VP, Service Solutions and Delivery
This is a remote position
Position SummaryVP, Service Solutions and Delivery is responsible for leading the end-to-end strategy, design, and execution of service solutions across the organization-from business pursuit through implementation, stabilization, and transition to steady-state operations.
This role ensures the development of scalable, standardized, and operationally executable service models that reduce service variability, improve implementation consistency, and enhance overall customer experience.
The VP leads program management and service architecture functions to deliver integrated solutions aligned with customer requirements, operational capabilities, and financial objectives. This role partners cross-functionally to ensure successful customer onboarding, seamless go-live execution, and long-term operational stability while supporting company growth and strategic initiatives.
Essential Duties and ResponsibilitiesResponsibilities may include but are not limited to:
• Lead the overall strategy, execution, and performance of service solutions and delivery across the organization
• Oversee program management teams responsible for implementation governance, execution consistency, and successful customer onboarding
• Direct Service Solution Architects in designing scalable, cost-effective, and operationally executable service solutions aligned with end market requirements
• Ensure accuracy in solution design, labor modeling, pricing support, estimating, and implementation planning to meet customer and business objectives
• Establish and standardize methodologies, tools, governance frameworks, and best practices across solutioning, implementation, and service deployment
• Drive consistency across the full lifecycle: business pursuit, solutioning, estimating, implementation, go-live, stabilization, and operational handoff
• Lead cross-functional go-live and transition management activities to ensure seamless operational readiness and customer experience
• Ensure alignment of staffing plans, workforce models, technology enablement, training, reporting, and support infrastructure prior to launch
• Manage implementation timelines, critical milestones, risks, dependencies, and escalation processes to deliver on commitments
• Partner closely with Operations, Sales, Account Management, HR, IT, Procurement, and Billing to ensure execution alignment and service continuity
• Develop and monitor KPIs including implementation speed, quality, margin performance, customer satisfaction, and operational stability
• Identify and implement opportunities to improve efficiency, scalability, standardization, and customer experience across service delivery
• Support strategic sales initiatives by providing operational leadership during complex pursuits, RFP responses, and large-scale client transitions
• Build, lead, and develop high-performing teams across program management, service architecture, and implementation functions
• Foster a culture of accountability, collaboration, continuous improvement, and customer-centric execution
• Partner with executive leadership to align service delivery capabilities with organizational growth strategy and long-term operational objectives
Additional Duties and ResponsibilitiesAs required by management.
Knowledge, Skills, and Competencies Knowledge
- Expertise in service solutioning, implementation, and operational delivery models within multi-site or outsourced service environments
• Strong understanding of labor modeling, cost estimation, pricing strategies, and contract execution
• Knowledge of end-to-end service lifecycle including pursuit, onboarding, implementation, stabilization, and steady-state operations
Skills
- Strategic leadership and operational execution
• Program and portfolio management at scale
• Cross-functional collaboration and stakeholder alignment
• Financial and business acumen (margin, cost control, scaling models)
• Risk management and problem resolution
• Process design, standardization, and continuous improvement
Competencies
- Executive presence and decision-making capability
• Strong accountability and ownership mindset
• Ability to lead through ambiguity and transformation
• Customer-focused with a strong emphasis on service quality and outcomes
• Talent development and team leadership
Educational Qualifications/Job Experience Requirements Education
- Bachelor's degree in Business, Operations, Engineering, or related field a preferred or equivalent experience
Experience
- 10+ years of progressive leadership experience in operations, service delivery, implementation, or program management
• Proven experience leading large-scale service implementations and customer onboarding in multi-site environments
• Experience building and scaling standardized service models and operating frameworks
• Demonstrated success leading cross-functional teams and complex organizational initiatives
• Experience supporting sales pursuits, RFPs, and large client transitions preferred
Working Conditions/Physical Requirements Schedule:
• Regular weekly schedule; weekends or holidays as needed.
The working conditions and physical environments described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical requirements:
• Extended periods of work seated at a desk; repetitive hand motions; prolonged use of computer; occasionally lift and carry up to 25 lbs.
• Ability to speak clearly (use of voice).
• Vision requirements include close vision, distance vision, moderate peripheral vision, depth perception, and ability to adjust focus.
Environment:
• Office environment generally mild to moderate conditions including varying temperatures and noise levels conducive to a busy workplace and office equipment.
• Lighting varies based on building requirements and may be adjusted within reason.
• Time constraints and related pressures to complete work are high.
Travel: 25%
