V2X Service Delivery Director – Madison, MS/Colorado Springs, CO/McLean, VA/Remote – Madison, MS

V2X Service Delivery Director – Madison, MS/Colorado Springs, CO/McLean, VA/Remote

Apollo MedFlight

Madison, MS

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V2X Service Delivery Director – Madison, MS/Colorado Springs, CO/McLean, VA/Remote

Vertex Aerospace • n

Madison, Mississippi, United Statesn

Position Type:n Permanentn n

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Job Description:
V2X is looking for a dedicated Service Delivery Director (SDD) to be responsible for maintaining strong customer relationships and improving our services to maintain customer satisfaction. The SDD will oversee the development of a new Service Delivery Organization and is expected to bring a strong background in building teams. The SDD will interact with Senior Vice Presidents and brief the business on the overall IT health of the organizations. This position reports to Chief Information Officer (CIO).

Responsibilities:

  • Responsible for delivering exceptional service to V2X and establishing metrics to track and report on service-level-related performance. Consult and comply with leadership to direct the organization that delivers IT services
  • Execute continuous improvements with directives as it relates to corporate goals
  • Collaborate across the IT organization
  • Oversee the planning, coordination, and execution of internal initiatives that deliver on agreed objectives
  • Produces regular reports on service performance and achievement to stakeholder
  • Collaborating and/or directing the collaboration with engineering teams on monitoring and measuring the performance of the IT Service Delivery platform and processes, on troubleshooting and root cause
  • Allocating/adjusting resources and responsibilities across the team to ensure a seamless end-user experience, and to ensure SLAs are met or exceeded
  • This position is accountable for Service Delivery processes to include Incident, Change, Request, and Escalation processes, and subsequent workflow
  • Maintain a positive relationship with customers
  • Partner with the business units to ensure all business requirements are met
  • Develops a culture of continuous improvement and an environment that fosters staff growth and development
  • Works with the business, and service providers to define the proper metrics and KPIs in evaluating service delivery quality and performance levels
  • Research, recommend, and implement strategies and initiatives that will improve operational efficiency
  • Actively participates in the coordination and management of the change management process
  • Collaborate with the IT Governance and IT Software Engineering organizations on enhancements and projects and provide support from a Service Management and Service Delivery perspective
  • Cultivates, disseminates, and enforces functional policies and procedures
  • Responsible for the development, management, and mentoring of employees within the team
  • Manages the product backlog to identify bundling and resolution opportunities, and identification and analysis of procedures, and problems to automate processing or to improve existing computer systems
  • Performs other duties as assigned
  • Adheres to and promotes compliance with company build, configuration management, and data security policies/procedures, both individually and for developers and other IT personnel with whom he/she interacts
  • Participates as a stakeholder during system outages and works with leadership on communication
  • Establish and maintain vendor relationships and contracts as it relates to service delivery

Job Requirements:
Qualifications:

  • Bachelor's degree from an accredited university with a degree preferred in Computer Science or Information Technology Systems
  • V2X is looking for a customer-obsessed proven leader with at least 16+ years of experience in a services-based industry or SaaS organization, with 5+ years in a leadership role influencing customer experience management
  • Experience leading consumer-facing programs that focus on delivering measurable business outcomes and value in a new organization
  • Organizationally savvy, with good interpersonal effectiveness, influence, and ability to get things done through both formal and informal means across organizational boundaries
  • Must exhibit strong people leader with the proven ability to inspire an organization to deliver high-class customer experience to the V2X organization
  • Must possess demonstrated experience in developing clear compelling business cases that support prioritization of work across multiple lines of business
  • Ensures alignment to the enterprise service management processes for Change Management, Incident Management, Problem Management, and Service Request Fulfillment processes, ensuring appropriate governance procedures are in place, communicated, and proactively managed
  • Provides oversight and management for the Change Management processes for IT globally, including alignment to the Enterprise Level Change Approval Board
  • Experience working with Information Technology Infrastructure Library (ITIL) methodology
  • Ensure appropriate measures are in place for global monitoring of compliance with technology standards including progress and activities
  • Leading the service delivery team, managing conflict, and ensuring the team's processes and tasks are carried out efficiently
  • Determine ways to reduce costs while maintaining an elevated level of customer satisfaction
  • Talent steward with a proven history of hiring, managing and developing high-performing teams
  • Create, manage, and report on the overall service level of the company for IT services to the customers of V2X
  • Ability to obtain a Secret Clearance

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