Vice President of Cloud Services

Vice President of Cloud Services Career Opportunity
Our client, a global leader in Contact Center solutions, seeks a Vice President of Cloud Services to oversee success of cloud-based customer deployments for the Public Safety and Justice division globally. This individual will be responsible for people management, strategic vision, client implementations, rollouts, solution adoption, customer success, and business development, working closely with solution engineering and sales teams.

The ideal candidate has a strong cloud technical background, can speak confidently about technical elements to win customer trust, and possesses industry knowledge of the Public Safety and Justice market. This leader will guide the Cloud Services team, mentor, and coach to improve process quality, effectiveness, and efficiency, balancing conflicting demands to achieve high customer satisfaction and rapid deployment.

Vice President of Cloud Services Role and Responsibilities

• Guide, mentor, and coach the Cloud Services team.
• Discuss deeply technical situations clearly and precisely with non-technical customers, internal teams, R&D, and senior management.
• Balance conflicting demands to achieve high customer satisfaction, rapid and accurate deployment and support.
• Servicing leadership managing customers, staff, business partners, and internal stakeholders.
• Achieve KPIs including revenue, profitability, CSAT, ESAT, and Support SLAs.
• Develop, build, and maintain effective and highly efficient services and customer success teams.
• Cross-functional leadership and collaboration to drive business results.
• Act as escalation point of contact for all services-related matters.
• Drive compliance with methodologies, tools, and practices.
• Ensure development of and adherence to published policies and procedures to drive continuous service improvement.
• Mentor and create team culture.

Vice President of Cloud Services Required Skills and Experience

• Deep understanding of Cloud Services provisioning and management, ideally with Azure.
• Strong knowledge of Project Management practices and Professional Services delivery.
• Good management and leadership abilities.
• Ability to grasp customer requirements and ensure they are addressed through engagements.
• Excellent communication and presentation skills in both technical and non-technical environments.
• Business acumen to drive and support sales initiatives.
• Cultural awareness of regions.
• Industry knowledge of the Public Safety and Justice sector.
• Legal and contractual experience.
• Self-motivated, proactive, results-oriented professional with ability to work with minimal direction.
• Diligent, detail-oriented, and well-organized with creative thinking approach in problem-solving.
• Excellent interpersonal skills at all levels, including people management, leadership, and written and verbal communication.
• Able to adapt and be sensitive to diverse, multicultural workplace and cross-cultural work environment.
• Positive attitude towards change and new environments.
• Appreciative of different work patterns while remaining committed to deadlines.
• Ability and willingness to travel 40% of the time.
• Able to lead and engage remotely across time zones UK to US west coast.
• Bachelor's degree in technical field or equivalent.