The VP of Enterprise Applications will lead all aspects of the OculusIT ERP client delivery and drive maximum value in support of higher education’s institutional goals while maintaining our high-touch customer service focus. The selected candidate will own all practice day to day operations to ensure our clients receive exceedingly satisfying value from our services. The role requires a thorough understanding of information technology in the higher education industry.
Key Responsibilities
  • Leads and manages all Client ERP Services within the parameters established by the Chief Client Officer
  • Manages and achieves the department’s forecast, budget and reporting including P/L and performance targets (company, team and individual, i.e. performance appraisals, company targets)
  • Creates a client services organizational culture that achieves revenue targets, expense targets, net profits and billable utilization
  • Instills the mindset that our clients’ satisfaction is our number one priority
  • Works closely with product management to ensure new service packages and refinement of existing service packages
  • Serves as OculusIT’s ERP Relationship Manager and trusted advisor and ensure customer expectations are met and exceeded
  • Ensures service quality through alignment with goals, outcomes and expectations
  • Validates customer success by ensuring the overall value and health of engagements
  • Supports OculusIT Sales (direct, partner, and other channels) and Marketing
  • Engages customers and collaborates with enterprise sales managers to develop strong customer and partner relationships to build a growing business
  • Coaches, mentors and develops teams to sustain the growth of the company
  • Delivers value by leading high-quality delivery of a variety of customized engagements with partners and customers
  • Leads great people by attracting top IT talent to build high performing teams with superior technical depth and outstanding customer relationship skills
  • Fosters a corporate culture that promotes the highest ethical practices and encourages individual responsibility and accountability
  • Delivers a variety of customized engagements with partners and customers
  • Is a customer advocate and works with delivery teams to convey partner and enterprise customer feedback as input to the services roadmap
  • Interviews, recruits, retains and trains employees
  • Leads the performance appraisal activities
  • Develops and maintains documentation (policies and procedures), SOPs and internal training materials
  • Designs, monitors, and refines work processes and procedures so that issues are resolved efficiently and by the appropriate level of skill set
  • Ensures escalated issues are addressed in a timely manner and that established service levels are consistently achieved
  • Uses industry standard measures to report and review contracts metrics
  • Uses industry standard metrics and measures to assess team performance (service quality, staffing levels, service levels, etc.) and adjust resources and processes accordingly
Required Experience
  • 15 – 20  years of experience
Desired Qualifications
  • A four-year degree from an accredited institution, equivalent qualification or experience
  • Proven experience as a higher education technology services leader
  • Excellent knowledge of higher education IT systems, applications and infrastructure
  • Background in designing/developing IT systems and planning IT implementations
  • Solid understanding of data analysis, budgeting and business operations
  • Superior analytical and problem-solving capabilities
  • A strong strategic and business mindset
  • Excellent organizational and leadership skills
  • Outstanding communication and interpersonal abilities
  • A hands-on collaborative style of working is a must
Desired Skills
  • Proven relationship builder; internally and externally
  • Previous higher education clients service experience
  • Proven account management skills required in order to create, maintain and enhance customer relationships
  • Extremely detail oriented
  • Technical competence (understands services, software, hardware)
  • Motivated, goal oriented, persistent and a skilled negotiator
  • High level of initiative and works well in a team environment
  • Excellent written and oral communication skills
  • Handles stressful situations and deadline pressures well
  • Plans and carries out responsibilities with minimal direction