VP of Service Delivery


About Novo/Scale

Our mission is to radically simplify the adoption, management, and enhancement of enterprise cloud software. We’re reimagining the enterprise cloud by combining top engineers with automation. As the VP of Cloud Services & Automation you will play a core role in executing that vision. You will be part of a team that values honesty, collaboration, and high-effectiveness. We’re completely passionate about building a great company. We’re growing and profitable.

About the job:

Our ability to automate and simplify is the basis for our success. You will be responsible for all automation product development and cloud engineering services. You will be required to assemble a community of cloud engineers, and augmenting their capabilities through automation. You will play the role of a product manager responsible for designing new offerings, validating new product demand, building them, and assuring scalability and quality.

Mission: Unrivaled automation and simplified user experience.

Competencies:

  • Gets things done.
  • Has a system for learning.
  • Makes good decisions.
  • Prioritizes key dominoes.
  • Excels in ambiguity.
  • Leads and inspires.

Hard Skills

  • We are looking for someone who is process oriented and customer focused with a strong capability to build a cloud engineering services capability.
  • You have 7+ years experience managing technical teams delivering cloud solutions, remote managed services, pre-sales, and outsourced tech services.
  • You are KPI driven and have proven success launching and scaling remote technical services ensuring availability and profitability.
  • You can effectively engage our customers to understand what remote Cloud engineering services would be most valuable to them and why. Wear our customers’ shoes.
  • You have deep knowledge and passion for enterprise SaaS apps, IaaS, and PaaS.
  • You have an interest in learning about the future of work, particularly the augmentation of humans with automation/machine intelligence..
  • You have a history of being highly effective at integrating people and technology to deliver results and accomplishing objectives.
  • You’re able and willing to travel abroad.
  • You’re fluent in English (Spanish and/or Portuguese are a plus)

Expected Outcomes:

  • Establish strategy, process, team and structure to deliver a portfolio of run-state support and cloud engineering services for ServiceNow enterprise customers. Target: +100% YoY growth.
  • Increase CSAT score and NPS.
  • Work with VP of Product to build products that increase customer value, simplify and reduce the cost to deliver services.
  • >95% of direct reports obtained objectives

Location: U.S. (up to 25% travel)

Reports To: CEO

Direct Reports: Director of ServiceNow Delivery

Peers: VP of Sales and Operations, VP of HR, VP of Product, Director of Finance and Accounting.

Effectiveness Areas & KPIs:

  • Service Availability

    • ratio of bookings to revenue conversion

    • $ missed revenue from delay in operations

  • Service Cost

    • % of reduction in service delivery cost

  • Effectiveness Culture

    • % of D.R. obtaining objectives

    • % of unplanned attrition

  • ​Customer Retention

    • ​Logo Churn %

    • Revenue Churn $ & %

    • CSAT Score

    • NPS Score

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