Vice President of Managed Services - 100% Remote - US Based

Job Description

We are seeking a dynamic leader to take our Managed Services practice to the next level.

The VP of Managed Services is the strategic leader for our Managed Services Practice, providing end to end support our client in their Business-to-Business Integration needs. The VP will be accountable for management, growth and maximizing revenue of the company's Managed Services business ensuring assigned clients receive the highest level of quality service and support. This position is responsible for reframing and directing the operations of the business unit, ensuring implementation and execution of proper processes and procedures for client onboarding, steady-state monitoring, and incident troubleshooting for the all the lines of business within the managed service practice.

This individual will develop strategic direction for Managed Services, build offerings, develop pricing, and align operations with industry best practice frameworks. The VP will develop and maintain strategic alliances with partners, vendors, and outsourced resources. The ideal candidate must have a proven track record of establishing, growing, and transforming cross functional lines of managed services into a high operating measurable Managed Service.

Responsibilities include:

Strategy, Growth and Financial

• Develop and implement the sales and service delivery strategies required to grow the Managed Services practice
• Provide key leadership in the definition and execution of new advanced service offerings.
• Grow business through development and delivery of managed services, drive add-on business within customer base, and maintain a less that 2.5% churn on recurring revenue managed services contracts.
• Lead ongoing efforts to evolve and define value add offerings and packages.
• Develop business plan and manage P&L.
• Ensure that Managed Services is driving high levels of customer satisfaction and value, team member engagement and satisfaction, and profitability and growth

Operational                                                                                         

• Manage operational teams to support managed services infrastructure to achieve and exceed customers’ expectations in regard to application, networking, onboarding, and support needs.
• Develop support related procedures and deliverables in conjunction with operational teams to meet growth targets and create a sustainable Managed Services value proposition. Oversee and support the execution.
• Manage multiple concurrent lines of business that are complex and unique in nature.

• Analyze business processes to determine and document business requirements and translate them into clear and concise service level specifications.
• Provide input into the presales process and act as a lead on support and service issues, strategy and approach

·        Determine opportunities for improvement in incident resolution process, leveraging onshore and offshore team members.

Team Leadership

• Set direction, drive change, align people, motivate and inspire, recognize and reward resources who are helping deliver / fulfill our client commitments.
• Identify and develop key organizational enablers - communicate, educate, coach, mentor, organize, define - relative to the core business processes to make our business successful.
• Ensure the ongoing mentoring, training and development of direct reports and their respective teams.

·        Help develop a collaborative culture with all other functional areas that Managed Services interfaces with, including sales, technical presales, professional services, and operations

Customer Advocacy

• Point of executive escalation for customer issues and communication
• Participate in Quarterly Business Reviews for larger MS customers
• Ensure that CoEnterprise customers are experiencing a “gold standard” Managed Services experience

Collaboration

• Interact with direct reports and peers in management as well as clients to collaboratively share information, provide input to strategic and operational initiatives and improve cross-departmental processes.
• Provide strategic influence across groups, projects and products to implement cost-effective solutions to solve complex business problems.
• Interface regularly with sales, marketing, and executive leaders to ensure driving appropriate best practices into the design of our solutions to support a strategic focus on growing our Managed Services business. 
• Enable sales teams in addressing senior level pre-sales support for customer presentations, consultations, and opportunity qualifications.

Success in the role will be measured by:

• Achievement of goals in annual business and financial plans
• Performance metrics (e.g., profitability, utilization, churn, new business)
• Ability to deliver on Service level agreements (SLAs)
• Client satisfaction metrics

 

Qualifications

Qualifications

Experience

• At least ten (10) years of experience in enterprise Managed Services within the B2B space to Fortune 10 clients and Fortune 5000 clients.
• At least five (5) years in a management position with P&L responsibility as well as experience supporting 24X7 critical services.
• Demonstrate extensive management experience in a highly available (7x24x365) environment, with deep expertise in B2B integration technologies.
• Ability to engage senior client management in discussions regarding our solutions, the client’s industry and business model.
• Expert written, verbal, presentation and interpersonal skills, with ability to influence and sell ideas.
• Strong customer/client service orientation – demonstrates ability to build effective working relationships with stakeholders leading to “trusted advisory” status.
• Solid track record leading and developing support teams in a managed service environment
• Managed Services financial management experience
• Able to juggle priorities to meet deadlines without cutting corners
• Follow up on and take responsibility for unresolved issues or escalations
• Experience of driving change initiatives in a service environment
• Experienced and conversant in Service Level Agreements and Operational Schedules
• Able to identify Business Development opportunities
• General technical understanding of Networking, Infrastructure and Hosting technologies and solutions
• Able to develop effective relationships internally at a variety of levels and work closely with commercial departments such as sales and product management
• Effective interpersonal and communication skills

Leadership

• Experience in building, staffing, and managing successful Managed Services focused on serving the full spectrum of enterprise clients.
• A seasoned leader, manager and a change agent.
• Experience working in crisis management with critical infrastructure.
• Ability to manage multiple engagements simultaneously and meet deadlines within a fast-paced environment.
• High level of initiative and drive with ability to work both in collaboration with and independent of team and management.
• Ability to think and act strategically, but capable of adapting a hands-on approach when required.
• Set clear objectives, evaluate progress and instill a high performance culture with focus on team work, service excellence and ownership for resolving customer issues

 

Additional Information

At CoEnterprise, we believe diversity drives innovation. We are committed to creating and maintaining a workplace in which all employees have an opportunity to participate and contribute to the success of our business.  In recruiting for our team, we welcome the unique contributions that you can bring. We value employees for their differences represented by a variety of dimensions including demographics, behaviors, work style and perspectives.

We are an AA/EOE employer.

Position is US based remote.