AVP of Professional Services- ITSM/SPM

*Must be SDD level or above to apply*    *Please attach resume and cover letter*   

As an Associate Vice President (AVP) of Professional Services with GlideFast Consulting, you will be responsible for supporting the delivery of customer service at the highest level of customer satisfaction. The AVP will lead one of the Service Delivery Pods (SDP) which will be composed of Service Delivery Directors (SDD), Service Delivery Managers (SDM), Architects, and Technical Consultants. 

The successful AVP will achieve and exceed company and service delivery goals through successful customer engagements, growth in our service delivery capability and capacity, achievement of SDP’s goals of utilization and operating margins, and development of the SDP’s team members.  The AVP will support the growth of the SDP team members through developing and retaining talent with a focus on technical proficiency, customer service, and consulting skills.  Additionally, The AVP will lead the development of the SDP’s specific ServiceNow product area, and will also lead initiatives to enhance support of current and future associated applications in that product area. 

Finally, the AVP will work with the GlideFast leadership team to achieve business success and continue to grow the reputation of GlideFast as the “Best in Class” ServiceNow partner.  The AVP will directly engage with the senior management of critical customers to ensure alignment to the goals and objectives of the associated projects and to build relationships to further increase our professional services business. 

PRIMARY RESPONSIBILITIES: 

* Lead an SDP team – measure performance, Certifications, coach, mentor, address performance issues, manage hiring and terminations * Monitor team’s resource plans and utilization to a consistent 85% utilization rate driving team to balanced financial performance * Achieve consistent 40% operating margin of team (average per year) * Work across AVP community to manage, advise, and/or contribute to cross-GlideFast Delivery efforts * Stretch team’s performance to maintain high degrees of morale, while retaining talent * Identify hiring needs- work with Talent Acquisition on interviewing and hiring of new SDP team members *  Drive initiatives to improve current processes and tools to enhance service delivery and management support  * Develop strategies and implementation plans to optimize and enhance all aspects of service delivery, specifically with aligned product areas  * Collaborate with leadership to continuously achieve key business goals and enhance GlideFast reputation as the “Best in Class” ServiceNow partner * Support the growth of team members’ technical, professional, and consulting skills to ensure consistent delivery of successful services * Provide guidance and oversight of the employee career guidance and review process * Monitor the organization’s resource plans and utilization to maximize billable utilization while ensuring employee retention  *  Align with key customers to ensure effective delivery of services aligned to customers’ expected  * Contribute to the revenue growth of GlideFast by partnering (as needed) with ServiceNow, GlideFast Sales & Solutioning * Support full life cycle of customer service engagements: 

* Establish executive level relationships with key customers * Support pre-sales and sales strategic opportunities  * Monitor and support delivery projects inclusive of management escalations  * Ensure that project teams meet and exceed customer expectations

* Ensure that team members attain and retain required certifications  * Provide leadership for the GlideFast technical teams with guidance on improved delivery methodology and enhanced implementation strategies  * Interpret and report on metrics related to team performance and success and initiate action to resolve issues * Be a leader in the aligned product Center of Excellence to improve content and knowledge across the company * AVP will be held accountable to: 

* Team utilization and operating margin * Employee engagement and retention  * Customer success as measured by customer surveys and sales growth 

REQUIRED SKILLS/EXPERIENCE: 

* 6+ months Service Delivery Director experience with GlideFast * 3+ years leadership experience with large teams in a service delivery organization  * Customer service skills for dealing with top tier clients: 

* Executive communications  * Excellent business acumen * Managing conflicts  * Developing win/win outcomes 

* Proven ServiceNow platform experience * Strong peering skills:  Proven experience in working relationships across teams * Innovator and proactive with strong motivational skills * Driven to achieve performance and financial results * Demonstrate competency for strategic planning and business development * Experience with managing professional services business through data analysis and monitoring of operational metrics * Outstanding organizational and leadership abilities related to customer support, talent management, and the business of professional services  * Proven ability to motivate teams to drive and deliver the best possible services for our clients * Aptitude in decision-making and problem-solving * Excellent communication skills for both internal and customer communications