Rvp, Service Delivery Central Region
2 weeks ago
Overview:
RVP, Service Delivery will be assigned the Central Region. Position will be remote based in one of the following states with a requirement to travel to customer sites as needed. Must be based in one of the following states: OH, MI, IN, IL, WI, MO, IA, MN, LA, TX, OK, KS, NE, SD, ND
**Responsibilities**:
- Ensures quality service and operational performance
- Perform duties with mínimal guidance
- Oversee the management of contract deliverables
- Manage Subcontactor performance
- Analyzes operational processes, staffing and oversees training needs.
- Identify opportunities for service delivery improvements and value add to the customer
- Participates in proposal development
- Maintain and develop client relationships, focusing especially on building long-term relationships
- Selects, develops, and evaluates employees to ensure the efficient operation of the function
- Conduct quarterly performance reviews subordinate managers
- Works with RVP Sales to ensure regular customer retention meetings and onsite visits
- Responsible for managing schedules and resource allocation
- Serve as an escalation point for all issues experienced by field services team
- Document policies and procedures related to daily Service Delivery operations
- Create and develop a team environment
- Create a culture of mutual accountability and a focus on service excellence
- Addresses substandard performance immediately
- Ensures management of workflow to ensure proper and timely problem solving
- Collaborates across multiple departments to document and continually improve service work processes
- Provides consistent and accurate reports and forecasts relative to the execution of the services
- Other duties as assigned
Qualifications:
- 12+ years of operational experience with an emphasis on service delivery
- 8+ years of direct experience in a management/senior leadership role ideally focused on virtualized operations
- Bachelor’s degree from a four-year college or university or equivalent years of experience
- Demonstrated service experience
- Proven leader with a history of achieving performance objectives
- Demonstrated aptitude to effectively guide/influence the priorities
- Possesses strong problem solving, analytical, planning, and organizational skills
- Excellent verbal, written and presentation skills to effectively present information
- Ability to create and implement training programs
- Successful track record in building and managing relationships with internal and external customers
- Detail oriented with proven experience in managing in a fast-paced operations
- Ability to inspire and motivate staff to achieve results
- Ability to identify and implement process improvement and standards of excellence
- Passion for developing and implementing operational standards and processes
- Fluent in use of MS-Office products, especially Word and Excel
- Ability and willingness to meet with travel requirement of 50%
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