OverviewThe Vice President, Professional Services leads BlueIrisIQ's service delivery organization across Professional Services, Custom Development, Help Desk, and Managed Services. This role is accountable for delivery performance, customer satisfaction, team effectiveness, scalable service operations, and the financial performance of the assigned P&L. The VP partners with Sales, Customer Success, Operations, and Executive Leadership to convert demand into profitable delivery, strengthen recurring services, and ensure clients receive high-value information management solutions.
Responsibilities- Lead the full-service delivery portfolio. Set the strategy, operating model, priorities, and performance expectations for Professional Services, Custom Development, Help Desk / Customer Support, Managed Services, and related delivery operations.
- Own financial performance. Manage the assigned P&L, including budgeting, forecasting, revenue growth, gross margin, operating expenses, utilization, billing accuracy, and actual reporting.
- Drive profitable delivery and execution. Establish consistent project, program, support, and managed services delivery practices that improve quality, predictability, customer outcomes, and profitability.
- Partner with Sales and Customer Success. Support opportunity strategy, solution scoping, services estimating, pipeline planning, customer expansion, and revenue conversion while ensuring commitments are realistic and supportable.
- Oversee customer support and managed services. Ensure Help Desk and Managed Services teams meet service level expectations, manage escalations effectively, retain customers, and continually improve the support experience.
- Lead Custom Development. Provide oversight for development, integrations, workflow automation, enhancements, and client-specific solution extensions; ensure custom solutions are practical, high-quality, secure, maintainable, and aligned to BlueIrisIQ's technology portfolio.
- Build scalable operating discipline. Define reporting, KPIs, escalation processes, capacity plans, staffing models, resource utilization practices, and service delivery improvements that reduce friction and support growth.
- Develop people and leaders. Mentor and develop team members, strengthen technical and leadership capability, support training programs, and build an accountable, customer-focused culture.
- Manage customer satisfaction and executive escalations. Serve as a senior escalation point for delivery, technical, support, customer service, and sales-related issues; engage directly with customers when needed to resolve issues and strengthen relationships.
- Support strategic initiatives and integrations. Contribute to business planning, service offering development, vendor / partner coordination, and acquisition due diligence or integration activities related to Professional Services, Support, Managed Services, and Custom Development.
Qualifications- Executive-level P&L ownership, financial discipline, forecasting, margin management, and business operations leadership.
- Experience leading multi-disciplinary technology services teams across Professional Services, Managed Services, Help Desk, and Custom Development.
- Strong understanding of professional services profitability, utilization, recurring revenue models, managed services operations, support delivery, and customer satisfaction measures.
- Ability to create scalable delivery processes, reporting models, governance practices, and resource plans.
- Strong cross-functional leadership with Sales, Customer Success, Operations, vendors, and executive stakeholders.
- Knowledge of document capture, enterprise content management, workflow automation, integrations, and intelligent information management solutions.
- Microsoft Office proficiency, including Word, Excel, PowerPoint, Visio, Project, Access, and Outlook.
- Knowledge of Kofax / Tungsten, Hyland OnBase, Square 9, and adjacent document management / workflow platforms preferred.
Experience:
- 10+ years of experience in Professional Services, IT Services, Document Management Services, Managed Services, Customer Support, Custom Development, or related technology service organizations.
- 8+ years delivering or leading complex IIM / ECM / workflow / capture / automation solutions.
- 8+ years in strategic or tactical management, customer service management, support leadership, or service delivery leadership.
- 8+ years managing a P&L, departmental budget, or business unit financial performance.
- Demonstrated success scaling service organizations while improving profitability, quality, customer satisfaction, and operational discipline.
- Proven ability to develop leaders, retain strong technical talent, and build accountable, customer-focused teams.
Education:
- Four-year college degree preferred; equivalent technical education and/or relevant work experience may be considered.
- Relevant certifications in project management, IT service management, enterprise content management, workflow automation, cloud platforms, or software delivery are preferred.
Preferred Technology / Domain Experience:
- Enterprise content management, document capture, workflow automation, information governance, and intelligent document processing.
- Professional services, managed services, support/help desk operations, and custom development delivery models.
- Kofax / Tungsten, Hyland OnBase, Square 9, Microsoft ecosystem tools, cloud platforms, and enterprise integration patterns.
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This posting reflects an existing vacancy that we are actively recruiting for.
Cette annonce correspond à un poste actuellement vacant pour lequel nous recrutons activement.
Salary Disclaimer Konica Minolta is committed to transparent and equitable compensation practices. Our pay structure is designed to support employee growth, allowing individuals to progress through the salary range as they advance in their role. Actual base pay offered will vary based on a candidate's skills, experience, job-related knowledge, geographic location, and specific business needs.
Salaire- A titre indicatif Konica Minolta s'engage en faveur de pratiques de rémunération transparentes et équitables. Notre structure salariale est conçue pour soutenir la croissance des employés, permettant aux individus de progresser dans la fourchette salariale au fur et à mesure de leur progression. Le salaire de base réel proposé variera en fonction des compétences, de l'expérience, des connaissances liées au poste, de la localisation géographique et des besoins spécifiques de l'entreprise du candidat.
AI Disclosure Konica Minolta Business Solutions (Canada) Ltd., or its authorized third-party contractors, may employ Artificial Intelligence technologies to support elements of the recruitment process. Notwithstanding this, Applications are reviewed by our recruitment team, who always make the final hiring decision.
Mention d'utilisation de l'IA Konica Minolta Business Solutions (Canada) Ltd., ou ses prestataires tiers autorisés, peuvent utiliser des technologies d'intelligence artificielle pour soutenir certains aspects du processus de recrutement. Néanmoins, les candidatures sont examinées par notre équipe de recrutement, qui prend toujours la décision finale d'embauche.
