Engineering VP, Service Delivery Management

Job Summary :

We are seeking a dynamic and experienced Engineering VP to lead and transform our Service Delivery organization. This role demands a strategic thinker with a hands-on approach, capable of rebuilding and scaling the team to deliver an exceptional experience for Presidio Managed Services.

The ideal candidate is a practitioner-turned-leader with a proven track record in IT service delivery, exceptional leadership skills, and a passion for continuous improvement.

If you have a drive for excellence, a talent for mentoring and developing teams, and the ability to manage high-level customer relationships while fostering a culture of quality and innovation, we want you on our team.

Join us to make a significant impact and help shape the future of our service delivery excellence.

Travel Requirements :

This is a remote role with expected travel up to %.

Job Responsibilities :

• Partner, collaborate and develop strong relationships with Presidio business units to understand business needs in support of corporate strategy, corporate objectives and major functional objectives.
• Collaborate with various business units to understand their needs and align service delivery strategies with corporate objectives.
• Drive the adoption and implementation of ITIL best practices to enhance the efficiency and effectiveness of service delivery.
• Develop and maintain strong relationships with key client teams, ensuring their needs are met and their expectations are exceeded.
• Provide leadership and direction to a team of Service Delivery Managers (SDMs), ensuring they are equipped to deliver high-quality services.
• Develop and implement comprehensive onboarding processes for new SDMs to ensure they are fully prepared for their roles.
• Ensure SDMs deliver services of the highest quality while providing ongoing mentorship and support to foster their professional growth.
• Oversee the recruitment, management, mentoring, and training of SDMs to build a strong, capable team.
• Collaborate with Customer Experience (CX) and Quality Assurance (QA) teams to drive continuous process improvements within the service delivery organization.
• Create and execute processes that build a world-class service delivery organization, focusing on efficiency, effectiveness, and innovation.
• Ensure all SDMs, both new and existing, are fully enabled and equipped with the necessary tools and knowledge before being assigned to customer accounts.
• Handle escalations with tact and promptness, ensuring swift resolution of issues while maintaining customer satisfaction.
• Act as the primary liaison between the service delivery organization and account teams, facilitating effective communication and collaboration.
• Conduct thorough analysis of Customer Satisfaction (CSAT) data to identify areas for improvement and implement strategies to enhance customer experiences.
• Provide strategic leadership to ensure the service delivery function matures in line with business growth and evolving needs.
• Engage in senior business leadership discussions, providing updates and insights on service delivery initiatives and strategies.

Required Skills :

• Knowledge of administration and management principles, specifically in strategic planning, resource allocation, leadership technique, production methods and coordination of people and resources
• Knowledge of relevant solutions sets, product line specifications, performance criteria and applications
• Knowledge of basic human resource principles and procedures, specifically in personnel recruitment, selection, training, and personnel information systems
• Effective and efficient quality control analysis and troubleshooting skills
• Solid knowledge of customer management practices, and strong customer service skills
• Effective interpersonal and active listening skills
• Strong monitoring and project management skills to plan, organize, staff, and direct production while continuously assessing performance and taking corrective action
• Effective people management and instruction skills to include motivating, developing, coaching, directing, and identifying the best people for the job
• Strong public speaking and presentation skills
• Aptitude to be socially perceptive and be attentive to other’s reactions and why they respond as they do
• Skill to solve problems using inductive and deductive reasoning
• Strong critical thinking, complex problem solving, appropriate judgment, and decision-making skills
• Aptitude to generate a fluency of ideas about a given topic
• Aptitude to sense and forecast problem areas
• Excellent oral and written communication skills to include strong presentation and negotiation skills
• Aptitude to be conversant about the company, its solutions, and product strengths, weaknesses, opportunities and threats
• Solid knowledge in management of all aspects of sales support processes
• Excellent conflict resolution and team building skills
• Strong organizational skills
• Aptitude to communicate and align people within the organization, gaining the cooperation of those who may be needed to influence the creation of teams and coalitions that understand the corporate vision and strategies, and accept their validity

Additional Desired Skills :

• Technology Specific Certifications are a plus
• PMP, ITIL v Foundation, Six Sigma, and any relevant technical certifications are a plus

Education and Experience :

• Bachelor’s Degree in a relevant field such as Business Administration or Operations Management. Master’s Degree is advantageous to this role
• years' experience managing IT services customer relationships
• years' experience with a Managed Service Provider managing customer-facing teams and working cross-functionally across an organization to drive improvement and increase customer satisfaction
• Ideal candidate has IT service delivery in a Managed Services organization experience along with a proven track record of delivering services cost effectively
• Proven ability to manage at C-levels with customer accounts
• Thorough understanding of ITIL v Foundation Service Management
• Proficient with Microsoft Word, MS Excel an MS PowerPoint
• Strong knowledge of an ITSM platform (ServiceNow, Remedy, etc.)
• Strong rapport and relationship building skills with both internal individuals and external customers. Must be an effective communicator in difficult customer situations.
• Profound understanding of the technologies being managed by Presidio for the customer
• Solid understanding of how delivery provides the management services
30+ days ago