The Vice President of Service Delivery provides strategic leadership to deliver a world-class customer experience through an innovative omni-channel support model, including community engagement, live chat, knowledge base, and traditional technical support.

This role oversees a team of senior leaders and skilled engineers, driving excellence through effective coaching, team development, and alignment with organizational goals. Leveraging extensive technical support experience, the VP leads digital transformation initiatives to modernize processes, enhance operational efficiency, and improve customer satisfaction.

Key responsibilities include implementing cutting-edge strategies, resolving high-level customer escalations, and fostering collaboration across product, sales, and engineering teams. The VP ensures support functions align with business objectives, driving continuous improvement and exceptional outcomes. This role demands visionary leadership, strategic thinking, and a commitment to innovation and customer success.

Strategic Planning

• Influence and lead strategic initiatives for Global Support through F5s business and digital transformation creating a new Support paradigm.
• Contribute to or lead cross-functional projects and initiatives in line with the corporate strategy.
• Provide insights on industry directions and business process best practices.
• Team Management of 200+ employees

Customer Engagement

• Lead the planning, implementation, execution, and successful achievement of customer satisfaction objectives, process improvements & optimization, and internal quality audits (ISO9001:2015).
• Collaborate with internal key stakeholders and external resources to achieve above industry standard customer satisfaction.
• Manages executive customer escalations.

Operational Leadership

• Facilitate and be accountable for an active operational environment to uphold high customer satisfaction & various operational metrics.
• Provide direction and experience with case management ticketing systems and workforce management programs.
• Contribute to or lead process and infrastructure improvements within an ISO9001:2015 certified environment.
• Financial and Commercial Business Accountability
• Via strong cost management and discipline, accountable for multimillion dollar budgets, commercial understandings, and fiscal commitments.
• Recruit, onboard, and manage performance to build high-performing teams that positively contribute to the company’s success.
• Be accountable for the performance of technical and non-technical team members to provide customer technical support in a 7×24 omni channel follow the sun operation.
• Provide leadership to customer facing technical security team alerting to emergency security situations inclusive of, but not limited to vulnerability management.
• Foster a knowledge focused KCS organization accountable for a strategic Digital Services Team

• Bachelor’s degree required; Master’s or MBA degree preferred.
• 15+ years of progressive leadership in global customer support or related functions.
• 8+ years of technical team management experience.
• 20% International travel required.
• Proven success in business transformation and strategic planning to drive measurable results.
• Strong leadership experience, including coaching senior leaders and building high-performing teams in matrix organizations.
• Expertise in customer experience, financial performance, and support center operations, with a focus on key performance metrics.
• Deep knowledge of F5 products, services, and strategic positioning to achieve optimal insights and success with respect to F5’s customer experience and financial performance.
• Excellent communication skills, including the ability to simplify complex technical issues for diverse audiences and engage executive stakeholders.
• Advanced financial planning, budgeting, and analytical skills.
• Creative problem-solving and decision-making expertise with familiarity in Problem Management and Closed-Loop Feedback methodologies.
• Proficient in understanding and leveraging key performance metrics to drive business success.