We are seeking a Vice President of Service Delivery.
The Vice President of Service Delivery will be joining an MSP that invest back into their employees and into the community. This is an opportunity to join a growing organization who values customer service, respect, integrity, community service, collaboration and innovation.
The Vice President of Service Delivery will be responsible for strategic leadership overseeing the MSP services of the organization and maintaining client satisfaction. The Vice President of Service Delivery will work with cross functional teams and oversee service areas including Support Desk, VCIO’s, Professional Services, Cloud Services, and Centralized Services.
Vice President of Service Delivery (MSP) Responsibilities
- Quality assurance and accuracy across all ticket types and teams
- Assist with escalated tickets when needed (MUST HAVE A HANDS ON TECHNICAL BACKGROUND)
- Consistently engage with clients to build relationships and understand how our performance is perceived and/or where gaps exist.
- Train team on how to manage and meet client expectations.
- Managed Service Delivery team and conduct performance reviews
- Find, investigate, trial & implement new tools/products/services.
- Identify opportunities for growth and work with the appropriate team.
- Provide direct oversight and guidance to all the service delivery areas.
- Manage, motivate, lead, discipline, train, improve & encourage service delivery personnel.
- Work with the Service Desk Manager to monitor, manage and audit service delivery to ensure appropriate best
practices & high service delivery standards are implemented across all clients. - Responsible for new employee and ongoing training of all service delivery processes and procedures
- Review service failures and prepare/deliver postmortem/root cause incident reports on both technical and
process issues. - Run projects well and profitably: projects on time and on budget.
- Serve clients well and keep them happy: Keep CSAT above 97%
Vice President of Service Delivery (MSP) Benefits:
- Salary $125,000-$145,000
- 100% Health, Dental, Vision
- Generous PTO/Holidays
- 401k + 3% match
