VP, Resolution Services

Confirmed live in the last 24 hours

New Era Technology

Remote

Posted April 6, 2026

Job Description

Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 3,000 professionals, we're committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale.

At New Era, you'll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Guided by our core attributes — putting people first, embracing continuous learning, and thriving through collaboration and inclusion — we nurture our people to deliver exceptional customer service.

If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work—together

VP, Resolution Services position with New Era Technology offers you the following:

Full Benefits
Medical
Dental
Vision
401K match
7 company holidays + generous PTO

The VP, Resolutions Services role will lead New Era’s Midmarket Resolution Support Services teams, overseeing service delivery across Customer Service and Resolution Center functions. The position is responsible for achieving high customer satisfaction, meeting service-level commitments, and driving overall performance through effective communication, capacity management, and team leadership. The role partners closely with Pre-Sales, Post-Sales, and Sales leaders to forecast demand, align operations, and support the successful onboarding and ongoing delivery of managed services. Accountability includes resource planning, operational execution, and KPI-driven performance management to ensure consistent, high-quality service delivery.

PRIMARY DUTIES:

Strategic Leadership & Vision

Provide support in shaping and carrying out the long-term vision and strategy for IT Resolution Support Services. Ensure these efforts are consistently aligned with corporate objectives and growth targets.
Collaborate with executive leadership and Managing Directors to set measurable outcomes, key performance indicators, and success benchmarks for the practice.
Lead transformation initiatives that modernize service delivery, including the integration of automation, artificial intelligence, and scalable operating models.
Monitor technology trends, customer requirements, and competitive opportunities to drive continuous evolution of the services portfolio.

Operational Excellence & Service Delivery

Manage comprehensive service delivery across Customer Service and Resolution Center functions, ensuring consistent and high-quality execution.
Establish and uphold enterprise-wide service standards, KPIs, and reporting frameworks to promote accountability and transparency.
Ensure fulfillment of service level agreements, contractual requirements, customer satisfaction metrics (CSAT/NPS), and financial performance objectives.
Spearhead capacity planning and workforce strategy to optimize resource allocation and support organizational growth.
Implement scalable processes, tools, and governance models to guarantee consistent service delivery across all client segments.

Cross-Functional Alignment & Growth Enablement

Work closely with Sales, PreSales, PostSales, and Customer Success leadership to ensure alignment on forecasting, onboarding, and lifecycle service delivery.
Support revenue growth by aligning with Managed Solutions, ensuring that services are delivered efficiently and profitably.

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