Vice President - Modern Workplace Services (Austin)

Job Summary

The Vice President of Modern Workplace Services is responsible for defining and executing the end-to-end strategy for SHI’s Modern Workplace Services (End User Compute) business, including solution development, services delivery, project execution, partner ecosystem, and sales enablement. This leader will drive revenue growth, improve margin quality, and operationalize a scalable, repeatable delivery model that ensures consistent customer outcomes and strong project execution across the global business.

Role Description

1. Strategy & Business Growth

• Define and execute a multi-year Modern Workplace Services strategy aligned to SHI’s solution pillar objectives.
• Drive revenue growth while improving margin quality, mix, and operational efficiency.
• Identify and scale high-impact offerings across EUC, collaboration, and managed services.
• Own pipeline health, forecasting, and long-term financial performance.

2. Service Delivery & Operational Excellence

• Build and lead a best-in-class Modern Workplace services organization , ensuring consistent, high-quality delivery across all engagements.
• Establish standardized:
• Service catalogs and offerings
• Delivery methodologies (internally delivered vs. partner-led services)
• Runbooks and execution frameworks
• Drive improvements in:
• Service profitability
• Utilization and capacity planning
• Delivery quality and customer satisfaction
• Ensure services are scalable, repeatable, and aligned to financial and operational KPIs.

3. Project Management & Execution Discipline

• Establish a formal project and program management framework across all Modern Workplace Services initiatives and customer engagements.
• Ensure all projects have:
• Clearly defined scope, ownership, and success criteria
• Standardized governance (timelines, milestones, risk management)
• Measurable outcomes tied to customer value and financial performance
• Drive accountability through:
• Structured project reviews
• Performance dashboards and reporting
• Escalation and risk mitigation processes
• Partner with delivery and sales leadership to ensure seamless transition from deal qualification to project execution.

4. Modern Workplace Services Transformation

• Transform the services organization into a disciplined, data-driven operating model :
• Implement qualification frameworks to prioritize high-value opportunities
• Define clear processes from opportunity intake to delivery to optimization
• Reduce inefficiencies caused by:
• Siloed teams
• Overly broad services portfolio
• Lack of standardized processes
• Drive continuous improvement through measurement, feedback loops, and execution controls.

5. Operating Model & KPI Discipline

• Implement a consistent operating rhythm:
• Weekly performance reviews
• Monthly business reviews
• KPI-driven decision-making
• Align KPIs across:
• Sales (pipeline quality, conversion)
• Services (utilization, margin, delivery performance)
• Customer success (experience, retention)
• Create visibility and accountability across all functional leaders.

6. Partner & Ecosystem Leadership

• Define and execute a global partner strategy across OEMs and service providers.
• Establish structured partner lifecycle management:
• Capability definition
• Governance and alignment
• Enablement and onboarding
• Performance measurement and optimization
• Deepen strategic partnerships (e.g., Microsoft, OEMs) to accelerate growth and differentiation.

7. Sales Enablement & Go-to-Market

• Enable sales teams with:
• Clear messaging and solution positioning
• Standardized qualification frameworks
• Improved deal inspection and pipeline rigor
• Increase win rates and sales productivity by improving opportunity quality and focus .

8. Customer Value & Experience

• Position SHI as a trusted partner enabling customers to:
• Reduce IT complexity and cost
• Improve employee experience and collaboration
• Accelerate time-to-value from technology investments
• Ensure every engagement delivers measurable business outcomes.

9. Organizational Leadership

• Assess and evolve organizational design to support scale and efficiency.
• Build a high-performance culture centered on:
• Ownership and accountability
• Simplicity and clarity
• Execution excellence
• Develop leadership bench strength across sales, services, and delivery teams.

Behaviors and Competencies

• Leadership: Can lead strategic team initiatives, inspire others to take leadership roles, and foster a culture of shared responsibility and continuous improvement.
• Customer Service: Can lead strategic customer service initiatives, inspire others to prioritize customer service, and foster a culture of continuous customer service improvement.
• Continuous Improvement: Can lead others in identifying and implementing major improvements and proactively drive continuous improvement across the organization.
• Communication: Can lead and model exceptional communication at all levels of the organization, develop and implement communication strategies, and coach others to improve their communication skills.
• Problem-Solving: Can lead strategic problem-solving initiatives, inspire others to improve their problem-solving skills, and foster a culture of proactive problem-solving.
• Decision-Making: Can lead organizational decision-making, mentor others in developing decision-making skills, and create frameworks that enhance the decision-making capabilities of the team.
• Change Management: Can lead and model exceptional change management at all levels of the organization, can develop and implement change management strategies, and can coach others to improve their change management skills.
• Relationship Building: Can lead strategic collaborations, inspire others to build relationships, and foster a culture of teamwork and mutual respect.
• Team Development: Can inspire a culture of teamwork across the organization, fostering cooperation, communication, and mutual respect among all staff members.

Skill Level Requirements

• Ability to communicate and position complex products, services, or solutions by understanding stakeholder needs and articulating value.
• Ability to lead large-scale service or operational initiatives through to successful completion.
• Ability to build and sustain strategic relationships with internal and external partners.
• Strong business acumen, including understanding of market dynamics, operational models, and organizational strategy.
• Ability to manage performance at individual, team, and organizational levels.
• Expertise in talent development, workforce planning, and leadership capability building.

Other Requirements

• 10–15+ years of leadership experience in Modern Workplace Services, EUC, or IT Services
• Proven track record of building and scaling services delivery organizations and project execution models
• Strong background in:
• Managed services and service delivery frameworks
• Project/program management at scale
• Partner ecosystem strategy
• Experience driving KPI-led operating models and financial performance
• Executive presence with ability to drive alignment across senior leadership
• Demonstrated experience leading teams and managing organizational performance
• Ability to work across regions and functions in a global environment
• Willingness to travel as needed based on business requirements

The estimated annual pay range for this position is $350,000 - $425,000 which includes a base salary and bonus. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.

Equal Employment Opportunity – M/F/Disability/Protected Veteran Status