Head of Cloud and Security Services

The Vice President, Managed Services Client Delivery is a senior leadership role, responsible for overseeing the end-to-end delivery of managed services contracts to strategic clients, ensuring client satisfaction, and managing a team of Managed Services Client Delivery Specialists. This role develops and maintains strong relationships with strategic clients, ensuring that service level agreements (SLAs) and key performance indicators (KPIs) are met or exceeded. The Vice President, Managed Services Client Delivery is responsible for ensuring client satisfaction, service delivery, and contract profitability for strategic client contracts.

Responsible for client satisfaction by ensuring that services are delivered according to agreed service definitions and Service Level Agreements and other contracts. Develops and executes a strategic vision for the managed services client delivery management function that aligns with the organization's overall goals and objectives. Fosters and maintains strong relationships with key strategic clients, ensuring their needs are met, and expectations are exceeded. Implements best practices, standards, and processes to ensure the consistent delivery of high-quality managed services to clients. Defines, monitors, and reports on key performance indicators (KPIs) to measure and improve service delivery efficiency and effectiveness. Serves as the voice of the client within the organization, advocating for their needs and ensuring client-centric decision making. Works closely with the Service Delivery Management and Vendor Management teams to identify methods or purchase and procurement, establishing evaluation criteria, evaluating alternative options and assisting with the decision to select the most appropriate vendor/supplier. Develops and manages an annual operational budget and works with the Commercial Team, ensures that monthly and pass through billing happens

Reviews all proposals delivered to the client and ensures that growth objectives within the account are in line with the company's overall growth objectives and serve the best interest of the client. Contributes to pre-sales processes by providing information, determining the effort required to deliver and generally providing advice on the most optimal way to approach the client or filter out what is not relevant to the client. Collaborates and engages with a variety of stakeholders, including the Business Review Boards and Steering Committees to ensure the delivery of services against the agreed Service Level Agreements Drives service delivery excellence by motivating the team members and inspiring outstanding performance against Service Level Agreements. Negotiates and resolves contractual issues, including failure to meet contractual obligations. Partners with the organization to attract the right talent and ensure that the team is staffed according to requirements and that all team members are fully utilized.

Required experience: • Substantial demonstrated experience in a managed services and/or support services environment. • Substantial demonstrated experience in managed services - service delivery and client management. • • Substantial demonstrated experience in service delivery alignment with contractual agreements and compliance requirements. • Substantial demonstrated experience in monitoring contract performance. • Substantial demonstrated experience in managing service delivery projects for clients. • Substantial demonstrated experience in monitoring and assessing client satisfaction regularly through feedback mechanisms. • Substantial demonstrated experience in managing and leading a service delivery team and/or related function. • Substantial demonstrated experience in managing and leading a service delivery team and/or related function

Academic Qualifications and Certifications: • Bachelor's degree or equivalent qualification in Information Technology or Business or related field. • Relevant ITIL certification preferred. • Relevant project management certification (for example, PMP) is preferred