VP Service Delivery

New Providence, NJ

Post Date: 09/13/2017 Job ID: 7696 Industry: Quality Control


The VP, Service Delivery is accountable and responsible for a diverse set of functions charged with the exceptional execution of meetings and meeting support solutions. In collaboration with the Event Management and Compliance Services leadership team the departmental executive sets direction for and oversees the execution of client delivery strategies, plans and procedures.


  • Spearhead the development, communication and implementation of effective delivery strategies based on the company and client specific service goals

  • Set comprehensive goals for maximum service delivery team performance

  • Establish policies and leadership approaches that promote company culture and vision; Foster a success-oriented, accountable environment within each client delivery team

  • Provide leadership and management to the global service delivery organization

  • Develop and implement plans and solutions designed to drive the company and client stabilization and growth objectives

  • Ensures customer satisfaction and quality levels exceed expectations; develops metrics and sets targets as appropriate

  • Responsible for driving to achieve and surpass business goals and objectives; Provide timely, accurate and complete reports on the operating conditions of Service Delivery

  • Responsible for the measurement and effectiveness of all processes internal and external; Evaluate on-going performance by analyzing and interpreting data and metrics

  • With other team members, develops annual budgets for service delivery and support client teams as needed during the forecasting and budgeting process

  • Responsible for staffing and managing service delivery team, including management of contractors and all resources

  • Motivate and lead a high performing teams; Oversee the execution of talent development programs

  • Supports the preparation and presentation of sales proposals and RFP responses as necessary

  • Position is at the VP level and incumbent must perform job duties as detailed here at the VP level with its related skills and competencies

  • Travel up to 10% of time

Other Education and Skill Requirements

  • Develop advanced concepts, techniques and standards. Viewed as expert in field

  • Skilled in organizational development, personnel management, budget/resource management

  • Flexible in ambiguous, fast-moving environment, while also driving toward clarity

  • Demonstrated resourcefulness in setting priorities and guiding investment in people/systems

  • Bachelor s Degree, Master s preferred

  • 7-12+ years of related experience. Prior people management in a service environment required

  • Hospitality or meeting planning experience preferred

  • A working knowledge and understanding of HCP interactions regulations and industry trends

  • Advanced Microsoft Office Skills (especially Excel)

Competency Requirements

  • Strong Leadership and Communication Skills

  • Results Focused, with track record of High Performance

  • Ability to think strategically and creatively

  • Adaptability and Agility to Varying Situations and Change

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