VP, IIM Professional Services

Overview

The Vice President, Professional Services leads BlueIrisIQ's service delivery organization across Professional Services, Custom Development, Help Desk, and Managed Services. This role is accountable for delivery performance, customer satisfaction, team effectiveness, scalable service operations, and the financial performance of the assigned P&L. The VP partners with Sales, Customer Success, Operations, and Executive Leadership to convert demand into profitable delivery, strengthen recurring services, and ensure clients receive high-value information management solutions.

• Lead the full-service delivery portfolio. Set the strategy, operating model, priorities, and performance expectations for Professional Services, Custom Development, Help Desk / Customer Support, Managed Services, and related delivery operations.
• Own financial performance.Manage the assigned P&L, including budgeting, forecasting, revenue growth, gross margin, operating expenses, utilization, billing accuracy, and actual reporting.
• Drive profitable delivery and execution.Establish consistent project, program, support, and managed services delivery practices that improve quality, predictability, customer outcomes, and profitability.
• Partner with Sales and Customer Success.Support opportunity strategy, solution scoping, services estimating, pipeline planning, customer expansion, and revenue conversion while ensuring commitments are realistic and supportable.
• Oversee customer support and managed services.Ensure Help Desk and Managed Services teams meet service level expectations, manage escalations effectively, retain customers, and continually improve the support experience.
• Lead Custom Development. Provide oversight for development, integrations, workflow automation, enhancements, and client-specific solution extensions; ensure custom solutions are practical, high-quality, secure, maintainable, and aligned to BlueIrisIQ's technology portfolio.
• Build scalable operating discipline.Define reporting, KPIs, escalation processes, capacity plans, staffing models, resource utilization practices, and service delivery improvements that reduce friction and support growth.
• Develop people and leaders.Mentor and develop team members, strengthen technical and leadership capability, support training programs, and build an accountable, customer-focused culture.
• Manage customer satisfaction and executive escalations.Serve as a senior escalation point for delivery, technical, support, customer service, and sales-related issues; engage directly with customers when needed to resolve issues and strengthen relationships.
• Support strategic initiatives and integrations.Contribute to business planning, service offering development, vendor / partner coordination, and acquisition due diligence or integration activities related to Professional Services, Support, Managed Services, and Custom Development.

• Executive-level P&L ownership, financial discipline, forecasting, margin management, and business operations leadership.
• Experience leading multi-disciplinary technology services teams across Professional Services, Managed Services, Help Desk, and Custom Development.
• Strong understanding of professional services profitability, utilization, recurring revenue models, managed services operations, support delivery, and customer satisfaction measures.
• Ability to create scalable delivery processes, reporting models, governance practices, and resource plans.
• Strong cross-functional leadership with Sales, Customer Success, Operations, vendors, and executive stakeholders.
• Knowledge of document capture, enterprise content management, workflow automation, integrations, and intelligent information management solutions.
• Microsoft Office proficiency, including Word, Excel, PowerPoint, Visio, Project, Access, and Outlook.
• Knowledge of Kofax / Tungsten, Hyland OnBase, Square 9, and adjacent document management / workflow platforms preferred.

• 10+ years of experience in Professional Services, IT Services, Document Management Services, Managed Services, Customer Support, Custom Development, or related technology service organizations.
• 8+ years…