Vice President of Service Delivery

Location: Rockville, MD

JOB SUMMARY:

The Vice President of Service Delivery is a pivotal role focused on the expansion and leadership of LCG's service delivery function. This executive will be entrusted with strategic oversight of LCG's client delivery across multiple portfolios of diverse projects in support of the Federal Government. They will provide thought leadership to LCG clients, teams, and leadership. The role demands a strategic approach to the delivery of multifaceted projects encompassing Infrastructure and Operations, Application Services, and Grants Services, with a strong emphasis on exceptional delivery of current value with a future value focus on modernization and transformation.

The Vice President of Service Delivery ensures the service outcomes are aligned with LCG's mission, values, and strategies. The ideal candidate will possess a robust background in leading substantial modernization projects within large consulting firms in the federal government space, showcasing quantifiable achievements in growth, enhanced customer satisfaction, and mission alignment. This role demands not only the oversight of client-facing portfolios and client relationships but also the leadership of directors, program, and project managers. The Vice President will be expected to mentor these leaders, fostering their professional growth and ensuring the delivery of technical and non-technical elements of projects align with client and company objectives.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Strategic Leadership: Oversee the service delivery department, ensuring alignment with LCG's mission of adding value to our clients' overarching goals.
• Stakeholder Engagement: Regularly engage with various stakeholders, ensuring alignment with their needs and expectations. Ensure active collaboration across LCG functional offices.
• Tailored Solutions: Ensure LCG provides unique solutions or approaches to meet the varied needs of our clients.
• Promote Consistency & Reliability: Ensure services delivered are operational, compliant, and run smoothly, exceeding customer value expectations.
• Consultative Support: Ensure LCG offers strategic deliverables and guidance, focusing on long-term success and driving future value expectations.
• Maintain Accountability & Transparency: Regularly report on operations, performance metrics, and challenges encountered.
• Continuous Improvement: Implement mechanisms for feedback, adaptation, and continuous improvement in service delivery.
• Scalability: Ensure services can be scaled appropriately to meet the LCG's projected growth, from small to large business.
• Drive Efficiency: Ensure services are delivered in a cost-effective manner, meeting or exceeding projections.
• Mentoring & Capacity Building: Provide mentoring, capacity building, and support to the Service Delivery team.

QUALIFICATIONS

EDUCATION & CERTIFICATIONS:

• Bachelor's degree in Business Administration, Management, Engineering, Information Technology, or a related field. A master's degree or MBA is preferred.
• Certifications related to specific areas of expertise preferred.

EXPERIENCE:

• A minimum of 10-15 years of professional experience in service delivery, project management, or consulting, with a significant portion of that experience being in a leadership or management role.
• Extensive experience working within a large consulting agency in support of federal agencies, understanding their unique requirements, procurement processes, and regulations (like the Federal Acquisition Regulation (FAR)).
• A track record of successful management and delivery of large-scale projects or programs, within the federal government sector.
• Prior experience in a client-facing role, with a strong background in managing client relationships and delivering client-focused solutions.

KNOWLEDGE & ATTRIBUTES:

• Strong understanding of IT support services, Grants support services, and consultative support to federal agency leadership.

• Strong leadership and interpersonal skills to lead diverse teams and work with clients and stakeholders across various levels.
• Excellent communication skills, both written and verbal, with the ability to clearly articulate complex issues and solutions.
• Strategic thinking and the ability to align service delivery with the overall business strategy of the firm.
• Risk management skills to identify and mitigate risks associated with service delivery.
• Financial insight to manage budgets, forecast resource needs, and understand the financial implications of service delivery decisions.

• A high degree of professionalism, ethical conduct, and the ability to handle sensitive information discreetly.
• Adaptability to changing environments and the capacity to handle multiple priorities.
• Problem-solving mindset with a focus on efficiency and effectiveness.
• Ability to collaborate with other departments to ensure seamless service delivery across the organization.
• Ability to manage and mentor a team of service delivery managers and staff.