VP of Service Delivery

4 dni temu

Poznań, Greater Poland AppUnite LLC Pełny etat
See you @ our Heads Team

We have identified an opportunity to strengthen our service delivery leadership and decided to create a new role to drive service excellence. This role is critical in ensuring that we maintain our commitment to business outcomes rather than feature delivery while aligning with our core values of ownership, pragmatism, and velocity.

With the VP of Service Delivery, you will play a pivotal role in shaping and executing the company's service strategy. Your mission will be to ensure operational excellence, high customer satisfaction, and financial efficiency while driving a seamless service experience for clients. This position requires a strategic mindset, strong leadership skills, and a deep understanding of service operations.

Our main approach is to build teams around business or product problems and measure progress with business or product metrics. We measure success by outcomes for our clients, not project hours, unlike many software houses.

If you would like to deep-dive in our approach or mission check our page dedicated to this position.

Key Responsibilities

  • Strategy Development and Implementation: The VP of Service Delivery is responsible for creating and implementing a comprehensive service delivery strategy that aligns with the company's overall business objectives. This includes defining service standards, metrics, and goals to ensure high-quality service delivery.

  • Operational Excellence: They oversee the operational aspects of service delivery, ensuring that processes are efficient and effective. This includes managing IT services, customer support, and sales operations.

  • Leadership and Team Management: They lead and manage teams responsible for service delivery, focusing on coaching, recruiting, and developing team members to achieve service goals.

  • Customer Satisfaction and Retention: The VP ensures that services meet or exceed client expectations, contributing to customer satisfaction and retention. They develop customer service policies and work to improve customer satisfaction levels.

  • Financial Management: The VP manages budgets and ensures that service delivery operations are profitable. They monitor financial performance and make strategic decisions to optimize profitability.

  • Communication and Collaboration: They maintain strong relationships with stakeholders, including customers, business partners, and internal teams, to ensure seamless service delivery and resolve any issues promptly.

You are the ideal fit for our offer if you have:

  • 6+ years of experience in management, leading, and motivating teams providing services to clients.

  • 3+ years of experience working directly with C-level executives and leading other team leaders.

  • Experience in client-facing roles, including direct collaboration with C-level executives and other high-ranking stakeholders within client organizations.

  • Experience in developing and managing departmental budgets.

  • Experience or exposure to digital product development, with an understanding of how products are built, financed, or bootstrapped.

  • Ability to relate to both founder and development perspectives, recognizing the challenges and trade-offs in product growth and execution.

  • Ability to anticipate market trends and proactively adapt strategies to seize new opportunities and mitigate risks.

  • Experience in shaping company strategy.

  • Experience in leading teams without direct involvement in their day-to-day operations, focusing on strategic guidance and leadership.

  • Experience in joining teams as an external leader, with a proven track record of creating a PULL effect—inspiring engagement, trust, and voluntary alignment with strategic goals.

Proven Track Record

  • Demonstrated history of measurable successes in previous roles, with the ability to share specific achievements.

  • Proven track record of identifying and nurturing future leaders, fostering long-term team development.

  • Proven track record of introducing company-wide changes that not only create impact but also sustain long-term success.

  • Proven experience managing portfolio finances, including working within budget constraints and achieving financial goals across an entire portfolio.

Our recruitment process is 4 steps long:

  1. Intro Interview with our Recruitment Team (approx. 60 minutes)

    • Willingness to provide references (short call) from a direct report whom you have supported in leading their team.

    • Ability to provide written references from a direct manager.

  2. Video Interview with one of Heads - culture assessment (approx. 60 minutes)

  3. Video interview with one of Heads - cross verification in a team (approx. 60 minutes)

  4. Workshops together - Onsite Collaboration & Final Validation with our Heads (1 day)

We'll let you know in advance if additional steps are needed. Then we make our decision and, hopefully, say, "Welcome on board"

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