VP – Maintenance Service Delivery
Employment Type: Direct Hire, Full-Time Role
Employment Setup: Hybrid – 3 Days Onsite
Role Level: Vice President role
Location: Raleigh-Durham North Carolina What impact you will make?
We are seeking a highly skilled and experienced candidate to join our executive team as a Vice President, North American Maintenance Service Delivery. The Vice President will be responsible for the overall success of the large North America Maintenance Services Organization. The Services Operation includes Installation Services and 24/7 Break-Fix services at our client locations for our hardware and software products. This includes managing multiple Service Delivery Executives, Supply Parts Management, Central Operations, Reporting, Fleet Services, Staff Management and Development, Budgeting, Forecasting, Strategy and other key areas essential to maintenance services delivery. This role also drives the selection, implementation and ongoing support of programs, policies, delivery methods and software tools necessary for the continued success of the business. What you will be doing? Accountable for successful delivery of maintenance services to major global retailers. Ensures compliance with SLAs, SLOs, and other delivery metrics. Cultivates and maintains exceptional client relationships. Drives strong financial returns as expected by the company. Develops and implements strategies for sustainable growth in North American accounts. Plays a key role in creating global Maintenance Service business strategy across the US, Puerto Rico, and Canada. Manages multiple, rapidly changing priorities based on time constraints and business urgency. Aligns operations with global maintenance mission, strategic objectives, and policies. Establishes trusted advisor relationships with key client personnel, including C-suite executives. Leverages team efforts to promote Hardware, Software, and Services business. Collaborates with Client team, Solutions Group, and Sales team to drive account growth. Engages in new sales initiatives and participates in resource planning for new products and services. What skills do you need to be successful? Bachelor's degree with 15+ years of functional experience, and 10+ years of management experience. Strong leadership and problem-solving skills 10+ years of experience managing multiple clients, personnel, and profit and loss (P&L) specifically around field service delivery. Experience with service assurance, service delivery, finance/billing, cost forecasting new business implementation, and contract management Demonstrated Business acumen to work and manage diverse staff in a multi-cultural remote environment as well as a matrix environment. Ability to understand high-level technology concepts Strong inter-personal and relationship building skills. Knowledge of Oracle's field service and IFS Field service products or similar Maintenance Delivery software tools is preferred but not required Strong project management skills, ability to prioritize activities and work on multiple projects at once. Proven experience in achieving operational excellence and developing end-to-end proce dures with a keen ability to identify improvement opportunities and implement change. Ability to achieve goals through influencing, partnering and developing productive relationships with leadership across the business and vendor relationships. Ability to simply and effectively communicate complex issues to all employee levels. Possess critical thinking to evaluate complex strategies and develop recommendations. Possess strong consulting skills and the ability to quickly assess situations, identify gaps and possible solutions. Strong analytical, written, oral communication and presentation skills – proficiency in written and oral English Proficient use of technology including MS office programs and Internet resources. Must be able to work flexible hours to accommodate early morning/evening meetings/ teleconferences with different time zones if needed. Strong problem solving and critical thinking skills.
