VP, Resolution Services

Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 3,000 professionals, we're committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale.

At New Era, you'll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Guided by our core attributes — putting people first, embracing continuous learning, and thriving through collaboration and inclusion — we nurture our people to deliver exceptional customer service.

If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work—together

VP, Resolution Services position with New Era Technology offers you the following:

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

The VP, Resolutions Services role will lead New Era's Midmarket Resolution Support Services teams, overseeing service delivery across Customer Service and Resolution Center functions. The position is responsible for achieving high customer satisfaction, meeting service-level commitments, and driving overall performance through effective communication, capacity management, and team leadership. The role partners closely with Pre-Sales, Post-Sales, and Sales leaders to forecast demand, align operations, and support the successful onboarding and ongoing delivery of managed services. Accountability includes resource planning, operational execution, and KPI-driven performance management to ensure consistent, high-quality service delivery.

PRIMARY DUTIES:

Strategic Leadership \& Vision

• Provide support in shaping and carrying out the long-term vision and strategy for IT Resolution Support Services. Ensure these efforts are consistently aligned with corporate objectives and growth targets.
• Collaborate with executive leadership and Managing Directors to set measurable outcomes, key performance indicators, and success benchmarks for the practice.
• Lead transformation initiatives that modernize service delivery, including the integration of automation, artificial intelligence, and scalable operating models.
• Monitor technology trends, customer requirements, and competitive opportunities to drive continuous evolution of the services portfolio.

Operational Excellence \& Service Delivery

• Manage comprehensive service delivery across Customer Service and Resolution Center functions, ensuring consistent and high-quality execution.
• Establish and uphold enterprise-wide service standards, KPIs, and reporting frameworks to promote accountability and transparency.
• Ensure fulfillment of service level agreements, contractual requirements, customer satisfaction metrics (CSAT/NPS), and financial performance objectives.
• Spearhead capacity planning and workforce strategy to optimize resource allocation and support organizational growth.
• Implement scalable processes, tools, and governance models to guarantee consistent service delivery across all client segments.

Cross-Functional Alignment \& Growth Enablement

• Work closely with Sales, PreSales, PostSales, and Customer Success leadership to ensure alignment on forecasting, onboarding, and lifecycle service delivery.
• Support revenue growth by aligning with Managed Solutions, ensuring that services are delivered efficiently and profitably.
• Collaborate on designing solutions, pricing strategies, and service packaging to enhance competitiveness and customer value.
• Serve as an executive escalation point for key clients, ensuring timely and effective resolution of critical issues.

People Leadership \& Organizational Development

• Build, lead, and inspire a high-performing leadership team, fostering a culture of accountability, innovation, and ongoing improvement.
• Design and refine the organizational structure to support scalability, efficiency, and future expansion.
• Strengthen leadership capabilities through coaching, mentorship, and succession planning.
• Promote employee engagement, team morale, and a performance-driven culture throughout the organization.

Process, Tools \& Continuous Improvement

• Develop and maintain best-in-class service management processes, documentation standards, and operational procedures.
• Encourage the adoption of advanced reporting, analytics, and business intelligence tools to facilitate data-driven decision-making.
• Lead continuous improvement initiatives aimed at automating and optimizing service workflows.
• Safeguard the integrity and effectiveness of service enablement tools, including agreements, statements of work, remote monitoring and management platforms, and reporting systems.

Risk Management \& Governance

• Identify operational risks and implement proactive measures to mitigate them.
• Ensure compliance with corporate policies, contractual obligations, and relevant industry standards.
• Establish strong change management frameworks to support organizational agility and continuous evolution.

Customer \& Stakeholder Engagement

• Establish and nurture executive-level relationships with key customers and stakeholders.
• Lead the development of standardized customer reporting that clearly communicates service performance, value delivery, and key performance indicators.
• Launch initiatives to improve customer satisfaction, enhance retention, and foster long-term loyalty.

Additional Responsibilities

• Serve as a key member of the leadership team, contributing to broader organizational strategy and decision-making.
• Represent Resolution Support Services in executive forums, customer engagements, and strategic initiatives.
• Perform other duties as assigned.

COMPENTENCY:

• Leadership \& Integrity - Models ethical behavior and organizational values in all decisions and interactions; builds trust across teams and stakeholders through transparency and accountability; champions a culture of respect, inclusion, and psychological safety; honors commitments and holds others to the same standard.
• Diversity, Equity \& Inclusion -Actively cultivates a diverse and equitable workplace; translates DEI principles into hiring practices, team development, and organizational culture; leverages diverse perspectives to drive innovation; ensures all voices are heard and valued at every level of the organization.
• Strategic Adaptability - Anticipates and leads through organizational change with clarity and confidence; navigates ambiguity and competing priorities at scale; realigns resources, processes, and people to meet evolving business demands; models resilience and forward-thinking in dynamic environments.
• Executive Communication - Communicates complex technical and business concepts with precision and impact across diverse audiences; tailors messaging for executives, boards, clients, and technical teams; produces authoritative written deliverables including strategic narratives, proposals, and performance reporting.
• Customer \& Stakeholder Excellence -Builds and sustains high-trust relationships with internal and external stakeholders; anticipates needs and delivers solutions that exceed expectations; drives a customer-centric culture across the organization; resolves complex or escalated issues with sound judgment and urgency.
• Operational Excellence \& Quality - Sets and upholds rigorous standards for quality, delivery, and continuous improvement; establishes scalable processes and governance frameworks; ensures teams operate with discipline, accountability, and a solutions-oriented mindset; maintains a safe, compliant, and high-performing work environment.

REQUIRED EDUCATION \& EXPERIENCE:

• Bachelor's degree required; advanced degree (MBA or related field) strongly preferred, or equivalent combination of education and executive leadership experience.
• 12–15\+ years of progressive leadership experience within managed services, IT services, or related environments, with at least 7\+ years leading leaders in multi-tiered service delivery organizations.
• Proven executive-level experience within a Senior Managed Services Provider (SMSP) or similar recurring revenue model, with accountability for service delivery at scale.
• Demonstrated success owning or significantly influencing service delivery financials, including utilization, cost management, and gross margin performance.
• Deep expertise in ITIL frameworks and modern service management practices, with a track record of driving operational excellence, standardization, and continuous improvement.
• Proven ability to build, scale, and lead high-performing, multi-site and/or global teams, including developing leadership bench strength and succession planning.
• Strong experience aligning cross-functional teams (Sales, PreSales, Customer Success, and Delivery) to enable growth, seamless onboarding, and long-term customer success.
• Demonstrated success in establishing, operationalizing, and evolving KPI frameworks, including SLA performance, customer experience metrics (CSAT/NPS), and operational dashboards.
• Experience leading large-scale transformation initiatives, including automation, tooling optimization (PSA/RMM), and service delivery model maturity.
• Exceptional strategic thinking and execution skills, with the ability to manage multiple priorities while driving measurable business outcomes.
• Executive-level communication and stakeholder management skills, with experience engaging senior leadership, clients, and key stakeholders.
• High degree of business acumen, professionalism, and ability to manage sensitive and confidential information.
• Strong sense of urgency, accountability, and results orientation, with a focus on driving continuous improvement and operational rigor.
• Experience leading change management initiatives across complex, distributed organizations.

EXPECTED HOURS OF WORK: Monday – Friday 8am – 5pm Eastern Time. Additional hours as needed to lead and deliver on required client contracted services.

TRAVEL: As needed, expectation is up to 10%.

SALARY: $165,000 - $180,000 depending upon experience.

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