VP of Service Delivery
Yottaa, Inc, Boston, MA, United States
At Yottaa, we are dynamically changing how major retailers think about the eCommerce channel. By improving site performance by over 30%, our Acceleration Platform makes the shopping experience fast, smooth, and engaging. It gives our clients the freedom to innovate with new technologies, significantly increasing their conversion rates and allowing them to direct their development resources to create new functionality.
We are seeking an accomplished and strategic Vice President of Service Delivery to lead the teams and infrastructure supporting Yottaa's Managed Services and Professional Services. Reporting to the COO, the VP of Service Delivery will play a key role in optimizing cloud operations, managing Technical Account Management and Professional Services, and ensuring exceptional customer engagement and satisfaction. This role demands a deep understanding of operational security, compliance, and cloud-native infrastructure, as well as a proactive approach to incident management and financial performance. The VP will be instrumental in driving service reliability, client retention, and team productivity, making a lasting impact on both Yottaa’s service quality and customer success.
Key Responsibilities
Managed Service Delivery- Build and manage a team of Technical Account Managers (TAMs) assigned to key WPS customers, ensuring that they act as trusted advisors to drive customer engagement, satisfaction and Net Retained Revenue.
- Work with Product Management, Performance Engineering and Development to evolve integrated service offerings to solve customer problems, improve Yottaa's value proposition and drive revenue.
- Develop customer service processes to consistently anticipate needs, identify improvement opportunities, and proactively address customer concerns.
- Measure and track customer satisfaction metrics, driving improvements to support long-term customer retention and account growth.
- Participate as needed in Sales pursuits to represent reliability of Yottaa's infrastructure, operating procedures and Technical Account Management.
- Work with Yottaa's Executive Team to develop and deliver consulting services to audit customers' first-party code performance, to recommend site optimizations and to provide support in moving to composable architectures.
- Manage infrastructure and service delivery of Yottaa's software products and integrated offering of Yottaa software and third-party services from partners at AWS, Fastly and HumanSecurity.
- Formalize Site Reliability Engineering (SRE) practices to ensure service stability and support product development.
- Work with Product Management and Development to implement initiatives to transition infrastructure to cloud-native environments and consolidate monitoring tools for improved operational efficiency.
- Ensure the operational security of client web infrastructure, including regular audits, vulnerability management, and implementation of best security practices.
- Work closely with partners (e.g., Fastly, AWS, and Human) to secure CDN, cloud, and security services provided to clients.
- Develop and deploy security awareness and incident response training across teams to mitigate risks and respond to security threats effectively.
- Manage contract CISO. Implement processes for proactive threat monitoring and rapid remediation of vulnerabilities to maintain compliance with security standards. Provide reporting to the Yottaa Board as required.
- Obtain and maintain ISO and other certifications as required.
- Lead the creation of a robust Incident Response Program, overseeing the resolution of critical incidents (including Security Incidents) and ensuring minimal impact to customer operations.
- Develop processes for problem management to identify root causes and prevent recurring issues, using automated monitoring tools for faster detection and resolution.
- Ensure team adherence to ITIL-based practices for incident and problem management to maintain high service quality and minimize downtime.
- Oversee communication during incidents, ensuring timely and transparent updates to customers and internal stakeholders.
- Drive financial performance in achieving gross margin targets.
- Manage delivery costs through strategic partner negotiations and optimizing service delivery processes.
- Manage profitability of service delivery by improving personnel productivity.