Msp Vice President (It Service Delivery)

MSP Vice President (IT Service Delivery)

$150,000 - $180,000
About

MSP Vice President (IT Service Delivery) Key Responsibilities:
Customer Relations/ Satisfaction
Consistently engage with clients to build relationships and understand how our performance is perceived and/or where gaps exist.
Ensure overall client satisfaction and look for ways of improvement.
Train team on how to manage and meet client expectations.
Process Development/ Improvement
Maintain satisfactory levels of the Key Performance Indicators.
Produce and report on performance of department.
Implement ISO 9001/SOC 2 Type2 processes and ensure adoption across all teams.
Ensure implementation of our IT and security standards across all our client environments.
Improve/maximize efficiency and profitability of service delivery.
Identify opportunities for growth and work with the appropriate team.
Management
Provide direct oversight and guidance to all the service delivery areas.
Work with Services Manager to Improve customer service skills of all team members.
Ensure effective service delivery and problem escalation/management.
Problem Solving
Review service failures and prepare/deliver postmortem/root cause incident reports on both technical and process issues.
Conduct periodic operations reviews to review product and support performance.
Perform trend analysis on both clients raised and internally identified issues and lead team(s) to develop a resolution.
MSP Vice President (IT Service Delivery) Qualifications:
7+ years of experience working for a Managed Service Provider (REQUIRED)
5+ years as an IT Director or VP for a Managed Service Provider
Ability to build strong relationships with executive level leaders.
Experience running a Service Delivery department efficiently and profitably
Experience maintaining a high client retention rate
Experience improving internal processes to ensure efficiency and effectiveness
Experience identifying and speaking to technical solutions for business problems.
Salary $150,000-$180,000
Generous PTO
Education, Certification assistance & reimbursement
Collaborative and team oriented company culture
Location

About the Company
Bowman Williams is a national specialized staffing firm for Cloud Service Providers and Managed Service Providers. Ranked by Forbes as one of America's top 200 Best Staffing Firms in America, we are a good resource for candidates looking to advance their careers in the Cloud Solutions and Services industry.

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