VP, Resolution Services
Skills
- Proven managed services and service delivery leadership at scale
- Deep knowledge of ITIL and modern service management practices
- Experience establishing KPI frameworks and SLA governance
- Financial acumen for utilization, cost management, and margin performance
- Experience with PSA, RMM, automation and service tooling
- Strong executive communication and stakeholder management
- Capacity planning and workforce strategy
- Change management and large-scale transformation experience
Responsibilities
- Define and execute long-term strategy and vision for Resolution Support Services aligned to corporate objectives.
- Lead service delivery across Customer Service and Resolution Center functions to meet SLAs, CSAT/NPS, and financial targets.
- Establish and maintain enterprise-wide service standards, KPIs, reporting, and governance frameworks.
- Drive capacity planning, workforce strategy, and resource allocation to support growth and operational efficiency.
- Partner with Sales, PreSales, PostSales, and Customer Success on forecasting, onboarding, and service packaging.
- Lead transformation initiatives including automation, AI integration, and tooling optimization (PSA/RMM).
- Coach and develop a high-performing leadership team; implement succession planning and organizational design.
- Serve as executive escalation point for key clients and represent Resolution Services in leadership forums.
Education
- Bachelor’s degree required
- MBA or advanced degree strongly preferred
- 12–15+ years progressive leadership experience in managed services or IT services
- 7+ years leading leaders in multi-tiered service delivery organizations
Benefits
- Medical, dental, and vision insurance
- 401(k) match
- 7 company holidays plus generous PTO
- Full benefits package and continuous training
- Remote work and flexible schedule
- Professional development and career growth opportunities
Average salary estimate
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