Vice President of Professional Services - Delivery

About Us

At Sureify we’re helping a large and critical industry - life insurance - modernize and innovate. We have built a platform, enabling a core suite of digital solutions for some of the world’s leading insurance companies. We are committed to delivering exceptional value to our clients through innovative solutions and top-notch professional services. As we continue to grow and expand our global footprint, we are seeking a dynamic and experienced Vice President of Professional Services to lead our delivery and customer support business and drive our vision for the next five years.

Position Overview:

The Vice President of Professional Services will be responsible for overseeing the entire delivery function of our organization, ensuring effective operations, managing revenue and margins, driving strategic change, and scaling the team. This role demands a strong leader with a deep understanding of complex multi-million dollar software implementation projects, financial management, and excellent people management skills. The ideal candidate will have a proven track record of managing complex delivery operations, building strong relationships with customers and partners, and aligning cross-functional teams to achieve organizational goals.

Key Responsibilities:

Operational Leadership

• Oversee and enhance the delivery operations, ensuring processes, structures, and methodologies are optimized for efficiency and effectiveness.
• Implement best practices and drive continuous improvement within the delivery organization.
• Ensure effective operations across India and US-based teams.

Sales and Relationship Management

• Engage in sales situations, contribute to client negotiations, and build trust and credibility with senior executives.
• Effectively manage relationships with large System Integrators (SIs) and ensure successful project delivery and customer satisfaction.

Crisis Management

• Navigate customer crises with poise and expertise, resolving issues promptly and maintaining strong customer relationships.

People Management

• Lead and mentor the delivery team, including hiring, performance management, and professional development.
• Foster a culture of excellence, customer leadership, and talent growth.
• Drive significant growth in the team.

Global Staffing and Resource Management

• Strategically manage onshore, offshore, and third-party resources to optimize delivery capabilities and cost-effectiveness.
• Develop and execute staffing strategies that align with project needs and company goals.

Customer Support

• Oversee customer support team, providing excellent execution of technical support.
• Ensure SLAs are met, customer problems are rapidly and whenever possible proactively identified and remedied, and that excellent follow-up on crises grows customer confidence.

Financial Management

• Manage revenue and margin targets while maintaining a driving focus on customer success, balancing the needs of the company and ensuring the success of licenses and projects.
• Develop and maintain financial tracking mechanisms to monitor performance and make informed decisions.

Business Acumen

• Understand and navigate the business side of the organization, including the impact of delivery operations on overall business goals.
• Drive strategic initiatives that align with the company’s vision and growth objectives.

Cross-Functional Collaboration

• Align delivery metrics with broader company objectives, ensuring that departmental goals support organizational priorities.
• Partner with Product Engineering and Product Management teams for alignment on solution delivery and product enhancements.

Qualifications:

Experience

• Extensive experience in a senior delivery or operations role, preferably within a delivery business structure similar to ours.
• Proven track record of managing large-scale, complex delivery projects and working with large System Integrators and enterprise clients.
• Proficiency in the insurance domain.

Skills

• Strong operational and financial management skills, with the ability to balance revenue, margins, and strategic goals.
• Excellent people management skills, including experience in hiring, mentoring, and developing talent.
• Proficiency in managing onshore, India, and third-party resources.
• Exceptional sales, negotiation, and crisis management abilities.
• Strong technical aptitude with an ability to navigate customer discussions around technical and architectural issues.
• Ability to build and maintain trust with senior executives and cross-functional teams.

Education

• Bachelor’s degree in Business Administration, Engineering, or a related field. An MBA or equivalent advanced degree is a plus.

Other

• Comfortable with a global, distributed work environment and willing to travel as necessary.

Sureify is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.