MSP Vice President (IT Service Delivery) Key Responsibilities:
Customer Relations/ Satisfaction
- Consistently engage with clients to build relationships and understand how our performance is perceived and/or where gaps exist.
- Ensure overall client satisfaction and look for ways of improvement.
- Train team on how to manage and meet client expectations.
Process Development/ Improvement
- Maintain satisfactory levels of the Key Performance Indicators.
- Produce and report on performance of department.
- Find, investigate, trial & implement new tools/products/services.
- Implement ISO 9001/SOC 2 Type2 processes and ensure adoption across all teams.
- Ensure implementation of our IT and security standards across all our client environments.
- Improve/maximize efficiency and profitability of service delivery.
- Identify opportunities for growth and work with the appropriate team.
Management
- Provide direct oversight and guidance to all the service delivery areas.
- Manage, motivate, lead, discipline, train, improve & encourage service delivery personnel.
- Work with Services Manager to Improve customer service skills of all team members.
- Ensure effective service delivery and problem escalation/management.
Problem Solving
- Review service failures and prepare/deliver postmortem/root cause incident reports on both technical and process issues.
- Conduct periodic operations reviews to review product and support performance.
- Perform trend analysis on both clients raised and internally identified issues and lead team(s) to develop a resolution.
MSP Vice President (IT Service Delivery) Qualifications:
- 7+ years of experience working for a Managed Service Provider (REQUIRED)
- 5+ years as an IT Director or VP for a Managed Service Provider
- Ability to build strong relationships with executive level leaders.
- Experience running a Service Delivery department efficiently and profitably
- Experience maintaining a high client retention rate
- Experience improving internal processes to ensure efficiency and effectiveness
- Experience identifying and speaking to technical solutions for business problems.
MSP Vice President (IT Service Delivery) Benefits:
- Salary $150,000-$180,000
- Medical, Dental, Vision Insurance
- Generous PTO
- Education, Certification assistance & reimbursement
- Collaborative and team oriented company culture
