VP of Resolution Services

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NewEraTech is Hiring

Job Info:

• Company NewEraTech
• Position VP, Resolution Services
• Location Remote.
• Source Empllo
• Published April 05, 2026
• Category Business
• Type Full-Time
• Experience Director
• Salary $165k - $180k

📋 Description

• Lead Midmarket Resolution Support Services across Customer Service and Resolution Center.
• Drive customer satisfaction, SLA compliance, and performance metrics.
• Partner with Pre-Sales, Post-Sales, and Sales to forecast demand.
• Oversee resource planning and KPI-driven performance management.
• Guide onboarding and ongoing delivery of managed services.
• Implement scalable processes and governance across client segments.

🎯 Requirements

• Bachelor's degree required; MBA strongly preferred.
• 12–15+ years in managed IT/services; 7+ years leading leaders.
• Executive-level experience in SMSP or recurring revenue; service delivery at scale.
• Deep ITIL expertise; modern service management and continuous improvement.
• Proven ability to scale multi-site/global teams; leadership bench strength.
• Strong cross-functional alignment with Sales/PreSales/CS/Delivery.

🎁 Benefits

• Full Benefits
• Medical
• Dental
• Vision
• 401K match
• 7 company holidays + generous PTO

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