Apex Systems, LLC d.b.a. GlideFast Consulting is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact recruits@glidefast.com.
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GlideFast Consulting - AVP of Professional Services- Advisory (Remote)
Reference
JBRQ0001010
Job Details
RemoteAs an Associate Vice President (AVP) of Professional Services with GlideFast Consulting, you will be responsible for supporting the delivery of customer service at the highest level of customer satisfaction. The AVP will lead one of the Service Delivery Pods (SDP) which will be composed of Service Delivery Directors (SDD), Service Delivery Managers (SDM), Architects, and Technical Consultants.
The successful AVP will achieve and exceed company and service delivery goals through successful customer engagements, growth in our service delivery capability and capacity, achievement of SDP’s goals of utilization and operating margins, and development of the SDP’s team members. The AVP will support the growth of the SDP team members through developing and retaining talent with a focus on technical proficiency, customer service, and consulting skills. Additionally, The AVP will lead the development of the SDP’s specific ServiceNow product area, and will also lead initiatives to enhance support of current and future associated applications in that product area.
Finally, the AVP will work with the GlideFast leadership team to achieve business success and continue to grow the reputation of GlideFast as the “Best in Class” ServiceNow partner. The AVP will directly engage with the senior management of critical customers to ensure alignment to the goals and objectives of the associated projects and to build relationships to further increase our professional services business.
What is the role?
As an Associate Vice President (AVP) of Professional Services with GlideFast Consulting, you will be responsible for supporting the delivery of customer service at the highest level of customer satisfaction. The AVP will lead one of the Service Delivery Pods (SDP) which will be composed of Service Delivery Directors (SDD), Service Delivery Managers (SDM), Architects, and Technical Consultants.The successful AVP will achieve and exceed company and service delivery goals through successful customer engagements, growth in our service delivery capability and capacity, achievement of SDP’s goals of utilization and operating margins, and development of the SDP’s team members. The AVP will support the growth of the SDP team members through developing and retaining talent with a focus on technical proficiency, customer service, and consulting skills. Additionally, The AVP will lead the development of the SDP’s specific ServiceNow product area, and will also lead initiatives to enhance support of current and future associated applications in that product area.
Finally, the AVP will work with the GlideFast leadership team to achieve business success and continue to grow the reputation of GlideFast as the “Best in Class” ServiceNow partner. The AVP will directly engage with the senior management of critical customers to ensure alignment to the goals and objectives of the associated projects and to build relationships to further increase our professional services business.
● Lead an SDP team – Develop personnel, measure performance, Certifications, coach, mentor, address performance issues, manage hiring and terminations
● AVP will be held accountable to:
● Team’s resource plans and utilization to a consistent 85% utilization rate driving team to balanced financial performance
● Achieve consistent 40% operating margin of team (average per year)
● Employee engagement and retention
● Support full life cycle of customer service engagements:
● Establish executive level relationships with key customers
● Support pre-sales and sales strategic opportunities
● Monitor and support delivery projects inclusive of management escalations
● Ensure that project teams meet and exceed customer expectations
● Evidenced-based customer success as measured by customer surveys and sales growth
● Align with key customers to ensure effective delivery of services aligned to customers’ expectations
● Contribute to the revenue growth of GlideFast by partnering (as needed) with ServiceNow, GlideFast Sales & Solutioning
● Ensure that team members attain and retain required certifications
● Stretch team’s performance to maintain high degrees of morale
● Identify hiring needs- work with Talent Acquisition on interviewing and hiring of new SDP team members
● Drive initiatives to improve current processes and tools to enhance service delivery and management support
● Develop strategies and implementation plans to optimize and enhance all aspects of service delivery, specifically with aligned product areas
● Collaborate with leadership to continuously achieve key business goals and enhance GlideFast reputation as the “Best in Class” ServiceNow partner
● Support the growth of team members’ technical, professional, and consulting skills to ensure consistent delivery of successful services through career guidance and the review process
● Provide leadership for the GlideFast technical teams with guidance on improved delivery methodology and enhanced implementation strategies
● Work to achieve and manage “best in class” operating standards within practice
● Interpret and report on metrics related to team performance and success and initiate action to resolve issues
What experience do you need for success?
● 2+ years of people leadership experience with large teams in a service delivery organization
● Proven ServiceNow platform experience
● Strong peering skills: Proven experience in working relationships across teams
● Innovator and proactive with strong motivational skills
● Driven to achieve performance and financial results
● Demonstrate competency for strategic planning and business development
● Experience with managing professional services business through data analysis and monitoring of operational metrics
● Outstanding organizational and leadership abilities related to customer support, talent management, and the business of professional services
● Proven ability to motivate teams to drive and deliver the best possible services for our clients
● Demonstrates strong motivational skills, excels in decision-making, and adeptly solves complex problems
What will you bring with you?
● Bachelor's degree in Computer Science, Information Systems, Business Administration, or other related fields (or equivalent work experience)
● IT industry based certifications (ITIL) a plus
● Maintain active government security clearance if applicable
The starting pay range for this role is $0.00 - $0.00. Actual compensation will depend on a number of factors, including actual work location, relevant experience (internal or external), technical skills, and other qualifications.
Apply For This Opportunity
Reference
JBRQ0001010