organization to attract the right talent and ensure that the team is staffed according to requirements and that all team members are fully utilized.

To thrive in this role, you need to have:

• Substantial familiarity with the specific industry or industries the organization serves, including industry trends, regulations, and challenges.
• Substantial awareness of emerging technologies, trends, and innovations in the IT industry, such as AI, automation, and digital transformation.
• Substantial knowledge of various service delivery models, including ITIL (Information Technology Infrastructure Library) and Agile methodologies.
• Substantial understanding of client needs, preferences, and market dynamics to tailor service delivery strategies.
• Substantial proficiency in budgeting, financial analysis, and cost control to ensure profitability while delivering quality services.
• Substantial leadership and team management skills to inspire and