Job description

Overview

The Vice President of Service Delivery is a top-tier executive responsible for directing the company's comprehensive service delivery strategy, ensuring operational excellence, customer satisfaction, and optimal service performance across worldwide operations. This role manages the delivery of products, professional and managed services, customer support, and project implementation to guarantee exceptional customer experiences, adherence to contracts, and ongoing business growth.

Leadership & Collaboration

This position works closely with C-suite leaders including the COO, CCO, CEO, CRO, CTO, and CIO to enhance service delivery efficiency, elevate customer satisfaction, and drive overall organizational success.

Primary Responsibilities

Design and implement global service delivery strategies aligned with company goals and expansion plans.
Create scalable service models, governance structures, and operational standards across all business segments worldwide.
Champion continuous process improvements to boost service quality and operational efficiency.
Manage enterprise-wide service delivery teams including onboarding, technical services, support, and field operations.
Ensure timely, budget-compliant delivery meeting contractual service-level agreements.
Standardize delivery frameworks, procedures, and quality controls.
Optimize global operations to enhance scalability and consistency.
Collaborate with Customer Success, Sales, Product, and Support teams to elevate the overall customer journey and drive retention and renewal metrics.
Act as the executive leader for key customer accounts and lead executive business reviews and escalation processes.
Develop KPIs and dashboards measuring service quality, SLA adherence, customer satisfaction (CSAT), NPS, operational efficiency, utilization, profitability, and performance.
Implement Lean, Six Sigma, Agile, ITIL methodologies, integrating AI, automation, and analytics for operational enhancements.
Manage budgeting, forecasting, staffing, and vendor partnerships to ensure profitable service delivery.
Maintain compliance with contractual, regulatory, and governance requirements with a focus on risk mitigation and service resilience.
Provide regular performance reports and strategic updates to executive leadership and the Board of Directors.
Lead and mentor senior service delivery leaders fostering executive development and succession.

Qualifications

Bachelor's degree in Business Administration, Information Systems, Engineering, Operations Management, Computer Science, or related areas; Master’s degree preferred.
Professional certifications such as ITIL, PMP, Lean Six Sigma, Agile, or SAFe advantageous.
12–18+ years in progressive leadership roles overseeing service delivery, operations, customer success, or professional services.
Demonstrated success in managing large-scale global service delivery operations with full operational and fiscal accountability.
Advanced skills in customer lifecycle management, operational excellence, service governance, and digital transformation.
Strong communication, financial acumen, strategic planning, negotiation, and stakeholder management capabilities.

Core Skills

Service delivery leadership
Customer success management
Operational excellence methodologies
Managed and professional services oversight
Service operations management
SLA and performance management
Customer experience enhancement
Profit and loss management
Executive leadership and team development