VP, Managed Service Operations

As the VP of Managed Service Operations at Hachette Book Group, you will be responsible for establishing and leading a Managed Service Organization. Key duties include enhancing operational efficiencies, building a cohesive operation with onshore and offshore teams, developing service management processes, and ensuring high-quality issue resolution. Your role is critical in driving continuous improvement and maintaining performance standards across all managed services.

Candidates for the VP, Managed Service Operations position at Hachette Book Group should have a BA/BS degree in MIS, CS, or a related field, along with significant experience in service operations. You should also have at least 5 years of experience in a senior leadership role managing multiple service functions and a solid understanding of multi-cloud environments and enterprise systems.

Essential skills for the VP, Managed Service Operations position include strong analytical problem-solving abilities, deep knowledge of cloud services such as Azure and Oracle, experience with ERP systems, and a disciplined approach to service management. You should also possess excellent communication skills to engage with both internal and external stakeholders effectively.

The compensation for the VP, Managed Service Operations role at Hachette Book Group is set at $170,000 per year. Additionally, there may be opportunities for discretionary bonuses and overtime depending on workload requirements, ensuring competitive remuneration for a role critical to our operations.

Hachette Book Group offers an extensive benefits package for the VP, Managed Service Operations role, including medical, dental, and vision insurance, life and disability coverage, PTO, and a 401(k) plan. Additional perks include tuition reimbursement, employee assistance programs, and various group discounts, fostering a supportive work environment for our employees.

Hachette Book Group is committed to fostering a diverse workplace, a principle that extends to hiring for the VP, Managed Service Operations position. The organization actively promotes equal employment opportunities, ensuring that all candidates are considered without discrimination based on race, gender, age, or other protected characteristics, creating a rich tapestry of talent and perspectives.

Candidates can expect a collaborative and inclusive work culture at Hachette Book Group. The VP, Managed Service Operations will work closely with a range of teams, including IT development and operations, fostering a hands-on approach while promoting continuous improvement and engagement across diverse functions within the organization.

In answering this question, focus on specific instances where you built or improved a Managed Service team. Discuss the strategies implemented to enhance service efficiency and how you handled challenges in a multi-cloud environment, emphasizing outcomes and lessons learned.

To effectively address this, provide examples of past experiences where you successfully cultivated trust and cooperation among key business leaders and external vendors. Highlight your communication strategies and how you ensure transparency in operations.

When responding, demonstrate your knowledge of relevant KPIs such as incident resolution time, service level agreements adherence, and customer satisfaction scores. Discuss your insights into how these metrics inform continuous improvement and operational decision-making.

Discuss your conflict resolution methodology, emphasizing active listening, empathy, and collaboration. Provide a scenario where you successfully resolved an issue, detailing your step-by-step approach and the resolution outcome.

Share your experience with methodologies like Lean or Agile and how these have been applied in your previous roles. Highlight initiatives you have led that resulted in significant improvements in efficiency or service delivery.

Provide a thorough overview of a specific project, detailing your role, the challenges encountered, and how you navigated those within a multi-cloud framework. Discuss the outcomes and any positive feedback you received.

Detail your familiarity with specific ERP systems, particularly Oracle ERP, and discuss how you've leveraged them to enhance business processes. Touch upon deployment experiences and outcomes achieved to give a well-rounded answer.

Talk about your time management approaches and any tools you've used to streamline task prioritization. Give an example of a time you balanced multiple urgent demands and the strategies employed to successfully manage your workload.

Share your perspective on the implementation and benefits of self-service options. Discuss specific instances where self-service capabilities improved user experience and service efficiency, emphasizing your approach to encouraging user adoption.

In your response, reflect on how you dedicate time to professional development through courses, conferences, and networking. Mention any specific resources you rely on to stay informed about trends and innovations relevant to Managed Services.