Engineering VP, Service Delivery Management

2 weeks ago

Richmond, Virginia, United States Presidio Full time

Job Summary:

We are seeking a seasoned and accomplished Engineering VP to spearhead and transform our Service Delivery organization. This role demands a visionary leader with a hands-on approach, capable of rebuilding and scaling the team to deliver an exceptional experience for Presidio Managed Services. The ideal candidate is a practitioner-turned-leader with a proven track record in IT service delivery, exceptional leadership skills, and a passion for continuous improvement. If you have a drive for excellence, a talent for mentoring and developing teams, and the ability to manage high-level customer relationships while fostering a culture of quality and innovation, we want you to be part of our team.

Key Responsibilities:

  • Partner with Presidio business units to understand business needs in support of corporate strategy, corporate objectives, and major functional objectives.
  • Collaborate with various business units to understand their needs and align service delivery strategies with corporate objectives.
  • Drive the adoption and implementation of ITIL best practices to enhance the efficiency and effectiveness of service delivery.
  • Develop and maintain strong relationships with key client teams, ensuring their needs are met and their expectations are exceeded.
  • Provide leadership and direction to a team of Service Delivery Managers (SDMs), ensuring they are equipped to deliver high-quality services.
  • Develop and implement comprehensive onboarding processes for new SDMs to ensure they are fully prepared for their roles.
  • Ensure SDMs deliver services of the highest quality while providing ongoing mentorship and support to foster their professional growth.
  • Oversee the recruitment, management, mentoring, and training of SDMs to build a strong, capable team.
  • Collaborate with Customer Experience (CX) and Quality Assurance (QA) teams to drive continuous process improvements within the service delivery organization.
  • Create and execute processes that build a world-class service delivery organization, focusing on efficiency, effectiveness, and innovation.
  • Ensure all SDMs, both new and existing, are fully enabled and equipped with the necessary tools and knowledge before being assigned to customer accounts.
  • Handle escalations with tact and promptness, ensuring swift resolution of issues while maintaining customer satisfaction.
  • Act as the primary liaison between the service delivery organization and account teams, facilitating effective communication and collaboration.
  • Conduct thorough analysis of Customer Satisfaction (CSAT) data to identify areas for improvement and implement strategies to enhance customer experiences.
  • Provide strategic leadership to ensure the service delivery function matures in line with business growth and evolving needs.
  • Engage in senior business leadership discussions, providing updates and insights on service delivery initiatives and strategies.

Requirements:

  • Knowledge of administration and management principles, specifically in strategic planning, resource allocation, leadership technique, production methods, and coordination of people and resources.
  • Knowledge of relevant solutions sets, product line specifications, performance criteria, and applications.
  • Knowledge of basic human resource principles and procedures, specifically in personnel recruitment, selection, training, and personnel information systems.
  • Effective and efficient quality control analysis and troubleshooting skills.
  • Solid knowledge of customer management practices and strong customer service skills.
  • Effective interpersonal and active listening skills.
  • Strong monitoring and project management skills to plan, organize, staff, and direct production while continuously assessing performance and taking corrective action.
  • Effective people management and instruction skills to include motivating, developing, coaching, directing, and identifying the best people for the job.
  • Strong public speaking and presentation skills.
  • Aptitude to be socially perceptive and attentive to other's reactions and why they respond as they do.
  • Skill to solve problems using inductive and deductive reasoning.
  • Strong critical thinking, complex problem-solving, appropriate judgment, and decision-making skills.
  • Aptitude to generate a fluency of ideas about a given topic.
  • Aptitude to sense and forecast problem areas.
  • Excellent oral and written communication skills, including strong presentation and negotiation skills.
  • Aptitude to be conversant about the company, its solutions, and product strengths, weaknesses, opportunities, and threats.
  • Solid knowledge in management of all aspects of sales support processes.
  • Excellent conflict resolution and team-building skills.
  • Strong organizational skills.
  • Aptitude to communicate and align people within the organization, gaining the cooperation of those who may be needed to influence the creation of teams and coalitions that understand the corporate vision and strategies, and accept their validity.

Desired Skills:

  • Technology-specific certifications are a plus.
  • PMP, ITIL v Foundation, Six Sigma, and any relevant technical certifications are a plus.

