Vice President Service Delivery

The Fidelus Services organization, including all Professional & Managed Services leadership and associated resources, provides the quality of work and responsiveness that sets Fidelus apart from the competition. The overall effectiveness and efficiency of the Services organization is directly related to the Fidelus’s overall success.

The VP of Service Delivery is a part of the Executive Leadership Team and is responsible for developing and executing Fidelus’s overall services strategy that aligns with the company’s Vision. The VP of Service Delivery is a critical position responsible for working with Professional & Managed Services leadership to optimize service factory delivery internally and across client organizations. Strong leadership, business acumen, teamwork and developmental skills are required to be effective in this role.

The Vice President, Service Delivery will have Profit & Lost responsibility for all Professional & Managed Services business lines, the respective leaders of which will roll up to him. These responsibilities include: optimizing and scaling the client-facing professional and managed services organization; bringing together existing services functions; setting the strategic direction (as well as evolving the overall service delivery strategy) of the professional services organization, managed services organization; and coordinating efforts across multiple internal organizations to support end-to-end client delivery.

If the thrill of working with and further developing strong services teammates to build a best-in-class service organization is something you get excited about, we want to talk to you!

Requirements

• Collaborate with Sales and Finance leaders to build a consensus forecast on customer activity and the resulting resource requirements;
• Forecast, with increasing accuracy, Service controllable elements of the P&L;
• Manage Services team to meet or exceed specific P&L metrics / objectives, including developing objectives and managing day-to-day efforts of the team to ensure a high level of responsiveness, flexibility, and efficiency;
• Drive sequential improvement in customer satisfaction metrics to mutually agreed up levels;
• Manage all workforce planning aspects of service delivery;
• Provide direct supervision of delivery leads, including coaching, counseling, developing and disciplining staff;
• Monitor / analyze all Service operational performance, and related delivery processes, and takes appropriate, timely and proactive measure to address any potential performance issues and to seize and potential opportunities to improve;
• Lead by example in creating an environment that encourages open communication, sharing ideas and best practices, and building strong cross-functional relationships;
• Perform timely and insightful [Service] business reviews with key stakeholders;
• Identify client deliverables that are at risk and/or not on time, developing required corrective actions, and implement as necessary;
• Serve as the Service operational expert to the business’ transformation team, working closely with team members to achieve targets and to design, plan, optimize and implement new operational process workflows that support company growth initiatives, new products and services;
• Build strong, collaborative relationships throughout the company; and
• Work with upper management in the continued development, coordination and implementation of support functions, processes, training program and evaluation of same.

Qualifications

• 10+ years of experience in Service Management, with sequentially greater responsibility, including a mix of operations, service delivery, process improvement, and Service P&L management
• Bachelor’s Degree
• Demonstrated experience effectively leading people/teams in customer-facing service operations roles in a technology-oriented enterprise environment.
• Proven ability to develop and manage relationships at all levels, including a demonstrated ability to coach and influence leadership in decision making.
• Proven track record of success in:
  • Managing projects;
  • Leading operational process change;
  • Improving/ delivering infrastructure technologies products and services; and
  • Identifying / implementing of best practices (design of metrics, analytical tools, benchmarking activities and related reporting)
  • Taking ownership of various parts of a project/initiative with tight deadlines or unexpected changes in expectation/ requirements
  • Managing the product life cycle, developing programs and frameworks required for the design of metrics, analytical tools, reporting for the identification of best practices
  • Evaluating processes and standards from a strategic perspective

Benefits

We offer Medical, Dental, Vision, Short Term Disability, Long Term Disability, Paid Time Off, Personal Leave, Holidays, 401(k) plan with company match and work/life balance. Fidelus Technologies is proud to be an Equal Opportunity Employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.