Vice President, Enterprise Solutions Delivery

6 days ago

Oakville, Ontario, Canada Softchoice Full time
About the Role

Softchoice is seeking a seasoned leader to oversee the delivery of professional services to clients across our portfolio of cloud, workplace, and security solutions. As the Vice President, Asset Management Technology, you will play a pivotal role in driving operational and financial excellence, while focusing on high-quality and positive customer experiences.

Key Responsibilities
  • Leadership and Team Management:
    • Build and lead high-performing teams, including project managers, consultants, and technical experts who deliver mission-critical project outcomes for our customers.
    • Identify and nurture talent within the organization, providing mentorship and training to enhance skills and capabilities in all facets of professional services project delivery and relevant technologies.
    • Build a strong succession pipeline for the professional services business.
    • Communicate PS KPIs and strategic initiatives with other Softchoice cross-functional leaders to reach consensus, promote partnership and support the Professional Services team.
  • Services Delivery Excellence:
    • Oversee all aspects of service delivery for our customers, ensuring all projects are completed on-time, on-budget, with high quality and a positive customer experience.
    • Establish robust program and project management processes, governance structures, and performance metrics to monitor project progress and mitigate risks throughout execution.
    • Cultivate strong, long-lasting relationships with clients, developing a deep understanding of customer needs by acting as executive sponsor on select critical professional services engagements.
    • Build and manage strategic service delivery partnerships to supplement Softchoice in-house capabilities and improve our ability to serve the diverse needs of our customers.
    • Monitor client experience KPIs including responsiveness and overall project satisfaction through feedback mechanisms and implement improvements based on feedback.
  • Strategic Planning and Business Growth:
    • Collaborate with executive leadership to develop and execute the company's professional services strategy and contribute to Softchoice's overall strategy.
    • Identify opportunities to expand service offerings, enter new markets, or enhance existing services to meet changing client needs in cloud, workplace and security.
    • Partner with Sales, Pre-Sales and Demand Generation/Partner Alliance teams to identify new project opportunities that grow the Professional Services and the overall Softchoice Services business.
    • Analyze KPIs, financial data, and customer feedback to identify areas for improvement and implement corrective actions to optimize project outcomes.
  • Operational Excellence and Innovation:
    • Continuously improve operational processes to enhance efficiency, reduce costs, and increase overall service quality.
    • Ensure effective resource management and utilization of professional services resources including forecasting, hiring and deployment of teams.
    • Challenge the status quo to find new ways of engaging with our customers from first contact through project completion, that make us the easiest and best PS organization to work with in our industry.
    • Partner with product management teams to successfully bring services to market through a structured service development process for new services and continuous improvement process for existing solutions.
    • Work with other Services teams and our internal IT partners to deploy AI-centric processes that transform how we serve customers.
    • Strong business acumen and financial rigor as demonstrated by consistent ability to meet headcount and operating budget for professional services, ensuring financial goals are met.
    • Monitor financial performance and implement strategies to improve profitability in the PS business and Softchoice overall.
    Requirements
    • Bachelor's degree in computer science, engineering, information technology, business administration, or related field.
    • Minimum of 10 years of experience in IT professional services delivery, with at least 5 years in a leadership role.
    • Proven track record of managing large teams and complex projects, particularly in cloud, workplace and security solutions across Enterprise, Commercial, Public Sector and SMB market segments.
    • Extensive knowledge of project management methodologies, tools, and best practices including Agile and Waterfall.
    • Excellent client relationship management and communication skills especially in a service delivery leadership capacity.
    • Deep understanding of cloud technologies and solutions (Azure, AWS, and Google Cloud), Microsoft workplace solutions (M365, Teams, SharePoint), and Security solutions (Microsoft, Cisco, Palo Alto, MDR/XDR).
    • Ability to work collaboratively with executive leadership and cross-functional teams in a matrix organization, balancing line of business and company priorities to maximize success.
    • PMP, Six-Sigma and relevant technical certifications an asset.
    What We Offer
    • Hybrid and remote working opportunities.
    • Recognition as a Best Workplace for Women, Best Workplace for Inclusion, Best Workplace for Giving Back and Best Place to Work for LGBTQ+ Equality.
    • Equal opportunity employer committed to diversity, inclusion & belonging.

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