Vice President - Operations - IT

Responsibilities:

Strategic Leadership & Planning:

- Develop and implement the overall operational strategy in alignment with the company's business objectives.

- Identify opportunities for process improvement, automation, and innovation to enhance service delivery and operational efficiency.

- Contribute to developing the company's long-term strategic plans and provide operational insights.

- Monitor industry trends and best practices in IT service delivery and operations.

Service Delivery Management:

- Oversee all aspects of service delivery, ensuring adherence to SLAs, quality standards, and client expectations.

- Develop and implement robust service delivery frameworks, methodologies, and tools.

- Establish and monitor key performance indicators (KPIs) to track operational performance and identify areas for improvement.

- Ensure effective resource allocation and capacity planning to meet client demands.

- Manage and mitigate operational risks and issues proactively.

Client Relationship Management:

- Foster strong relationships with key clients, ensuring their operational needs are met and exceeded.

- Act as a point of escalation for critical client operational issues and ensure timely resolution.

- Collaborate with the Sales and Account Management teams to ensure seamless service onboarding and ongoing client satisfaction.

- Gather client feedback to identify areas for service improvement and innovation.

Team Leadership & Development:

- Provide strong leadership, mentorship, and guidance to the operations teams, fostering a high-performance culture.

- Build, develop, and retain a talented and engaged operations team.

- Establish clear roles, responsibilities, and performance expectations for team members.

- Promote continuous learning and professional development within the operations organization.

Financial Management & Budgeting:

- Develop and manage the operational budget, ensuring cost-effectiveness and efficient resource utilization.

- Monitor operational expenses and identify opportunities for cost optimization.

- Contribute to the financial planning and forecasting processes.

Quality Assurance & Compliance:

- Establish and maintain quality assurance processes and standards to ensure high-quality service delivery.

- Ensure compliance with relevant industry regulations and standards (e.g., ISO, SOC).

- Implement and monitor internal controls to safeguard company assets and data.

Technology & Tools:

- Evaluate and implement technology solutions and tools to optimize operational processes and enhance service delivery.

- Ensure the effective utilization of relevant IT service management (ITSM) platforms and other operational systems.

Cross-Functional Collaboration:

- Collaborate effectively with other departments, including Sales, Marketing, Finance, and Human Resources, to achieve company goals.

- Ensure seamless communication and coordination across different teams.

Qualifications:

- Bachelor's degree in Computer Science, Engineering, Business Administration, or a related field. A Master's degree is preferred.

- Minimum of 10-15 years of progressive leadership experience in operations within the IT services industry.

- Proven track record of successfully leading and scaling operations in a dynamic and growth-oriented environment.

- Deep understanding of IT service management frameworks (e.g., ITIL).

- Strong financial acumen and experience in budget management.

- Excellent leadership, communication, interpersonal, and negotiation skills.

- Demonstrated ability to build and motivate high-performing teams.

- Strong problem-solving and decision-making abilities.

- Experience with process improvement methodologies (e.g., Lean, Six Sigma) is a plus.

- Familiarity with various IT technologies and service delivery models.