Vp Service Delivery

Overview

• Lead service delivery operations for a dynamic organization with a focus on professional services and managed services teams.
• Oversee a team of 35+ members, including project managers, engineers, and MSP staff, ensuring operational excellence.
• Develop and implement strategies to optimize resource utilization and improve customer satisfaction.
• Collaborate with technical leads to enhance workflows, processes, and service delivery models.
• Drive organizational goals through effective leadership, training, and performance management initiatives.
• Foster a collaborative and engaging culture within a remote workforce environment.
• Contribute to the development of new productized offerings and ensure alignment with corporate objectives.
• Provide strategic oversight and reporting on team profitability, forecasts, and adherence to benchmarks.
• Engage with clients during pre-sales and manage escalations effectively.

Key Responsibilities & Duties

• Manage professional services, managed services, and project management teams to ensure high-quality service delivery.
• Directly oversee team leads and project managers, fostering collaboration and alignment with organizational goals.
• Develop and refine processes to optimize engineering allocation, service quality, and profitability.
• Collaborate with the CTO and team leads to create productized offerings and deliver training on these initiatives.
• Ensure all team members have clear goals, KPIs, and training plans aligned with corporate objectives.
• Deliver monthly reports on team performance, profitability, and adherence to benchmarks.
• Engage with clients to position team strengths during pre-sales and manage escalations effectively.
• Enhance team culture, engagement, and cohesion within a remote workforce environment.
• Oversee internal IT management, including improvements and budget optimization.

Job Requirements

• Bachelor of Science (BS) degree required, with a strong emphasis on leadership and operational management.
• Minimum 10 years of experience in service delivery, preferably within the MSP industry.
• Proven track record in managing mixed teams of technical and non-technical contributors.
• Strong strategic and operational management skills, with the ability to drive organizational goals.
• Technical fluency to work within internal tools, review data, and enhance processes.
• Experience in developing training paths, KPIs, and performance benchmarks for teams.
• Excellent client engagement skills, including pre-sales positioning and escalation management.
• Ability to foster a collaborative and engaging culture within a remote workforce environment.
• Preferred 15 years of experience for candidates with advanced leadership maturity and technical understanding.