Area Vice President, Service

Summary

The AVP, Service Operations is responsible for leading a high performing team to achieve strategic service objectives for an assigned area of responsibility with approximate revenue accountability of $50M, including direct P & L responsibility.  This role provides strategic direction and leadership to a team of operationally focused service leaders and Associates to achieve exceptional Customer experience and profitable account growth and retention. As a senior member of the Global Service leadership team, this role requires strong competencies in strategic business & organizational planning, driving for results, financial planning and analysis, organizational development, and stakeholder engagement.

This role will cover the Mid-West, to include ND, SD, NE, KS, MN, WI, MI, OH, KY, IN, MO, IO, and IL.

What you'll do as an Area Vice President

Customer Focus & Business Growth (30%)

• You will work collaboratively with sales leadership to provide insights and expertise in support of securing new business and retaining existing Customer base. Support business growth and retention by developing and nurturing strategic relationships in assigned market (industry/operations/service organizations and other related affiliations).
• Assure quality of service through frequent Customer contact and formal quality business reviews in partnership with sales, as needed. Closely partner with sales and internal/external stakeholders to ensure service delivery, processes and coordination are clear, effective and meet Customer needs.
• You will drive continuous improvement with a focus on Customer experience, service quality and profitable growth. Proactively identify Customer needs, facilitate the development and delivery of Customer specific solutions.
• Work collaboratively to ensure effective operational and headcount support processes and practices are in place to achieve Customer satisfaction. Provide timely and accurate revenue forecasts. Continuous analyzes, revises critical success factors for the business and takes timely action to adapt to changing needs.
• You’ll leverage industry knowledge and experience to identify and execute innovative business processes, products and resource planning requirements.
• Work closely with direct report leadership levels and provide direction and coaching, to identify and pursue new service business opportunities within area of responsibility. 
• You will partner with sales and sales support to conduct analysis and action planning related to win/loss trends. As well as partner with sales and key stakeholders to ensure STERIS is effective in Customer relationship management and communications.

What you'll do as an Area Vice President- Continued

Operational Excellence (40%)

• You will develop and clearly communicate business strategies, measure of success and accountability to team.  Provide timely, clear updates to drive operational agility.
• Demonstrate strong business acumen and understand drivers of profitability to enable authoritative and accountable decision-making.
• Develop and track financial forecasts and results to assess resources and operational expense effectiveness. Implement protocols and procedures, as required to ensure cost effective delivery of service.
• Understand talent management and pursue strategies and plans to reduce risks and prioritize opportunities.
• You will provide expertise and data insight to support contract management processes to achieve contract growth, timely renewals, and profitable growth.
• Ensure processes and practices for effective resource management are in place and adaptive to changing Customer and business needs.
• You will be responsible for field service activities relating to repairs and Customer education.
• Responsible for effectiveness and compliance in all operational processes and identifies and escalates Customer and other risks appropriately.
• Establish expectations, process and practices to ensure leaders, Associates and third-party resources represent themselves in a professional manner, as it relates dress code policy and overall high level of work standards.
• Develop and provide operational data insights and expertise related to forecasting, pricing, sales, and marketing efforts.
• You’ll ensure processes and controls are in place and enforce current standards, codes and procedures, regarding safe and effective use of equipment and auto maintenance programs.

Leadership & Talent Management (40%)

• In partnership with Sr Leadership, effectively communicates business and workforce strategy and priorities. Ensure objectives are understood and communicated effectively to teams in order to support strategic plans and business objectives. 
• You will act as a champion in identifying and executing change management efforts to ensure ROI on business and talent investments.  
• Champion a culture of safety and drives safety initiatives across the organization.
• You will work closely with HR leadership to plan, execute and drive effective talent attraction, retention, and engagement strategies. Identify organization structure opportunities/ gaps and works collaboratively to address them.
• Provide oversight to the talent development processes, including goal setting, evaluating performance, career development, salary administration, and succession planning.
• You’ll be responsible for developing high performing leaders and teams.  Provide oversight to staff planning and management, developing and coaching to support leadership bench.
• Identify leadership and Associate development and training need. Champion and model effective career development processes and coaching discussions within assigned team.
• You will establish goals and strategies to achieve talent and performance metrics that are critical to success (turnover, engagement, hiring, development).

The Experience, Skills and Abilities Needed

Required

• Bachelor’s degree required, MBA preferred
• For internal applicants only, in lieu of degree, must have a minimum of 15 years relevant experience and VP/GM approval. Experience may include military, industry or other directly related technical repair and service experience. May include a signed acknowledgement by Associate to actively pursue a degree program or other designated professional certification.
• Must have 15 years of combined experience in service planning, execution and data analysis in the operations, sales, industry, and technical repair/maintenance services.
• Minimum of 5 years progressive leadership experience with demonstrated agility in stakeholder engagement and organizational planning and effectiveness. 
• Exceptional executive level leadership competencies with proven results in developing high performing teams.  
• Prior P&L, budget management and operational reporting, as well as analysis skills.
• In-depth understanding of Customer’s business, strategies and needs. Must have experience in analyzing and translating data into valuable Customer and operational insights.
• Demonstrated success in developing and executing business strategies, within financial and operational targets.

Preferred

• Experience leading field based/home based employees strongly preferred.
• Experience leading and driving continuous improvement approaches and mindset strongly preferred.

What STERIS Offers

We value our employees and are committed to providing a comprehensive benefits package that supports your health, well-being and financial future.
 

Here is a brief overview of what we offer:
 

• Career progression path with growth and training opportunities 
• Competitive pay
• Annual merit review and incentive plans
• Business travel and all related expenses paid
• Medical, vision, prescription, dental and life insurance
• 401(k) with a company match
• Tuition assistance