Vice President, Customer Experience & Delivery

Vice President Of Customer Experience & Service Delivery

The Vice President Of Customer Experience & Service Delivery is a senior leader accountable for shaping and executing the strategic direction of break / fix service delivery, help desk, and project execution teams. This role goes beyond operational oversight; it is central to embedding a customer-first mindset across the organization. By driving measurable outcomes that directly improve customer satisfaction, loyalty, and long-term value, this leader ensures every process, interaction, and service aligns with customer success. Acting as both strategist and cultural champion, the VP translates customer insights into actionable plans, cascades customer-focused practices throughout the organization, and continuously elevates service performance to deliver exceptional, consistent customer experience.

Responsibilities :

• Oversee end-to-end service delivery operations, including break / fix support, help desk, and project teams, ensuring alignment with SLAs, KPIs, and customer satisfaction goals.
• Champion the use of tools such as Salesforce and automation platforms to optimize workflows, reporting, and service responsiveness. Ensure accurate and timely updates within the system, with strong emphasis on documentation and consistent process adherence to drive visibility, accountability, and follow-through.
• Lead resolution of escalated service issues with urgency and professionalism, ensuring root cause analysis and long-term solutions.
• Continuously refine service offerings and delivery processes to align with evolving customer needs and service strategies.

Strategic Coaching & Resource Development :

Customer Experience & Quality Improvement :

Executive Collaboration & Reporting :

Qualifications :

What We Offer :

Who We Are : We're not just another IT services firmwe're architects of business transformation. Our cutting-edge solutions and customer-first approach are revolutionizing how businesses connect, communicate, and create value in the digital landscape. As a national leader in IT service delivery, we're seeking sharp, results-driven professionals to join our team and push the boundaries of what's possible. At Optus, we've cultivated an environment where innovation thrives, collaboration is second nature, and openness drives progress. Our team leverages their expertise and commitment to CX to streamline multi-site enterprise operations, ensuring seamless functionality and instilling confidence in our clients nationwide. By joining us, you'll be part of a dynamic force that's setting new standards in IT service excellence.

Physical Demands / Working Conditions : Occasional travel to offsite customer locations as needed. Ability to read, write, and communicate orally and written to external and internal customers and employees. Normal vision and normal hearing with or without correction. Optus is an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected by law.