PURPOSE

Ibml is the world leader in delivering high volume intelligent document processing solutions to many of the world’s leading organizations across healthcare, banking, insurance, business process outsourcing and state and federal governments.

Our solutions comprise the world’s fastest high-volume document scanners, advanced software, and professional services.

100% of our customers sign up for ibml service agreements as our solutions are embedded in mission critical customer processes.

Service and Professional Services are ibml’s key annuity stream, representing 50% of our revenue and 60% of our gross margin.

JOB DESCRIPTION

The VP of Service Operations should combine strategic thinking with a strong execution focused on developing and implementing best practices, while constantly seeking out efficiency improvements.

ROLE AND RESPONSIBILITIES

• P & L responsibility for Service budget
• Responsible for Service strategic planning, cross functional collaboration, & performance management to achieve the organizations goals.
• Challenge the status quo. Constantly and diligently seek out and execute improvements in Service efficiency that will directly impact and improve the bottom line. Lead the communication and be chief ‘cheerleader’ to foster a spirit of ongoing continued improvement.
• Lead and manage contracts administration processes
• Lead and manage call center and customer help desk
• Lead and manage Field Service Group (Managers, and Field Technicians)
• Lead and manage implementation of Service Management System.
• Implementing processes to ensure the effective onboarding of new clients including the development of appropriate SLA’s
• Responsible for ensuring SLAs are met with key customers.
• Responsible for leading quarterly business reviews with key customers.
• Close working relationship with Chief Revenue Officer and other members of the ibml Leadership team to maximize wallet share in every service account.
• Mentorship, management and development of team members ensuring that they have the necessary skills to be successful in their job roles. Setting clear written goals and objectives, setting performance expectations and building career paths and developing succession planning.
• Confront performance issues and collaboratively establish plans for improvement.
• Be the service advocate’ across the organization communicating a clear vision of the service groups direction.
• Identify, monitor, manage, and communicate key metrics relating to service performance. Share and report to key stakeholders such as the Management team and ibml Board, including performance against SLA, profitability, and efficiency enhancements
• Partner with VP of Operations and purchasing team to maximize efficiencies and drive cost savings on purchased parts and consumables.

PREFERRED SKILLS, QUALIFICATIONS AND EDUCATION REQUIREMENTS

• Bachelor’s degree or equivalent experience.
• 10 years of Service leadership in a ‘break fix’ capital equipment company.
• Solid financial acumen with experience managing an organizations P&L and financial performance.
• Experience implementing and managing Service System toolsets (Zuper and Hubspot or similar)
• Applicant must be based in or willing to relocate to Birmingham, AL.
• Experience working with large customer relationships
• Experience leading large teams (100+)
• Ability to work effectively across an organization by being a good listener, an effective written and oral communicator and the ability to resolve conflict.
• Demonstrated success in building customer relationships.
• Demonstrated success in building internal relationships and working in a collaborative cross functional environment.

ADDITIONAL NOTES

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)