We are seeking a Vice-President Service Delivery in Hyderabad, Telangana, India.
You will be responsible for strategic leadership, hold ultimate accountability, and oversight of the delivery of our services to our entire portfolio of clients. This includes responsibility for all our service delivery areas: Oracle ERP, BI, Snowflake, Digital Engineering, Quality Engineering and Professional Services. The VP of Service Delivery will work closely with Directors, Associate Directors and managers to ensure client expectations are being properly defined and met.
The ideal candidate must have very strong business acumen, a deep understanding of technical concepts as well as industry trends, and the ability to communicate these concepts to C-level executives.
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.
Look for opportunities to surpass clients’ expectations.
Maintain satisfactory levels of the Key Performance Indicators
Report to CEO on performance of department.
Maintain and upgrade ISO 27001 and implement SOC 2 Type2 processes and ensure adoption across all teams.
Improve/maximize efficiency and profitability of service delivery.
Accountable for defining and maintaining our service delivery process.
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.
Mentor key personnel to success in the positions.
Develop, train and hold personnel to service delivery processes.
Work with Delivery Managers to improve customer service skills of all team members and monitor, manage and audit service delivery to ensure appropriate best practices & high service delivery standards are implemented across all clients.
Ensure appropriate documentation is in place for specific support requirements.
Organize and chair regular delivery review meetings.
Drive employee engagement around current and future services and technology.
Conduct customer support process training/review sessions.
Client retention of 95% and above.
Help clients thrive: Integrate technology into all areas of client businesses through digital transformation
Build strong client relationships: Meet and engage with clients regularly and build strong business relationships
Drive RFPs in the technology areas that the organization is focused and lead to win
A minimum of 10 years of service delivery leadership experience in preferably a larger Managed Services environment
Bachelor’s degree in Information Technology / Computer Science, with an advanced degree preferred.
Experience in all aspects of developing and maintaining a technical delivery team.
Proven experience in customer service.
Provide thought leadership on the data platforms, integration strategy and roadmap using Snowflake
Knowledge of IT and security best practices in the Small, Medium and large enterprises market.
Strong customer relationship skills.
Excellent written and verbal communication skills.
High stress tolerance.
Organization and planning.
Problem analysis and problem-solving.
Formal presentation and speaking skills.
Persuasiveness and ability to adapt.
Excels in team collaboration and efficiency.
Driven, dedicated contributor that expects high quality results from him/herself and the team he/she leads.
Strong critical thinking and analysis skills.
Ability to collaborate, establish and maintain credible and influential relationships at all levels.