VP, Resolution Services

📋 Description

• • The VP, Resolution Services leads New Era Technology’s Midmarket Resolution Support Services teams, overseeing service delivery across Customer Service and Resolution Center functions to ensure high customer satisfaction, meet service-level commitments, and drive performance through effective communication, capacity management, and team leadership.
• • Day to day, the role involves providing strategic leadership in shaping long-term vision and strategy for IT Resolution Support Services, managing comprehensive service delivery, establishing enterprise-wide service standards and KPIs, ensuring SLA fulfillment and CSAT/NPS targets, spearheading capacity planning and workforce strategy, implementing scalable processes and tools, collaborating with Sales, PreSales, PostSales, and Customer Success leadership on forecasting and onboarding, serving as an executive escalation point for key clients, building and leading a high-performing leadership team, designing organizational structure for scalability, strengthening leadership through coaching and succession planning, promoting employee engagement and performance-driven culture, developing best-in-class service management processes, encouraging adoption of analytics and BI tools for data-driven decisions, leading continuous improvement initiatives, safeguarding service enablement tools, identifying and mitigating operational risks, ensuring compliance with policies and standards, establishing change management frameworks, nurturing executive-level customer relationships, leading standardized customer reporting, launching initiatives to improve satisfaction and retention, and contributing to broader organizational strategy as a key member of the leadership team.
• • New Era Technology is a global team of over 3,000 professionals committed to putting people first, embracing continuous learning, and thriving through collaboration and inclusion. The company’s mission is to securely connect people, places, and information with end-to-end technology solutions at scale, offering a team-oriented culture that prioritizes personal and professional development, access to industry-certified experts, continuous training, and competitive benefits.
• • In this role, the person can learn and achieve executive-level leadership in a growing managed services provider, drive transformation through automation and AI integration, build and scale high-performing global teams, influence service delivery financials including utilization and gross margin, establish evolving KPI frameworks, lead large-scale transformation initiatives, engage with senior leadership and key stakeholders, and contribute to organizational strategy while fostering a culture of accountability, innovation, inclusion, and operational excellence.