Position Summary
This role works closely with the Vice President of Service Delivery, a key peer who manages Centre's POD teams, providing direct support and services to our customers. Together, you will ensure seamless coordination between internal operations and external service execution
The VP of Services will lead the following teams:
- Field Services, Build Room, After-hours Team, Service Matter Experts (SME) Team, Cloud Services (Public & Private), Platform Team, First Contact Team, Onboarding Team
Essential Duties and Responsibilities
- Define and execute the strategic vision for Shared Services in partnership with the CIO and executive leadership
- Lead process improvement initiatives to enhance service delivery, efficiency, and customer satisfaction
- Manage and mentor Shared Services team leaders, fostering a culture of accountability, innovation, and continuous improvement
- Establish and monitor KPIs and SLAs to ensure high performance and transparency across all service areas
- Collaborate with business unit leaders and the VP of Service Delivery to align Shared Services with enterprise priorities and operational needs
- Champion the adoption of automation and AI-driven solutions to streamline workflows, reduce manual effort, and improve service intelligence
- Oversee budget planning, resource allocation, and vendor management for Shared Services functions
- Ensure compliance with internal policies, regulatory requirements, and industry best practices
Education/Experience/Certifications
- 10+ years of progressive leadership experience in Shared Services, Operations, or enterprise support functions
- Proven success in leading strategic transformation and process optimization initiatives
- Strong understanding of enterprise systems, service delivery models, and performance management frameworks
- Experience implementing automation and AI technologies to improve operational efficiency
- Exceptional communication, leadership, and stakeholder engagement skills
- Bachelor’s degree required; MBA or relevant advanced degree preferred
Preferred Attributes
- Experience reporting directly to a CIO or working in a CIO-led organization
- Familiarity with enterprise service management platforms and digital transformation programs
- Ability to lead through influence and drive change in a matrixed, fast-paced environment
Work Environment and Physical Demands
- Work primarily in a climate-controlled environment with minimal safety/health hazard potential
- Occasional lifting (up to 10 pounds and occasionally lifting and/or moving up to 50 pounds) may be required
- Reasonable accommodations can be made to enable individuals with disabilities/injuries to perform the essential functions of this role
- The noise level in the work environment is moderate
- Travel is required
