Vice President of Services
Posted on: April 10, 2021
Charleston (World Headquarters) - South Carolina - USA Austin -
Texas This position requires a hands-on, energetic, customer
service oriented entrepreneurial leader to manage and lead the
Company's Services operations functions covering thousands of
projects a year with hundreds of thousands of hours of delivery.
Services is defined as Professional Services (PS), Implementation &
Activation (I&A), Managed and Retained Services. The role will
lead the maturation of the Services function in our SaaS
environment. In addition, this role will have regular exposure to
the Company's senior leadership and the candidate should be
comfortable representing the business to multiple audiences. This
individual needs to have exceptional communication skills, a strong
analytical acumen, proven delivery successes in complex project
implementations, hands-on operational experience and outstanding
leadership credentials. This role will require effective teamwork
among many different constituents including internal and external
customers, other services functional leaders and business unit
stakeholders. Specific accountabilities to include:
- Be accountable for revenue forecasting, resource forecasting
and demand planning to ensure the achievement of all operational
goals and metrics.
- Drive resource and process optimization across all practices
and service lines in order to achieve all KPIs and drive margin
- Drive 'Customer Delight' in to all Services practices and drive
positive customer outcomes via our Services business.
- Drive the maturation of the Services function with the
incorporation of SaaS company services best practices.
- Collaborate with BizDev to ensure all project scoping and SOW
efforts are accurate, consistent and have repeatable practices for
contractual commitments and agreements.
- Be accountable for demand planning to ensure training, hiring
and resource skills are in place to meet demand forecast.
- Implement and oversee consistent project launch practices and
ongoing quality assurance processes to maintain on-time, high
quality, and on-budget delivery of projects.
- Serve as executive sponsor on all major internal Services
project oversight work.
- Accountable for approving and monitoring all non-billable
customer work commitments.
- Manage all internal resource assignments to ensure productive
use of available hours and valuable output in the form of
prioritized practice deliverables.
- Oversee service delivery partnerships to ensure the optimal use
of variable resources and the development of valuable partnerships
including the creation of potential offshore capabilities.
- Consult on project work streams to identify and drive
opportunities to escalate deliverables and/or improve effectives
with the application of available resources.
- Be accountable to establish consistent metrics, methods and
practices necessary to leverage repeatable delivery opportunities,
resource optimization and margin improvements.
- Create and implement the vision for a mature Services function
of a $1B SaaS software organization.
- Work as a strategic business partner with the Services (PS,
I&A, Managed and Retainer) Leadership and Cross-BU Senior
Leadership/Vertical Teams to develop a sound understanding of the
business goals and strategies, recommending and driving appropriate
organizational initiatives in support of those strategies.
- Manage all day-to-day activities of an effective and efficient
Services function that will demonstrate the highest degree of
professionalism and customer service ensuring that all KPIs and
service level agreements are met or exceeded.
- Determine a systems strategy that supports the growth and
change that occurs within the business that provides our customers
with a delightful interaction with Services personnel. Current
systems should be constantly evaluated to ensure that they are
system ready for any new products/changes within the business.
These will include professional services/I&A systems, financial
systems, and delivery methods.
- Develop/run to metrics that track efficiency and service level
agreements of the enterprise services organization. Work with
business leaders to identify triggers to mitigate impediments to
positive business performance.
- Provide leadership and direction in the development of key
personnel. Be 'A' accountable for the recruitment, training and
mentoring of a team that is able to continue to take on additional
challenges as the business grows. Build strong bench strength in
the context of succession planning. Qualifications/Requirements A
minimum of 15 years of career progression within a combination of
professional services/delivery/support functions and a strong
operational background. At least 7 years of experience with
implementing/using and maximizing the benefits of metrics,
processes and systems to maximize performance on key professional
services metrics. At least 5 years as a services executive, or a
number two professional services person, within a recognized SaaS
services organization or firm. Track record of building strong
relationships with executives across the organization in services,
sales, marketing and operations is important. A proven team builder
with established track record of driving change and attracting,
motivating and retaining top talent. A relevant undergraduate
degree is required with relevant services industry certifications.
Leadership Skills . An executive who has a demonstrated ability to
leverage deep experience across a number of corporate functions to
build and lead the team by: developing a plan for the management of
the function; clearly communicating this plan to the team;
monitoring progress against objectives, inspiring the team to
perform at their highest levels, and by ensuring the success of
subordinates in their respective roles through guidance and
support. Furthermore, this executive will have demonstrated ability
to quickly establish credibility with the leaders of other
functional areas within the company, by serving as a true business
partner. Ability to Link Business Objectives to Organizational
Initiatives . Must possess the ability to quickly grasp business
objectives and strategies, and to articulate how their functions
can support the achievement of those objectives, through the
development of an understanding of the company's products and
services, how these serve customers, by understanding the
competitive dynamics of this sector, and translating this
understanding into initiatives that assist core operational
functions in improving the measurement and management of the
business. Change Management/Strategic Thinking . Comfortable
designing for the future, while managing day-to-day tactical
matters. Able to anticipate risks and propose practical plans to
mitigate them. Is always thinking about how operations can enhance
the value of the overall organization. Blackbaud is proud to be an
equal opportunity employer and is committed to maintaining a
diverse and inclusive work environment. All qualified applicants
will receive consideration for employment without regard to race,
color, religion, gender, gender identity or expression, sexual
orientation, national origin, physical or mental disability, age,
or veteran status or any other basis protected by federal, state,
or local law. To all recruitment agencies: We do not accept
unsolicited agency resumes and are not responsible for any fees
related to unsolicited resumes. Full time R0006901 About Us
Blackbaud (NASDAQ: BLKB) is the world's leading cloud software
company powering social good. Serving the entire social good
community-nonprofits, foundations, corporations, education
institutions, healthcare institutions and individual change
agents-Blackbaud connects and empowers organizations to increase
their impact through software, services, expertise, and data
intelligence. The Blackbaud portfolio is tailored to the unique
needs of vertical markets, with solutions for fundraising and CRM,
marketing, advocacy, peer-to-peer fundraising, corporate social
responsibility, school management, ticketing, grantmaking,
financial management, payment processing, and analytics. Serving
the industry for more than three decades, Blackbaud is
headquartered in Charleston, South Carolina and has operations in
the United States, Australia, Canada, and the United Kingdom.
Keywords: Blackbaud, Charleston , Vice President of Services, Executive , Charleston, South Carolina
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