VP, IIM Professional Services

About the role

The Vice President, Professional Services leads BlueIrisIQ’s service delivery organization across Professional Services, Custom Development, Help Desk, and Managed Services. This role is accountable for delivery performance, customer satisfaction, team effectiveness, scalable service operations, and the financial performance of the assigned P&L. The VP partners with Sales, Customer Success, Operations, and Executive Leadership to convert demand into profitable delivery, strengthen recurring services, and ensure clients receive high-value information management solutions.

Responsibilities

• Lead the full-service delivery portfolio.
  • Set the strategy, operating model, priorities, and performance expectations for Professional Services, Custom Development, Help Desk / Customer Support, Managed Services, and related delivery operations.
• Own financial performance.
  • Manage the assigned P&L, including budgeting, forecasting, revenue growth, gross margin, operating expenses, utilization, billing accuracy, and actual reporting.
• Drive profitable delivery and execution.
  • Establish consistent project, program, support, and managed services delivery practices that improve quality, predictability, customer outcomes, and profitability.
• Partner with Sales and Customer Success.
  • Support opportunity strategy, solution scoping, services estimating, pipeline planning, customer expansion, and revenue conversion while ensuring commitments are realistic and supportable.
• Oversee customer support and managed services.
  • Ensure Help Desk and Managed Services teams meet service level expectations, manage escalations effectively, retain customers, and continually improve the support experience.
• Lead Custom Development.
  • Provide oversight for development, integrations, workflow automation, enhancements, and client-specific solution extensions; ensure custom solutions are practical, high-quality, secure, maintainable, and aligned to BlueIrisIQ’s technology portfolio.
• Build scalable operating discipline.
  • Define reporting, KPIs, escalation processes, capacity plans, staffing models, resource utilization practices, and service delivery improvements that reduce friction and support growth.
• Develop people and leaders.
  • Mentor and develop team members, strengthen technical and leadership capability, support training programs, and build an accountable, customer-focused culture.
• Manage customer satisfaction and executive escalations.
  • Serve as a senior escalation point for delivery, technical, support, customer service, and sales-related issues; engage directly with customers when needed to resolve issues and strengthen relationships.
• Support strategic initiatives and integrations.
  • Contribute to business planning, service offering development, vendor / partner coordination, and acquisition due diligence or integration activities related to Professional Services, Support, Managed Services, and Custom Development.

Qualifications

• Executive-level P&L ownership, financial discipline, forecasting, margin management, and business operations leadership.
• Experience leading multi-disciplinary technology services teams across Professional Services, Managed Services, Help Desk, and Custom Development.
• Strong understanding of professional services profitability, utilization, recurring revenue models, managed services operations, support delivery, and customer satisfaction measures.
• Ability to create scalable delivery processes, reporting models, governance practices, and resource plans.
• Strong cross-functional leadership with Sales, Customer Success, Operations, vendors, and executive stakeholders.
• Knowledge of document capture, enterprise content management, workflow automation, integrations, and intelligent information management solutions.
• Microsoft Office proficiency, including Word, Excel, PowerPoint, Visio, Project, Access, and Outlook.
• Knowledge of Kofax / Tungsten, Hyland OnBase, Square 9, and adjacent document management / workflow platforms preferred.

Experience

• 10+ years of experience in Professional Services, IT Services, Document Management Services, Managed Services, Customer Support, Custom Development, or related technology service organizations.
• 8+ years delivering or leading complex IIM / ECM / workflow / capture / automation solutions.
• 8+ years in strategic or tactical management, customer service management, support leadership, or service delivery leadership.
• 8+ years managing a P&L, departmental budget, or business unit financial performance.
• Demonstrated success scaling service organizations while improving profitability, quality, customer satisfaction, and operational discipline.
• Proven ability to develop leaders, retain strong technical talent, and build accountable, customer-focused teams.

Education

• Four-year college degree preferred; equivalent technical education and/or relevant work experience may be considered.
• Relevant certifications in project management, IT service management, enterprise content management, workflow automation, cloud platforms, or software delivery are preferred.

Preferred Technology / Domain Experience

• Enterprise content management, document capture, workflow automation, information governance, and intelligent document processing.
• Professional services, managed services, support/help desk operations, and custom development delivery models.
• Kofax / Tungsten, Hyland OnBase, Square 9, Microsoft ecosystem tools, cloud platforms, and enterprise integration patterns.

About Us

This posting reflects an existing vacancy that we are actively recruiting for. Cette annonce correspond à un poste actuellement vacant pour lequel nous recrutons activement.

About Konica Minolta

Konica Minolta Business Solutions' (Konica Minolta) journey started more than 150 years ago, with a vision to see and do things differently. The company partners with clients to Give Shape to Ideas by supporting their digital transformation through its expansive Intelligent Connected Workplace portfolio. Its business technology offerings include IT Services, intelligent information management, video security solutions and managed print services, as well as office technology and industrial and commercial print solutions. 2025 marks Konica Minolta’s 20th anniversary in production print, for which it celebrates "20 Years of Excellence, Innovation and Impact," and continues to lead the way in digital commercial printing. This year also commemorates 20 years of Konica Minolta’s bizhub brand. Over the past two decades, the bizhub series has revolutionized office technology and redefined how businesses operate. It has continuously evolved to meet the needs of modern workplaces, fueled by advances in technology and a commitment to innovation. Konica Minolta is proud to be ranked on the Forbes 2025 America's Best Large Employers list, included on CRN’s MSP 500 list numerous times; recognized as the #1 Brand for Customer Loyalty in the MFP Office Copier Market by Brand Keys for eighteen consecutive years and presented with Keypoint Intelligence’s BLI 2025 and 2021 A3 Line of The Year and BLI 2021-2023 Most Color Consistent A3 Brand Awards for its bizhub One i-Series. For more information, please visit Konica Minolta online and follow it on Facebook, YouTube, LinkedIn and Twitter. Konica Minolta operates on a North American Shared Services model, which aligns cross-border priorities and enhances delivery to its field organization. This combines service functions in the U.S. and Canada, ultimately providing more resources to support areas such as sales administration, logistics and supply chain, marketing, product planning, finance, IT, HR and legal.

Salary Disclaimer

Konica Minolta is committed to transparent and equitable compensation practices. Our pay structure is designed to support employee growth, allowing individuals to progress through the salary range as they advance in their role. Actual base pay offered will vary based on a candidate’s skills, experience, job-related knowledge, geographic location, and specific business needs.

AI Disclosure

Konica Minolta Business Solutions (Canada) Ltd., or its authorized third-party contractors, may employ Artificial Intelligence technologies to support elements of the recruitment process. Notwithstanding this, Applications are reviewed by our recruitment team, who always make the final hiring decision.

EEO Statement

Konica Minolta is an equal opportunity and affirmative action employer. We consider all qualified applicants for employment without regard to race, color, religion, creed, national origin, sex, pregnancy, age, sexual orientation, transgender status, gender identity, disability, alienage or citizenship status, or veteran status.