At F5, we strive to bring a better digital world to life. Our teams empower organizations across the globe to create, secure, and run applications that enhance how we experience our evolving digital world. We are passionate about cybersecurity, from protecting consumers from fraud to enabling companies to focus on innovation.Everything we do centers around people. That means we obsess over how to make the lives of our customers, and their customers, better. And it means we prioritize a diverse F5 community where each individual can thrive.Role Overview: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.Sounds interesting? Read on!What you will do:Strategic PlanningInfluence 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+ employeesCustomer EngagementLead 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 LeadershipFacilitate 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 AccountabilityVia 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 7x24 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 TeamWhat you will bring: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.What You’ll Get:Hybrid working modeCareer growth and development opportunitiesRecognitions and RewardsEmployee Assistance ProgramCompetitive pay, , and cool perksDynamic Interest GroupsApply if you believe your own unique capabilities can contribute to the success of this role and our organization!#LI-TL1The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.Please note that F5 only contacts candidates through F5 email address (ending with @f5.com) or auto email notification from Workday (ending with f5.com or @myworkday.com).Equal Employment OpportunityIt is the policy of F5 to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, sensory, physical, or mental disability, marital status, veteran or military status, genetic information, or any other classification protected by applicable local, state, or federal laws. This policy applies to all aspects of employment, including, but not limited to, hiring, job assignment, compensation, promotion, benefits, training, discipline, and termination. F5 offers a variety of reasonable accommodations for candidates. Requesting an accommodation is completely voluntary. F5 will assess the need for accommodations in the application process separately from those that may be needed to perform the job. Request by contacting .
