'ike Group
  • DataHouse
  • Honolulu, HI, USA

Overview


Our vision at 'ike is "Great People. Great Impact. Greater Good". Our goal is to provide the best services to positively impact our communities. Our companies complement each other while being leaders in their respective industries. We all share the same core values of spirit of excellence, courage, dream releasing and humility working toward the greater good. Our founding company DataHouse is seeking a Vice President of Service Delivery to join our team. When you choose DataHouse, you become part of an entrepreneurial culture that is passionate about making customers succeed through innovative technologies. Celebrating 40 years of innovation, we continue to nurture the unique dynamics of our culture that allows for creative solution discovery, innovative explorations and professional growth.

The Vice President of Service Delivery will continue to expand our Professional Services organization for Hawaii, leading y experience and example to reach maximum client satisfaction, revenue and profitability. The incumbent will be an integral part of a motivated, experienced management team striving to reinvent and guarantee our customers' positive experience with us and our products.  

Primary Responsibilities and Duties


  • Oversee and manage the Managed Services service line, which would be comprised of the technical resources of the company (i.e, software and system engineers)
  • Manage/Own P&L and forecasting entry
  • Develop and manage service offerings
  • Ensure continuous improvement of implementation methodology
  • Manage performance monitoring and provide explanation of required corporate metrics
  • Monitor appropriate staffing levels
  • Serve as senior point of escalation for customer issues
  • Establish clear, measurable objectives for the PS teams. Monitor and measure these objectives regularly, providing coaching and discipline as required
  • Monitor the overall performance of the service line by tracking and analyzing key performance metrics
  • Demonstrate customer focus, always willing and comfortable with engaging the customer proactively
  • Provide customer follow-up, communication and issue management. Ensure contractual obligations are met and a high level of customer satisfaction is maintained
  • Develop relationships with problem customers, strengthen existing relationships
  • Participate in Annual User Conference, product improvement groups, and user groups as required
  • Provide sales assistance as required with RFP responses and onsite presentations
  • Handle additional requests as required

 

Desired Qualifications


  • Extensive technical background in software development, systems integration, or infrastructure management for enterprise environments
  • Five or more years of direct management experience in Professional Services
  • Five or more years of experience in a professional services organization
  • Experience managing groups of 10 people or more; proven track record of developing and promoting managers and leaders
  • Excellent oral and written communication skills
  • Ability to work in a team environment and lead a team of individuals
  • Good troubleshooting and analytical thinking to resolve issues
  • Strong Project Management skills
  • Flexibility to travel, as required
  • Post-Secondary Degree
'ike Group
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