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.
Join The GlideFast Team
Work with the best consultants and developers in the industry.
GlideFast Consulting - AVP of Professional Services- CSM (Remote)
Reference
JBRQ0001010
Job Details
RemoteAVP of Professional Services- CSM PodApplication Deadline: Friday October 24, 2025 at 5 ETRequirements:
● SDD or above from any delivery pod may apply
● CSM and Telco experience preferred, but not required
● Resume required, cover letter optional
JOB SUMMARY:
The Associate Vice President of Professional Services (AVP) is responsible for leading and expanding the delivery of services with a strong focus on customer satisfaction and business growth. In this role, you will support the delivery of outstanding customer experiences and lead one of the Service Delivery Pods (SDP), managing Service Delivery Directors, Managers, and individual contributors. The AVP is accountable for meeting utilization, margin, and delivery goals while developing team talent in technical expertise, consulting, and customer service. This role also drives growth within their respective delivery pod’s ServiceNow product specialization, enhancing support for current and future applications. Working closely with Professional Services leadership, the AVP ensures alignment with business objectives and engages directly with customers to strengthen relationships, ensure project success, and expand service opportunities.
ESSENTIAL FUNCTIONS:
● Lead and manage one Service Delivery Pod (SDP), including SDDs, SDMs, and individual contributors.
● Ensure successful delivery of customer engagements, achieving SDP goals for utilization, margin, and quality
● Drive team growth by expanding service offerings and scaling resources to meet customer needs and adapt to market changes
● Serve as a senior escalation point for complex projects and client issues, ensuring resolution and maintaining strong customer trust
● Lead continuous improvement initiatives across customer delivery, best practice processes, collateral, and team development
● Serve as a senior escalation point for complex projects and client issues, ensuring resolution and maintaining strong customer trust
● Collaborate with sales and delivery teams to assess client needs, propose solutions, and expand offerings in response to evolving requirements
● Monitor resource planning, utilization, and capacity management, ensuring teams are aligned to deliver high-quality results
● Conduct team assessments through feedback requests and performance reviews, providing input as appropriate
● Communicate effectively with stakeholders at all levels, ensuring transparency and alignment
● Oversee and prioritize customer engagements by proactively managing service opportunities across Customer Experience, Customer Development, and Data Services
● Analyze and interpret data and metrics; prepare and present key reports to senior leadership
● Provide leadership, coaching, and oversight to the technical team while ensuring the successful delivery of professional services
● Continue learning service delivery solutions, technologies, and methodologies
● Maintain professionalism and an uninterrupted work environment during all client meetings and interactions
● Demonstrate strong corporate citizenship by completing required administrative tasks such as timesheets, feedback forms, and internal documentation accurately and on time
ADDITIONAL FUNCTIONS:
● Anticipate market shifts and develop new service delivery models, frameworks, or methodologies that differentiate the company in the marketplace
● Represent the company at conferences, industry forums, and with strategic partners to elevate brand presence and thought leadership
SKILLS/EXPERIENCE:
● 5+ years of progressive experience in Professional Services, Consulting, or a related client-facing delivery organization
● 3+ years of leadership experience, including managing delivery teams
● Strong background in project and program management, including oversight of large-scale, multi-client engagements
● Experience developing and executing scalable service delivery models and methodologies
● Proficiency in data analysis and interpreting performance/operational metrics
● Experience with budget management, forecasting, and financial reporting
● Familiarity with compliance, governance, and risk management practices in a services environment
● Advanced proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
SOFT SKILLS:
● Self-motivated and accountable, with the ability to take initiative, manage competing priorities, and deliver results independently
● Organized and solution-oriented, with strong time management skills and a proactive approach to problem-solving
● Clear and confident communicator with strong proficiency in English—verbal, written, and presentation—with the ability to convey information effectively to both technicaland nontechnical audiences
● Collaborative and open to feedback, with a strong ability to build relationships and work cross-functionally
● Skilled in conflict mediation, with the ability to navigate sensitive situations with professionalism, empathy, and sound judgment
● Customer- and stakeholder-focused, with a consultative mindset and the ability to build trust and understand evolving needs
● Detail-oriented and analytical, with strong troubleshooting skills and a commitment to accuracy and follow-through
● Adaptable and composed in dynamic environments, consistently demonstrating integrity and balanced decision-making
SUPERVISORY:
● Provide leadership and oversight to the pod, managing a team of SDDs or SDMs as direct reports
CERTIFICATIONS/EDUCATION:
● Bachelor's degree in IT, Business, or related field preferred or equivalent work experience
What is the role?
● 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