Vice President - Real Time Monitoring (RTM)

The Vice President (VP) of Real-Time Monitoring (RTM) is a senior leadership position responsible for overseeing the operations and strategic direction of the monitoring center.
This role requires a strong combination of technical expertise, leadership skills and business acumen. The VP RTM is responsible for ensuring the efficient and effective functioning of the monitoring center, while maintaining high standards of quality, security and customer service.

Key Responsibilities

• Strategic Planning: Develop and implement a strategic vision for the monitoring center aligned with the organisation’s goals and objectives. Identify opportunities for growth, improvement and innovation in monitoring center operations.
• Operations Management: Oversee the day-to-day operations of the monitoring center, including monitoring activities, incident response and coordination with internal and external stakeholders. Ensure compliance with applicable regulations, industry standards and best practices.
• Team Leadership: Provide strong leadership and guidance to the monitoring center staff. Foster a positive work environment, promote teamwork and encourage professional development. Set performance goals, provide feedback and manage staffing requirements.
• Technology and Infrastructure: Stay updated with the latest monitoring technologies, tools and systems. Evaluate and implement appropriate technologies to enhance the efficiency and effectiveness of the monitoring center. Ensure the availability and reliability of infrastructure and equipment.
• Quality Assurance: Establish and enforce quality assurance processes to ensure accurate and timely monitoring services. Implement performance metrics, monitor key performance indicators and analyse data to identify areas for improvement. Develop and implement corrective actions as needed.
• Customer Service: Ensure exceptional customer service by developing and maintaining strong relationships with clients. Address customer inquiries, concerns and escalations in a timely manner. Work closely with the sales and account management teams to identify and pursue new business opportunities. Support the marketing team with the development of relevant case studies, thought-leadership content and other materials.
• Financial Performance: Provide input into RTM P&L throughout the year, monitoring incoming cost drivers.
• Risk Management: Assess and manage risks associated with the monitoring center operations. Develop and implement risk mitigation strategies, disaster recovery plans and business continuity procedures. Maintain a robust security posture to protect sensitive information and ensure compliance with data protection regulations.
• Reporting and Analytics: Prepare regular reports and presentations for senior management, highlighting key performance indicators, operational metrics and financial results. Provide strategic insights based on data analysis to drive informed decision-making.
• Data & Digital: Continue with the practical implementation of AI within the RTM service line to increase efficiency, effectiveness and quality.

Essential

Qualifications, experience & knowledge

• Proven experience in a leadership role within a monitoring center or similar environment.
• Strong understanding of monitoring technologies, incident response protocols and industry best practices.
• Demonstrated ability to develop and execute strategic plans, drive operational excellence and achieve business objectives.
• Excellent communication and interpersonal skills, with the ability to interact effectively with stakeholders at all levels.
• Strong problem-solving and decision-making skills, with the ability to handle high-pressure situations.
• Demonstrated leadership abilities, including team building, coaching and mentoring.
• Strong knowledge of data & digital technologies and demonstrated practical experience of related tools including AI and digital twins.

Desirable

• Bachelor’s degree (or higher) in a relevant field (e.g., Computer Science, Engineering, Business Administration).
• Knowledge of relevant regulations and standards (e.g., HIPAA, GDPR, ISO 27001).
• Experience with quality assurances processes, data analysis and performance measurement.
• Sound financial acumen, including budgeting, forecasting and resource allocation.