Education and Experience:

  • Bachelor's Degree in a relevant field such as Business Administration or Operations Management. Master's Degree is advantageous to this role.
  • + years' experience managing IT services customer relationships.
  • + years' experience with a Managed Service Provider managing customer-facing teams and working cross-functionally across an organization to drive improvement and increase customer satisfaction.
  • Ideal candidate has IT service delivery in a Managed Services organization experience along with a proven track record of delivering services cost-effectively.
  • Proven ability to manage at C-levels with customer accounts.
  • Thorough understanding of ITIL v Foundation Service Management.
  • Proficient with Microsoft Word, MS Excel, and MS PowerPoint.
  • Strong knowledge of an ITSM platform (ServiceNow, Remedy, etc.).
  • Strong rapport and relationship-building skills with both internal individuals and external customers. Must be an effective communicator in difficult customer situations.
  • Profound understanding of the technologies being managed by Presidio for the customer.
  • Solid understanding of how delivery provides the management services.

  • Engineering VP, Service Delivery Management

    4 days ago

    Richmond, Virginia, United States Presidio Full time

    Job Summary:We are seeking a seasoned Engineering VP to lead and transform our Service Delivery organization. This role demands a strategic thinker with a hands-on approach, capable of rebuilding and scaling the team to deliver exceptional experiences for Presidio Managed Services. The ideal candidate is a practitioner-turned-leader with a proven track...

  • Engineering VP, Service Delivery Management

    3 weeks ago

    Richmond, Virginia, United States Presidio Full time

    Job Summary:We are seeking a seasoned and accomplished Engineering VP to spearhead the transformation of our Service Delivery organization at Presidio. This role demands a visionary leader with a hands-on approach, capable of rebuilding and scaling the team to deliver an exceptional experience for our Managed Services customers. The ideal candidate is a...

  • Infrastructure Project Engineer

    4 weeks ago

    Richmond, Virginia, United States West Region Delivery Team Full time

    About the RoleWe are currently seeking skilled Project Engineers to join our West Region Delivery Team. This team is dedicated to delivering essential infrastructure projects, focusing on design, construction, maintenance, and facility management services for a range of water systems.Key ResponsibilitiesCollaborate with site management, self-performing...

  • Civil Engineer Project Manager Land Development Specialist

    4 days ago

    Richmond, Virginia, United States Bohler Engineering Full time

    About the RoleWe are seeking a highly skilled Project Manager to lead our land development projects in Richmond, VA. As a key member of our team, you will be responsible for steering the direction and scope of our clients' projects, mentoring and training your team, and empowering them to reach new levels of success.Key ResponsibilitiesLead and manage land...

  • Project Manager for Building Services Engineering

    2 weeks ago

    Richmond, Virginia, United States Stellar Ventures Full time

    About the RoleWe are seeking a highly skilled Project Manager for Building Services Engineering to join our team at Stellar Ventures.Key ResponsibilitiesStrategic Support: Provide strategic support and coaching to our national companies on building services concepts, including heating, ventilation, air conditioning, and electrical engineering.Project...

  • IT Service Delivery Manager

    1 day ago

    Richmond, Virginia, United States VTAL TECHNOLOGY SOLUTIONS LLC Full time

    Service Manager Job DescriptionWe are seeking a skilled Service Manager to join our team at VTAL TECHNOLOGY SOLUTIONS LLC. The successful candidate will be responsible for utilizing ITIL principles to gather requirements, identify customer demand, and develop services that leverage our existing expertise and infrastructure.Key Responsibilities:Develop and...

  • Senior Engineering Executive in Service Management

    3 weeks ago

    Richmond, Virginia, United States Presidio Full time

    Job Overview: We are looking for a proactive and seasoned Vice President of Engineering to spearhead and enhance our Service Delivery division. This position requires a strategic leader with practical experience, capable of restructuring and expanding the team to provide outstanding service for Presidio Managed Services. The ideal candidate will be a...

  • Senior Structural Engineer

    2 weeks ago

    Richmond, Virginia, United States AMT Engineering Full time

    About the RoleA. Morton Thomas and Associates, Inc. (AMT) is seeking a highly experienced Senior Structural Engineer to join our team in Richmond, VA or other office locations. As a key member of our structural engineering team, you will be responsible for leading the design and analysis of new and rehabilitation structures, including highway and pedestrian...

  • Engineering Manager

    47 minutes ago

    Richmond, Virginia, United States LVI Associates Full time

    Engineering Manager (Geotechnical)LVI Associates is seeking a seasoned Engineering Manager to lead our Geotechnical Engineering Group in Richmond, VA. As a key member of our team, you will be responsible for fostering client relationships, overseeing staff management, and providing expertise in civil and geotechnical engineering across various projects.Key...

