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
