Vice President of Services Delivery

Summary

Join Level Access as the Leader of Services Delivery, a key leadership role reporting to the Chief Customer Experience Officer. You will lead a global team delivering audit, compliance, and support services, focusing on driving both margin and customer experience. Responsibilities include managing service delivery, revenue generation, product leadership, team building, strategic planning, and fostering a culture of learning and development. You will partner with sales, customer success, and product teams to achieve company goals. This role requires extensive experience leading large, complex service organizations in web and mobile technology, a proven track record of revenue delivery, and strong leadership skills. The position offers a competitive benefits package, including bonus opportunities and unlimited vacation.

Requirements

• Prior experience in running a large/complex services organization with focus in web technology and mobile technology
• Prior experience in mission-driven organizations, with a commitment to advancing the organization's goals and a track record of aligning personal values with organizational impact
• Proven track record of delivering a mix of large and small projects to a wide variety of customers and having led a team delivering services with technical focus
• Track record of consistently delivering revenue numbers and goals while maintaining a focus on team development and growth
• 10+ years of work experience in enterprise software, SaaS and across customer-facing roles in Success, Renewals, Services & Tech Support with high P&L accountability
• 10+ years in running functional and technical teams in leadership, with at least 5 years managing Directors / Sr. Managers or higher
• Ability to work independently and in a strong team environment, and to deliver on detail as well as strategy. Proven collaborator and with the ability to work with all levels and departments within an organization
• Passion for recruiting

Responsibilities

• Lead the delivery of key services products focusing on audit and compliance services along with support services positioned on a retention basis
• Lead a global team of accessibility experts focused on delivering diagnostic, remediation and compliance solutions for digital assets
• Implement service delivery processes, support processes and technical skills and efficiency improvement methodologies that allow the current organization to scale
• Work with an offshore team that collaborates with the onshore team to provide the overall deliverables to the customer
• Partner with customer success and sales teams to grow the organization
• Serve as business owner for the audit and advisor revenue stream, partnering with the product team to enhance offerings and deliver high margins
• Operate an efficient and effective delivery model ensuring customers receive top-level services through direct and partner resources
• Refine and renew existing delivery methodology to meet growth targets and ensure effectiveness with the offshore model
• Drive and own internal and external certification programs maintaining excellence in service
• Develop and manage sophisticated capacity planning models to ensure timely anticipation and resourcing of engagements
• Manage costs to drive YoY efficiency and margin improvements while meeting customer expectations and SLAs
• Close new and recurring business with accounts of various sizes and durations of engagements
• Develop relationships with top customers and actively participate in project and business reviews with C-level executives
• Develop and ensure product offerings support customers in various stages of their lifecycle
• Drive renewal and expansion of ongoing engagements leading to long-term success and revenue
• Become an expert in the features, benefits and application of Level Access technologies and effectively develop, build, and sell corresponding services that meet customer needs
• Develop pricing and packaging options that help deepen customer trial, engagement and renewal of services
• Build a culture of learning and development resulting in the best collection of accessibility experts with the right mix of consulting and accessibility skills
• Develop appropriate career path and skills development plans and demonstrate to the team that the core mission of the company is well aligned with the operating model
• Drive programs and conferences enabling the team to share experiences and results in an environment of collective learning
• Develop long-term strategic and operating plans that will continue to transform Services into an integral part of the Success model
• Ensure the Services plan achieves company goals with continued achievement of the margin targets of the business
• Demonstrate a strong desire to stick to core values, coach the team on being accountable, drive positive contributions across the company, create an environment of open feedback and transparency resulting in the company developing new leaders for the long term
• Develop and communicate a services vision that motivates the department and gives clarity to the field
• Work with the CS and AM teams to ensure that the customer deliverables are of highest quality and consistency and participate in project reviews and customer escalations and take ownership of the quality of work
• Be an active participant with CS leadership in achieving the NPS and Customer Satisfaction goals
• Build relationships with key customers as exec sponsor where necessary and contribute towards the overall experience of the customer

Preferred Qualifications

• Strategic Thinker: Ability to translate details into bigger picture implications driving the business forward, challenging the status quo. Understands industry, market and organizational dynamics with the intellectual horsepower to handle growing complexity and ambiguity. Aligns the right resources to the task at hand; foresees and plans around obstacles
• Focus on Customer Success: Builds and maintains relationships with customers; shapes solutions that have significant positive impact on their business
• Builds Trust and Credibility: Makes decisions based on organization’s values - actions are consistent with company’s core values. Ability to set clear vision - role models a growth mindset and shares mistakes widely for others to benefit and embraces a learning mentality
• Lead & Adapt to Change: Thrives in a changing, dynamic environment and can drive operational efficiencies that map to changing needs. Relishes leading even when times are tough and models the attributes of a GREAT leader. Salesforce Great Leader characteristics include being Salesforce Smart, ability to Get it Done, Win as a Team, Motivate and Champion, and being a Courageous Communicator
• Talent Management: Has a passion for building great teams - proven ability to develop others who have significantly contributed to company success with a history of making good hiring decisions and developing a strong bench of successors. Champions talent beyond own organization
• Courageous Leader: As a courageous leader, one must be able to take an unpopular stand if necessary, for the betterment of our business. Must encourage a transparent and healthy debate while seeking the best alternative. This leader is looked to for direction in a crisis, faces adversity head on, and is energized by tough challenges

Benefits

• Competitive benefits package
• Bonus opportunities
• Unlimited vacation/FTO