  • Mechanical Engineer

    2 weeks ago

    Richmond, Virginia, United States Planate Management Group Full time

    About the RolePlanate Management Group is seeking a highly skilled Mechanical Engineer to join our team. As a Mechanical Engineer at Planate, you will be responsible for performing engineering duties in planning and designing tools, engines, machines, and other mechanically functioning equipment.Key ResponsibilitiesDesign and Implementation: Design and...

  • Senior Mechanical Engineer

    3 weeks ago

    Richmond, Virginia, United States Planate Management Group Full time

    About the RoleWe are seeking a highly skilled Mechanical Engineer to join our team at Planate Management Group. As a Mechanical Engineer, you will be responsible for performing engineering duties in planning and designing tools, engines, machines, and other mechanically functioning equipment.Key ResponsibilitiesDesign and Implementation: Design and implement...

  • Senior Structural Engineer

    9 hours ago

    Richmond, Virginia, United States AMT Engineering Full time

    Job Title: Senior Structural EngineerWe are seeking a highly skilled Senior Structural Engineer to join our team at AMT Engineering. As a Senior Structural Engineer, you will be responsible for leading the design and analysis of complex bridge structures, ensuring compliance with industry standards and regulations.Key Responsibilities:Lead the design and...

  • UPS Field Service Engineer

    3 weeks ago

    Richmond, Virginia, United States Clear Engineering Recruitment Full time

    Job SummaryWe are seeking a highly skilled Field Service Engineer to join our team at Clear Engineering Recruitment. As a Field Service Engineer, you will be responsible for commissioning, maintaining, and providing emergency support on power electronics at customers' sites within their respective regional coverage areas.Key ResponsibilitiesCommission,...

  • Mechanical Project Engineer

    4 weeks ago

    Richmond, Virginia, United States West Region Delivery Team Full time

    Position OverviewJoin our dynamic team as a Project Engineer, specializing in the mechanical aspects of major infrastructure projects. You will be part of a dedicated team focused on delivering essential services in the water sector.Key Responsibilities- Collaborate with site management, in-house teams, and subcontractors to execute intricate mechanical and...

  • Project Manager

    3 weeks ago

    Richmond, Virginia, United States Segars Engineering Full time

    Job Opportunity at Segars EngineeringWe are seeking a highly skilled and motivated Project Engineer to join our dynamic team.Key Responsibilities:Client Communication: Interact daily with clients to interpret their needs and requirements and work with them to complete projects.Project Coordination: Work across engineering disciplines, clients, and...

  • Building Services Engineering Project Manager

    5 days ago

    Richmond, Virginia, United States Stellar Ventures Full time

    About the RoleWe are seeking a highly skilled Project Manager for Building Services Engineering to join our team at Stellar Ventures.Key ResponsibilitiesSupport and coach our national companies on building services concepts, including heating, ventilation, air conditioning, and electrical engineering.Develop strategies and solutions for implementing project...

  • Senior Software Engineering Manager

    4 days ago

    Richmond, Virginia, United States Two95 International Inc. Full time

    Technical Program ManagerAt Two95 International Inc., we are seeking a highly skilled Technical Program Manager to lead our engineering efforts.Key Responsibilities:Manage and mentor software engineers to deliver high-quality solutions.Collaborate with cross-functional teams to drive technical strategy and innovation.Develop and maintain technical roadmaps,...

  • FedNow Manager, Quality Engineering

    4 days ago

    Richmond, Virginia, United States Federal Reserve System Full time

    Job Title: FedNow Manager, Quality EngineeringJoin the Federal Reserve System as a FedNow Manager, Quality Engineering, and play a critical role in shaping the future of payments in the United States.About the RoleWe are seeking a highly skilled and experienced quality engineering manager to lead our FedNow quality engineering team. As a FedNow Manager,...

  • Senior Land Development Engineer

    4 days ago

    Richmond, Virginia, United States Bohler Engineering Full time

    About the RoleWe are seeking a highly skilled Staff Engineer to join our team in Richmond, VA. As a Staff Engineer at Bohler, you will have the opportunity to work on challenging land development projects in a fast-paced environment.Key ResponsibilitiesCollaborate with team members to design site plans for top brand name clients across various...

  • Structural Engineering Specialist

    4 weeks ago

    Richmond, Virginia, United States Planate Management Group Full time

    Company Overview:Planate Management Group (PMG) is a Service-Disabled Veteran-Owned Small Business (SDVOSB) that provides comprehensive program management and facilities engineering services globally. Our expertise encompasses planning, design, infrastructure management, technical consulting, engineering, and construction management, primarily in support of...