Vice President, Service Delivery

Overview

• Lead service delivery operations, overseeing professional services, managed services, and project management teams.
• Drive organizational strategy, ensuring alignment with long-term corporate goals and objectives.
• Enhance team culture and engagement, fostering collaboration within a remote workforce.
• Develop and implement training paths, KPIs, and performance benchmarks for team members.
• Optimize resource utilization and improve customer satisfaction through strategic initiatives.
• Collaborate with technical leads to refine workflows and operational processes.
• Support pre-sales activities by showcasing the engineering team's capabilities.
• Manage internal IT improvements and budget optimization efforts.
• Develop new productized offerings with comprehensive documentation and training materials.

Key Responsibilities & Duties

• Oversee professional services, managed services, and project management teams, ensuring operational excellence.
• Manage engineering team leads and project managers, driving team cohesion and collaboration.
• Develop and refine processes to optimize service quality and profitability.
• Collaborate with the CTO and team leads to enhance service delivery frameworks.
• Implement training plans and performance metrics aligned with corporate objectives.
• Deliver monthly reporting on team performance, profitability, and adherence to benchmarks.
• Engage with clients during pre-sales and manage escalations effectively.
• Develop and deliver training on new productized offerings for team members.
• Enhance organizational culture and engagement within a remote workforce.

Job Requirements

• Bachelor of Science in Architecture Technology or related field required.
• Minimum of 10 years of experience, with 15 years preferred in relevant roles.
• Proven leadership experience at the VP level in service delivery operations.
• Strong management and strategy skills with a focus on operational excellence.
• Technical fluency to collaborate effectively with engineering leads and teams.
• Experience in developing training paths, KPIs, and performance benchmarks.
• Ability to manage customer escalations and support pre-sales activities.
• Proficiency in optimizing resource utilization and improving customer satisfaction.
• Capability to enhance culture and engagement within remote teams.