VP, Resolution Services at NewEraTech

📋 Description

• Lead Midmarket Resolution Support Services across Customer Service and Resolution Center.
• Drive customer satisfaction, SLA compliance, and performance metrics.
• Partner with Pre-Sales, Post-Sales, and Sales to forecast demand.
• Oversee resource planning and KPI-driven performance management.
• Guide onboarding and ongoing delivery of managed services.
• Implement scalable processes and governance across client segments.

🎯 Requirements

• Bachelor's degree required; MBA strongly preferred.
• 12–15+ years in managed IT/services; 7+ years leading leaders.
• Executive-level experience in SMSP or recurring revenue; service delivery at scale.
• Deep ITIL expertise; modern service management and continuous improvement.
• Proven ability to scale multi-site/global teams; leadership bench strength.
• Strong cross-functional alignment with Sales/PreSales/CS/Delivery.

🎁 Benefits

• Full Benefits
• Medical
• Dental
• Vision
• 401K match
• 7 company holidays + generous PTO