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Global Network and Telecom Manager

WESTCHESTER-60154, IL, US
11/09/2016

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Required Skills

written communication skills

Company

Infinity Consulting Solutions, Inc

Experience

5 to 10 Year(s)

Job Description

Primary Function:

The Manager, Service Delivery – Networks & Telecommunications is responsible for managing the day-to-day service delivery of network and telecommunication operations across the global enterprise while ensuring that service delivery meets the business requirements of the sourcing strategy.

Responsibilities include service level management, vendor performance management, demand management and management of services provided by both internal staff and service providers.

Business

-Enhancement Requests - Ensure that enhancement requests are effectively prioritized and translated into service requirements while ensuring clear alignment to service contracts and required change control procedures.

-Incident Response – Ensure that incidents are effectively prioritized and responded to per defined service level agreements.

-Change Requests – Ensure that change requests are effectively prioritized and responded to per required change control procedures and in alignment with service contracts.

-Demand Management – Align service capacity to business demands while ensuring customer satisfaction to the agreed upon service request outcomes.

-Service Delivery Planning – Develop and maintain service delivery plans including budgets, processes, tools, staffing and chargeback mechanisms.

-Service Catalog – Develop, maintain and communicate service catalogs that clearly define repeatable infrastructure services offered to the business.

-Service Level Agreements (SLAs) – Ensure that service level agreements are established, maintained and communicated that align to business expectations and service provider commitments.

A
gility and Innovation:

-Innovation – Identify and deliver innovative technology solutions that deliver business value and improve customer experience.

-Continuous Improvement – Drive continuous performance improvement by identifying and initiating process improvements for performance gaps across all network and telecommunications competencies and suppliers.

-Benchmarking – Lead the analysis of industry and market trends for network and telecommunications service delivery and identify potential opportunities for improvement.

-Technology Alignment – Ensure efficient and effective design and delivery of technology solutions consistent with business goals, risk tolerance and IT standards.

R
elationships and People:

-Communications – Establish service level agreements and communicate monthly performance against service levels to business and IT leadership.

-Organization – Identify organization requirements for the resources, structures and cultural changes necessary to support the successful outsourcing of network and telecommunication technologies.

-Governance – Facilitate operational governance through the implementation of service desk governance processes to ensure global alignment on demand management and adherence to technology standards.

-Relationships – Build and maintain effective working relationships with between internal employees and external service providers that will help facilitate effective communication of business needs and delivery of quality service.

-Vendor Performance – Ensure that service providers perform to the SLAs documented within service contracts and promptly address all service deficiencies.

-Vendor Management – Ensure that service providers adhere to all of the terms and conditions of the contract including financial commitments and approved changed requests.

Knowledge, Skills, and Requirements:

Bachelor's or master's degree in computer science, information systems, business administration or related field, or equivalent work experience

Minimum of ten (10) years of IT / business experience

Minimum of five (5) years of management experience

Minimum of five (5) years of leadership responsibility in managing multiple, large,
cross-functional teams or projects and influencing senior-level management and key
stakeholders

Extensive ITIL knowledge and experience

Extensive experience in managing infrastructure and IT operations with a focus on network and telecommunication technologies

Ability to translate business needs into requirements

Knowledge and experience with financial models and budgeting

Strong leadership capability, executing as appropriate in the areas of responsibility

Expert knowledge of current and emerging technologies, technology directions and
strategic application to business needs

Advanced knowledge of business operations and processes

Exceptional project management skills, including the ability to effectively deploy resources and manage multiple projects of diverse scopes in a cross-functional environment

Ability to improve operational efficiency and service delivery effectiveness across all lines of business and technology platforms

Excellent oral and written communication skills, including the ability to explain technology solutions in business terms, establish rapport and persuade others

US work authorization

Desired behavior, personal attributes, (Success Drivers And Competencies):

Customer focus, leadership and collaboration

Strategic thinking, information seeking

Initiative, innovation, thoroughness and collaboration

Influencing others, results orientation

Stakeholder partnership, change advocate

Cross Cultural Agility