New Era Technology

VP – Resolution Services

New Era Technology

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $165,000 - $180,000 per year

Job Level

Lead

About the role

  • Provide support in shaping and carrying out the long-term vision and strategy for IT Resolution Support Services.
  • Collaborate with executive leadership and Managing Directors to set measurable outcomes, key performance indicators, and success benchmarks for the practice.
  • Lead transformation initiatives that modernize service delivery, including the integration of automation, artificial intelligence, and scalable operating models.
  • Monitor technology trends, customer requirements, and competitive opportunities to drive continuous evolution of the services portfolio.
  • Manage comprehensive service delivery across Customer Service and Resolution Center functions, ensuring consistent and high-quality execution.
  • Establish and uphold enterprise-wide service standards, KPIs, and reporting frameworks to promote accountability and transparency.
  • Ensure fulfillment of service level agreements, contractual requirements, customer satisfaction metrics (CSAT/NPS), and financial performance objectives.
  • Spearhead capacity planning and workforce strategy to optimize resource allocation and support organizational growth.
  • Implement scalable processes, tools, and governance models to guarantee consistent service delivery across all client segments.
  • Work closely with Sales, PreSales, PostSales, and Customer Success leadership to ensure alignment on forecasting, onboarding, and lifecycle service delivery.
  • Support revenue growth by aligning with Managed Solutions, ensuring that services are delivered efficiently and profitably.
  • Collaborate on designing solutions, pricing strategies, and service packaging to enhance competitiveness and customer value.
  • Build, lead, and inspire a high-performing leadership team, fostering a culture of accountability, innovation, and ongoing improvement.
  • Design and refine the organizational structure to support scalability, efficiency, and future expansion.
  • Strengthen leadership capabilities through coaching, mentorship, and succession planning.
  • Promote employee engagement, team morale, and a performance-driven culture throughout the organization.
  • Develop and maintain best-in-class service management processes, documentation standards, and operational procedures.
  • Encourage the adoption of advanced reporting, analytics, and business intelligence tools to facilitate data-driven decision-making.
  • Identify operational risks and implement proactive measures to mitigate them.
  • Establish strong change management frameworks to support organizational agility and continuous evolution.

Requirements

  • Bachelor’s degree required; advanced degree (MBA or related field) strongly preferred, or equivalent combination of education and executive leadership experience.
  • 12–15+ years of progressive leadership experience within managed services, IT services, or related environments, with at least 7+ years leading leaders in multi-tiered service delivery organizations.
  • Proven executive-level experience within a Senior Managed Services Provider (SMSP) or similar recurring revenue model, with accountability for service delivery at scale.
  • Demonstrated success owning or significantly influencing service delivery financials, including utilization, cost management, and gross margin performance.
  • Deep expertise in ITIL frameworks and modern service management practices, with a track record of driving operational excellence, standardization, and continuous improvement.
  • Proven ability to build, scale, and lead high-performing, multi-site and/or global teams, including developing leadership bench strength and succession planning.
  • Strong experience aligning cross-functional teams (Sales, PreSales, Customer Success, and Delivery) to enable growth, seamless onboarding, and long-term customer success.
  • Demonstrated success in establishing, operationalizing, and evolving KPI frameworks, including SLA performance, customer experience metrics (CSAT/NPS), and operational dashboards.
  • Experience leading large-scale transformation initiatives, including automation, tooling optimization (PSA/RMM), and service delivery model maturity.
  • Exceptional strategic thinking and execution skills, with the ability to manage multiple priorities while driving measurable business outcomes.
  • Executive-level communication and stakeholder management skills, with experience engaging senior leadership, clients, and key stakeholders.
  • High degree of business acumen, professionalism, and ability to manage sensitive and confidential information.
  • Strong sense of urgency, accountability, and results orientation, with a focus on driving continuous improvement and operational rigor.
  • Experience leading change management initiatives across complex, distributed organizations.
Benefits
  • Full Benefits
  • Medical
  • Dental
  • Vision
  • 401K match
  • 7 company holidays + generous PTO
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
ITIL frameworksservice management practicesautomationtooling optimizationKPI frameworksservice delivery model maturityfinancial performance managementoperational dashboardscapacity planningresource allocation
Soft Skills
strategic thinkingexecutive-level communicationstakeholder managementleadership developmentcoachingmentorshipemployee engagementperformance-driven cultureaccountabilityinnovation
Certifications
Bachelor's degreeMBA or related field