VP of Service Delivery (Managed Services Provider):

We are long-standing Managed Services Provider that has been supporting the DFW business community for over 20 years. We have a reputation of being a trusted business technology partner which they’ve maintained by keeping their clients at the forefront of their industries.

We are continuing to scale and are currently seeking an experience VP of Service Delivery (Managed Services Provider) to steer the ship. As a VP of Service Delivery (Managed Services Provider), you will be responsible for strategic leadership, holds ultimate accountability, and has oversight of the delivery of services to our entire portfolio of clients. This includes responsibility for all our service delivery areas: Support Desk, Centralized Services, virtual IT Managers, vCIO, gCloud, gShield and Professional Services.

The VP of Service Delivery (Managed Services Provider) will will work closely with managers, and team leads to ensure client expectations are being properly defined and met. This is achieved by developing and communicating the strategic direction for the service delivery department, hosting on-going meetings with the technical teams, implementing and refining processes to improve service delivery, monitoring & managing key business metrics, mentoring team members and developing leaders.

Previous MSP management experience is REQUIRED for this role.

VP of Service Delivery (Managed Services Provider) Management:

  • Provide direct oversight and guidance to all the service delivery areas.
  • Manage, motivate, lead, discipline, train, improve & encourage service delivery personnel.
  • Mentor key personnel to success in the positions.
  • Develop, train and hold personnel to service delivery processes.
  • Work with Services Manager to Improve customer service skills of all team members.
  • 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.
  • Drive employee engagement around current and future services and technology.
  • Conduct customer support process training/review sessions.
  • Ensure appropriate documentation is in place for specific support requirements

VP of Service Delivery (Managed Services Provider) Customer Relations:

  • Consistently engage with clients to build relationships and understand how our performance is perceived and/or where gaps exist.
  • Ensure overall client satisfaction
  • Train team on how to manage and meet client expectations.
  • Accountable for all aspects of the client experience and satisfaction

VP of Service Delivery (Managed Services Provider) Development:

  • Maintain satisfactory levels of the Key Performance Indicators/Smart numbers.
  • 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 the use of the current tools/products/services.
  • Improve/maximize efficiency and profitability of service delivery.
  • Accountable for defining and maintaining our service delivery product/boundaries.
  • Identify opportunities for growth and work with the appropriate team.

VP of Service Delivery (Managed Services Provider) Benefits:

  • Medical, Dental, and Vision Insurance
  • Education/Certification Assistance & Reimbursement
  • Annual raises and bonus opportunities
  • PTO + Paid Holidays
  • Legal Shield
  • Aflac