VP of Service Delivery

We are currently seeking an Vice President of  Service Delivery  to lead day-to-day operations and strategy across the support regions/groups of the business to support growth, delivery with consistency and excellence, and the desired level of profitability for the profit centers. Key focus areas are consistent excellence, proactiveness, driving efficiency, low client/MRR churn, high CSAT and NPS scores, world-class service delivery, building an organization that will scale, and alignment to corporate goals.

This position requires a passion for:
  • Leading and mentoring a high-performance team
  • Outstanding customer service
  • Ongoing process improvement

Here’s what you will be responsible for:

  • Manage, prioritize, and support company initiatives and goals that are aggressive, yet obtainable and tied to company goals.
  • Primary person to set strategy that enables word-class service with high client loyalty and satisfaction and sub-6% churn to occur
  • Act as an escalation point for critical client issues, communicate and manage communication with clients as needed
  • Build an organizational culture in alignment with our core values.
  • Oversee the clients that are at-risk and the churn of recurring revenue – taking measures to ensure clients are retained and that churn is kept to an absolute minimum.
  • Ensure proper reporting structure and resource allocation within all divisions.
  • Develop and set metrics to measure teams’ performance goals which are tied to the goals of the company, taking corrective action as necessary.
  • Develop management teams to deliver results and take actions that are consistent with the company’s overall strategy.
  • Help identify opportunities for areas of improvement.
  • Ensure adherence to annual budgets.
  • Make sound business decisions based on data and statistics.
  • Benchmark and assess industry competitiveness, market trends, and emerging client needs.
  • Provide visible leadership for the company.
  • Assist in managing strategic vendor relationships.
  • Proactive issue trending and data reporting for the improvement of key metrics.
  • Structure effective training programs and measure their success.
  • Maintain an in-depth knowledge of the products and services we offer.
  • Do what is possible to drive maximum profitability or cost reduction through the use of tools, efficiency gains or process/performance improvement.
  • Continuously broker solid symbiotic relationships between Sales and Service.
  • Assist with key hires in the screening process
  • Administrative and people-related items that are consistent with management in the company – quarterly conversations, compensation issues, etc.
Here’s the experience we would like for you to have:
  • Bachelor’s degree in Computer Science, Engineering, Business, or related field preferred.
  • 15+ years relevant technical experience with at least 5 years of experience in senior management/leadership role.
  • Experience in creating and managing large budgets and a strong understanding of financial concepts.
  • Experience in IT service delivery and managing customer expectations.
  • Demonstrable experience in change management.
  • Ability to propose, promote, collaborate, and execute strategic corporate initiatives.
  • Strong interpersonal and communication skills with the ability to build effective working relationships, solicit cooperation, and resolve conflicts with a variety of stakeholders both internally and externally.
And, here is some additional info you will want to know:
  • Travel Requirements:  limited, some possible day travel
  • Applicant selected will be subject to a criminal, credit, and department of motor vehicles background checks and must meet Criminal Justice Information Systems (CJIS) requirements post-employment
  • VC3 offers great benefits, including:
    • National health insurance coverage with two plan options
    • FSA (flexible spending account) for health and/or dependent care
    • HSA (health savings account)
    • Vision and dental plans for you and your dependents
    • 100% company paid basic life and long-term disability insurance
    • 401k with a company match

Job Location
Remote
Remote work possible
Date posted
May 23, 2022
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Position: VP of Service Delivery

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