The VP of Field Service Delivery will be responsible for leading and managing all aspects of our field service delivery team, which includes the field technician teams and account management teams. The role will report directly to the Chief Service Delivery Officer and will oversee the teams that provide onsite support and customer management. The VP of Field Service Delivery ensures efficient service delivery, manages budgets, improves customer satisfaction and implements best practices. This role will involve collaborating with executives, associates and various stakeholders to align field operations with overall business objectives.

QUALIFICATIONS:

• 10+ years of experience in managing field service delivery and customer management, with a proven track record of improvement in budget, customer satisfaction and key performance indicators
• Experienced P&L management with revenue that exceeds $100M annually.
• Strong analytics and problem-solving skills to identify root causes and develop effective solutions
• Proven results in data driven management that focuses on KPIs and customer satisfaction improvement
• Excellent written and verbal communication skills to effectively communicate with all levels of the organization
• Bachelor’s degree level of education or significant leadership experience in reactive field service delivery to Banking and Retail customers

PHYSICAL REQUIREMENTS:

• Vision correctable to 20/ 20
• Finger dexterity for keyboarding and computer usage
• Ability to sit and stay focused for long periods of time

• Strategic Leadership: Developing and implementing field service strategies to improve quality, efficiency and customer satisfaction.
• Operational Management: Overseeing daily field service delivery operations, including scheduling, resource allocation, and performance management.
• Budget Management: Managing and optimizing budgets for field service delivery, ensuring cost effectiveness and financial target are met.
• Customer Satisfaction: Ensuring high levels of customer satisfaction through effective service delivery, timely issue resolution and proactive customer communication.
• Team Leadership: Leading and developing a team of regional managers, field service professional and customer account managers by fostering a culture of teamwork and continuous improvement.
• Process Improvement: Identifying and implementing process improvements to enhance efficiency, reduce costs and improve service quality.
• Risk Management: Developing and implementing risk management strategies and contingency plans for field service delivery.