HBR Consulting LLC

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VP, Client Services

VP, Client Services

Job ID 
2018-1123
# of Openings 
1
Posted Date 
3/23/2018
Practice Group 
IT Managed Services
Location 
Dayton, OH

More information about this job

Overview

The Vice President of Client Services will lead all aspects of Client Services for HBR IT Managed Services, directly overseeing the Service Delivery, User Support, and Transition Services organizations. This role is responsible for establishing and managing standards, processes, and procedures to ensure high levels of client satisfaction.  The VP, Client Services will coordinate all aspects of the client lifecycle, from initial onboarding to ongoing delivery to contract and support of all covered users for the duration of HBR’s relationship with a client.

Responsibilities

  • Oversees Service Delivery organization to drive continuous improvement of client-facing services and processes, managing cost and efficiency.
  • Oversees and manages client transition planning and onboarding services to IT managed services.
  • Oversees User Support department, help desk, level 1 and 2 support and client training.
  • Accountable to setting strategic direction for these teams in line with the overall strategy for HBR IT Managed Services.
  • Establishes metrics and measures against performance standards to meet client expectations and service goals of the organization.
  • Establishes operating models, processes and reporting artifacts to promote strong client relationships through technical reviews and onsite engagements.
  • Responsible for all aspects of client onboarding, delivery to contract and user support.
  • Works with Sales/Account Management to maintain high levels of client satisfaction and revenue growth/retention for existing clients.
  • Develop repeatable processes and templates for implementing complex IT Managed Services rollouts for law firms in target segments set by ITMS leadership, achieves Client onboarding in accordance with contractual commitments and rollout project plans.
  • Works closely with Technology Services on the delivery and ongoing operational support of NextGen solutions.

  • Ensure that Transition Services delivers all ITMS transitions from current state to Next Generation, on time and on budget. This includes overseeing technology infrastructure, user deployment and training execution functions to NextGen services. 
  • Participate in the budgeting and contracting process for all new clients. Support Business Operations and Procurement functions and contract development of new managed service clients.
  • Set expectations for new client engagements with client’s and ITMS’ senior leadership.
  • Perform SWOT analysis of the market and develop a strategic plan focused on innovative methods for delivering, measuring and improving service delivery as well as financial management and reporting, focused on cost, value, and ROI.
  • Oversee User Support group’s establishment of Support Center processes based upon ITIL principles of service management, support, and delivery. Develop mature practices, including metrics and reporting of critical KPIs, in the following areas:
    • Incident management and troubleshooting methodologies
    • Service Request management
    • Problem management
    • Knowledge management (Knowledge Base)
    • Change Management
  • Establish and enforce standards for workforce management, coaching, team building, and succession planning.
  • Manage client expectations with a focus on continuous improvement.
  • Additional duties as assigned.

Qualifications

  • Bachelor’s Degree in IT or related field, Master’s Degree in computer science, business or related discipline a plus.
  • 15+ years of experience in related field; 10+ of management experience in service delivery, project management, or related disciplines.
  • Proven experience in finding creative ways to execute in a fast-paced work environment with a track record of delivering results on time and on budget.
  • Excellent leadership, organizational, project management, communication and collaboration skills.
  • Delivering excellent customer service experiences with focus on attention to detail.
  • Develop productive and consultative working relationships across IT departments and leadership at client sites.
  • Ability to work on multiple projects at once, prioritize, work independently, and problem solve, working comfortably under pressure in a fast-paced environment.
  • Strong verbal and written communication skills.
  • ITIL certifications or equivalent experience.
  • Ability to travel up to 50% domestically.