Solution Delivery Partner

VP Customer Services & Operations Leading IT Services & Digital Solutions Provider | Energy Sector

About the Role

We are seeking a commercially driven leader to head Customer Services & Operations — the core client-facing unit responsible for 24/7 multi-site support across Call Center, Onsite Service, Mobile Support, and Retail/Automation systems.

This role sits at the intersection of Solution Delivery and Revenue Generation. You will own both operational excellence and commercial performance, turning service delivery into growth.

Key Responsibilities

Solution Delivery & Operations Leadership

• Lead end-to-end solution delivery for Call Center, Onsite Support, Data Center Operations, and Retail & Automation systems across multiple locations.
• Ensure consistent SLA achievement, fast incident resolution, and high service stability in complex, multi-technology environments.
• Build and continuously improve the operating model, processes, tools, and governance for large-scale 24/7 operations.
• Manage workforce, vendors, and multi-site coordination to deliver reliable, high-quality support.

Revenue Generation & Commercial Growth

• Own the commercial performance of the Customer Services & Operations unit — drive revenue growth from managed services and value-added offerings.
• Identify and develop new service lines (turnkey solutions, registration systems, event management, desktop preparation, equipment rental, etc.) that expand revenue.
• Convert frontline customer insights into new business opportunities, service enhancements, and cross-selling initiatives.
• Act as a key commercial partner: strengthen client relationships, expand existing accounts, and support overall business growth.

Strategy, Budget & Performance

• Develop and execute the service strategy, business plan, and investment roadmap for the unit.
• Own full budget and P&L accountability.
• Drive continuous improvement in service performance, cost efficiency, and customer satisfaction.

What We Are Looking For

Must-have

• Proven senior leadership in 24/7 IT service operations, managed services, or enterprise solution delivery.
• Strong track record of revenue generation from managed services, customer support, or IT operations (P&L ownership preferred).
• Hands-on experience leading large multi-site operations (Call Center + Onsite Support) including workforce, vendors, budget, and SLA performance.
• Background in IT Consulting, System Integration, or Managed Services providers is highly preferred.

Core strengths

• Deep expertise in Solution Delivery, IT Service Management (ITIL), SLA governance, and operational excellence.
• Commercial mindset with ability to turn operational insights into revenue-generating services and new business opportunities.
• Strong stakeholder management, customer orientation, and decision-making under pressure.
• Experience leading complex, high-impact operations in fast-paced environments.