VP Client Technical Support Job Newark area,New Jersey USA,IT/Tech

Lead 24x7x365 production support operations for multiple lines of business
Design and execute an AI-first service delivery transformation
Build and scale a segment-based servicing model aligned with client complexity, revenue profile, product adoption, and business needs
Lead across multiple geographies and establish organizational alignment and decision-making discipline
Partner with Product, Product Development, and Enterprise Technology Group leaders to deliver self-service, automation, predictive insights, and digital workflows
Redesign segmentation and service models to align client needs with support delivery and optimize capacity, productivity, and margin
Define global governance, performance measures, and adoption plans for new support capabilities
Influence senior leaders across the global peer group on service strategies, governance models, and platform investments
Advocate for common global capabilities that improve scalability and service delivery
Lead the Partner Optimization and Support teams and provide tailored consulting services and support
Drive excellence in the professional services group focused on partner relationships
Establish performance benchmarks, service metrics, governance routines, and documented processes
Oversee budget, revenue, expense, and cost management activities
Lead, coach, and develop directors and senior leaders across multiple locations and time zones
Build succession plans and foster a culture of execution, collaboration, and continuous improvement

Requirements

12+ years of experience in client support, partner support, professional services, service delivery, or operations within payments, fintech, financial services, or enterprise technology environments
10+ years of experience managing and developing teams, including senior leaders, with responsibility for coaching, organizational design, succession planning, and performance management across multiple teams or locations
10+ years of experience building and managing internal partner relationships, including delivering consulting or support services that improve operational performance and client satisfaction
Proven experience driving operational delivery model transformation, including defining strategy, establishing outcome-based KPIs, developing investment business cases, and executing change with broad adoption across teams
Proven experience in technology-driven product development and management that enhances operational processes and support functions for client technology organizations
Experience establishing measurable service benchmarks, governance processes, escalation frameworks, and operational controls using data to drive decisions and continuous improvement
Experience managing budgets, expense models, resource planning, and organizational performance in a complex enterprise environment
Bachelor's degree or higher in business, information technology, engineering, or a related field, or equivalent combination of education, related experience and/or military experience
Experience leading partner optimization, professional services, or consulting organizations in a financial technology environment
Familiarity with support models serving both external clients and internal business partners
Experience driving service innovation, process automation, or operational transformation initiatives
Ability to work on-site Monday through Friday
Ability to use a computer and audio equipment

Core Competencies

Demonstrates expertise in leading production support operations and service delivery transformation within financial technology environments. Proven ability to manage teams, establish governance models, and drive operational excellence through data-driven decision-making.

Highest-signal resume keywords

Client Support Management
Operational Delivery Model Transformation
Team Development and Coaching
Service Innovation and Automation
Budget and Resource Management

Hard Skills

Service Delivery
Operational Performance Improvement
KPI Development
Change Management
Governance Processes
Performance Management
Consulting Services
Process Automation
Data-Driven Decision Making
Succession Planning

Soft Skills

Collaboration
Leadership
Communication
Coaching
Continuous Improvement

Industry Keywords

Fintech
Financial Services
Enterprise Technology
Partner Optimization
Professional Services
Client Technology
Service Metrics
Segmentation Models
Digital Workflows
Performance Benchmarks