Job Scope:

The Vice-President of Service works together with executive management to define the services strategy. They are responsible for developing the tactics as well as planning and managing the execution of the objectives necessary to achieve the strategic goals. They are responsible for customer satisfaction and ensuring service is delivered within the established Service Level Agreements. The VP of Service will work directly with sales management to ensure the necessary resources are developed to support the products and solutions being offered. They will work hands on to help the service teams meet department and individual goals. They will model the appropriate behavior in regard to the company's Core Values and Code of Ethics Policies and supports the team approach to Quality.

Responsibilities:

Functional

· Develop ongoing development plans for the service management team

· Supervise and direct the efforts of the service teams

· Provide assistance and support for any service issues requiring escalation to resolve

· Manage the delivery of service by ensuring SLAs and phone statistics are monitored and met

· Develop and implement new service offerings related to Go-To-Market Strategy

· Develop the necessary training strategy and plans to ensure the ongoing development of the service organization

· Conduct and analyze customer satisfaction surveys and take necessary steps to correct re-occurring issues

· Make recommendations and implement performance benchmarks and reporting to ensure compliance

· Manage the execution of the tactics and activities leveraging Salesforce to automate and streamline activities

· Strengthen our national account presence by expanding the number of subcontractors and the capabilities of the subcontractor base, such as infrastructure, cabling, POS set-up, etc.

· Engage directly with high value customers to grow and strengthen relationships

· Ensure the internal communications systems are kept up to date and functioning properly

Leadership:

· Creates and executes leadership development for current and future service delivery leadership.

· Work collaboratively with the executive management team to establish the company’s strategic goals and direction

· Expand and define new service offerings to resellers and end users

· Drive the transformation of service to improve our managed services offering

· Take ownership of strategies related to service and ensure the proper execution

· Develop the necessary processes to manage the service organization and the delivery of service

· Identify technologies to enhance the delivery of service

· Provide coaching, direction and accountability to the service team

· Facilitate team meetings to communicate strategy, objectives, priorities and tactics to ensure the team’s goals and results are consistent with company direction

Responsibility For Work of Others:

Direct supervision over --- Systems Support, Service Delivery, Helpdesk, Field Techs

Requirements:

· Bachelor’s degree (BA/BS)

· 5 to 7 years of Service Management experience. Preferred experience in a progressive, technically oriented environment.

· Experience developing and implementing service strategies

· Experience in developing and managing a remote technical assistance center, managed services offering and\or Network Operations Center preferred

· Proficient in Microsoft Word, Excel and PowerPoint

· Strong organizational, administrative and communication skills

· Must be able to show strong leadership abilities and a history of leadership in a team-oriented work environment

Physical Demands/Working Conditions:

Ability to read, write, and communicate both orally and written to external and internal customers and employees. Normal vision and normal hearing with or without correction. Ability to lift and/or carry up to 25 lbs. periodically throughout workday. Ability to stand, walk, climb stairs, sit in one place, squat and kneel continuously throughout day. Ability to reach, bend, and twist continuously throughout day. Ability to use hands for gripping and squeezing, as well as repetitive hand and wrist motions. Ability to work together effectively and professionally with internal and external customers.