Vice President Managed Services

Position Summary:

VP, of Managed Services plays a pivotal role in driving customer success, revenue growth, and operational excellence within the managed services division of QuartzBio You will be responsible for designing, implementing, and managing comprehensive managed service offerings that enhance our clients' experience, ensure system reliability, and drive customer success. You will lead a team of skilled professionals, set strategic objectives, and collaborate across departments to deliver exceptional service and support.

Essential functions of the job include but are not limited to: 

Leadership and Strategy:

• Develop and execute a comprehensive managed services strategy that outlines the scope of services, service level agreements (SLAs), and key performance indicators (KPIs)
• Define the scope and offerings of managed services, including support, monitoring, and customer success programs.
• Lead, mentor, and inspire a team of managed services professionals to deliver exceptional customer service.
• Establish clear goals, performance metrics, and KPIs to measure the success of the managed services division.

Service Design and Delivery:

• Develop and articulate a clear vision and strategy for product delivery that aligns with the company's goals and objectives.
• Develop, implement, and continuously improve the processes, standards, and technology used for product delivery, including proof-of-concept deployments, enterprise deployments, and maintenance services.
• Oversee the delivery of managed services to customers, ensuring high-quality and consistent service levels.
• Ensure service quality and reliability, adhering to standard operating procedures and industry best practices.
• Collaborate with cross-functional teams to design, develop, and implement service improvements.
• Serve as a point of escalation for internal and external stakeholders.
• Ensure proactive risk management and opportunity/threat management.

 Market and Customer Insights:

• Develop and nurture relationships with key stakeholders, including customers and peers.
• Conduct regular client meetings to assess their needs, address concerns, and identify opportunities for service enhancements.
• Stay attuned to market trends, customer needs, and industry shifts.
• Collect and analyze customer feedback, usage data, and market research to inform and continuously improve product delivery.

Team Leadership:

• Build and lead a high-performing product management team fostering a culture of collaboration, innovation, and accountability.
• Manage delivery teams for project management, QuartzBio’s virtual Sample Inventory Management (vSIM) product, and QuartzBio’s enterprise Biomarker Data Management (eBDM) product.
• Provide guidance, mentorship, and support to ensure the team's success in delivering exceptional products.
• Set clear goals, provide guidance, and ensure the team's success in delivering high-quality products on time.
• Promote a culture of continuous learning and growth within the team.

Budget Management:

• Develop and manage the budget for the managed services division, ensuring cost efficiency and profitability.
• Monitor expenses and ensure cost-effectiveness in service delivery.

Compliance and Security:

• Ensure that all managed services offerings adhere to relevant compliance standards and regulations (e.g., GDPR (General Data Protection Regulation), HIPAA (Health Insurance Portability and Accountability)) by implementing and maintaining necessary processes and controls.
• Lead the development and implementation of security measures to safeguard client data and systems, staying current with industry best practices.

 Data-Driven Decision Making:

• Generate regular reports on service performance, client satisfaction, and key metrics.
• Provide insights and recommendations for continuous improvement.
• Establish key performance indicators (KPIs) and metrics to measure product success and guide decision-making.
• Monitor performance, user engagement, and key metrics to measure the success of initiatives.

Qualifications:

• Bachelor's degree in a related field; MBA or advanced degree preferred.
• 15 years of experience in managed services with 8 years of experience in a leadership role.
• Experience working in a high-growth startup or scaling division within a larger organization. Strong understanding of SaaS solutions, cloud technologies, and IT service management.
• Exceptional leadership and team management skills, with a passion for mentoring and developing talent.
• Excellent communication skills, with the ability to present complex ideas clearly and persuasively.
• Exceptional thinking and problem-solving skills, with the ability to synthesize complex information into actionable insights.
• Strong analytical mindset with the ability to leverage data to drive product decisions.
• Experience working in a high-growth startup or scaling division within a larger organization.
• Demonstrated ability to develop and implement successful service strategies.
• Knowledge of industry regulations and security standards.

Leadership Expectations:

• Develop and articulate a compelling and clear vision for the organization. Demonstrate the ability to effectively communicate this vision to teams and stakeholders, fostering alignment and enthusiasm.
• Think strategically to formulate plans and initiatives that contribute to the organization's objectives. These plans should be in harmony with the company's overarching strategy, ensuring a unified direction.
• Excel in attracting, nurturing, and retaining top-tier talent across diverse teams or functions. Cultivate an environment of continuous learning and growth, actively identifying skill gaps and providing avenues for professional development.
• Proficiently lead change efforts by skillfully managing the effects of change on both teams and individuals. Engage stakeholders throughout the change process, ensuring smooth transitions and minimizing disruptions.
• Demonstrate exceptional communication skills when interacting with teams, stakeholders, and fellow leaders. Provide precise direction, constructive feedback, and transparent performance expectations to enhance understanding and collaboration.
• Exhibit a high level of emotional intelligence, encompassing self-awareness, self-regulation, empathy, and strong interpersonal skills. Utilize these qualities to lead and interact with others in a way that fosters positive relationships.
• Cultivate and sustain robust relationships with teams, stakeholders, and fellow leaders. Foster an environment of collaboration, innovation, and teamwork, enabling the collective pursuit of organizational success.
• Possess a commanding executive presence that radiates confidence, credibility, and authority. Inspire trust and assurance within teams and stakeholders, embodying the qualities of a dependable leader.
• Navigate complex decisions that align with organizational objectives. Elicit input from diverse stakeholders, effectively weighing competing priorities to arrive at well-informed decisions.
• Set elevated standards for personal and team performance, continuously driving toward goals. Hold individuals and teams accountable for their outcomes, while also demonstrating the flexibility to adjust strategies for optimal results.
• Display a results-oriented approach by monitoring progress toward objectives. Modify strategies as necessary to ensure achievement of desired outcomes, highlighting adaptability and commitment to success.