VP Enterprise Applications

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