Full-Time VP Service Delivery Telecom

Lead AireSpring's highly acclaimed Service Delivery team.

Integral to inter-company and intra-company strategic initiatives and process improvement activities.

Responsible for overseeing all aspects of Service Delivery operational activities, process optimization, resource management, and team coordination.

Goal: enhance customer and partner satisfaction, team efficiency, productivity, and profitability.

1. Process Optimization: Identify inefficiencies and streamline workflows for customer onboarding and life cycle experience.
2. Resource Management: Efficiently allocate resources to meet operational requirements while maintaining cost-efficiency.
3. Team Coordination: Ensure seamless collaboration and communication with different departments.
4. Performance Monitoring: Implement KPIs to monitor operational processes and teams, providing regular reports.
5. Quality Assurance: Maintain quality assurance standards, meeting regulatory requirements, and improving NPS.
6. Partner and Customer Experience: Own the life cycle of partner and customer experience for specified operations.
7. Vendor Management: Oversee relationships with external vendors and suppliers.
8. Technology Integration: Evaluate and implement technological solutions to enhance efficiency.
9. Continuous Improvement: Drive a culture of continuous improvement within the organization.
10. Operational Leadership: Ensure ongoing service operations for launching support structure (domestic and global).
11. Leadership: External representation of Customer Lifecycle Day 1 and leadership for organizational teams (Project Management, Managed Services Engineering, Provisioning, and Hosted Voice).

Key Performance Indicators: Installed Revenue, Customer and Partner Satisfaction, Cycle times, provisioning and service delivery workflow, technology transformation impacting automation, chat, RPA, and AI.

Required Skills: Fluent in order submission, provisioning, changes, and escalation management; Familiarity with provisioning and support processes for Managed Network Services, Advanced Voice Services, Managed Security Services, SDWAN, Managed Connectivity, and various Customer Premise Equipment.

Required Experience: Senior management or executive experience at a managed services provider, major telecommunications carrier, or similar organization; Experience managing globally distributed teams; Proven track record of data-driven SLAs and process improvement; Bachelor's degree in Business Administration or Operations Management (Master's preferred).

Additional Skills: Analytical and problem-solving skills; Communication and interpersonal skills; Leadership abilities; Project management skills; Knowledge of relevant regulatory requirements; Adaptability to a fast-paced environment; Strong attention to detail and organizational skills.

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