We are seeking an MSP Vice President of Service Delivery to be responsible for all service delivery areas including support desk, centralized services, Vcio’s, and professional services. The VP will work with cross functional teams to ensure client expectations are being defined and met. The VP will be responsible for meeting with technical teams, implementing and improving processes, monitoring & managing metrics, meeting with clients, etc.
The ideal VP of Service Delivery is someone who has worked in a similar leadership role for a Managed Service Provider in the past. The VP is not a service delivery manager but oversees the service delivery manager.
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
