Primary Job Functions: • Responsible for the success of network services. This includes, but is not limited to: • Responsibility for the success of the regional support, data center, voice, network operations center, situation management, global wireless, and global WAN teams • Lead and ensure success for over two hundred supporting resources in multiple global locations. • Ensure teams are meeting technology refresh, incident management, request management, problem management, asset management, audit, and documentation commitments • Ensure contract, finance, and service level agreements (SLAs) are being met • Ensure teams are properly supported and solutions are implemented prior to delivering new technologies to the environment (e.g.: training, run books, monitoring, management tools, reporting, billing, etc.) • Ensure teams are meeting configuration, asset management, vulnerability management, PCI, and internal audit commitments • Identify and ensure proper reporting and key performance indicators are in place • Ensure proper process and procedures are in place to reduce overall risk to the service • Identify deficiencies within the service, directly create action plans, and provide appropriate oversight of actions plans to completion • Support major outage remediation efforts • Review/approve service outage root cause analysis (RCA) documents and action plans • Ensure timely and accurate communications to the customer and the account are occurring • Collaborate with the customer's other strategic partners as required to ensure successful delivery of network services • Conduct resource planning and forecasting • Budget responsibility • Identify and assist remediation efforts to ensure supporting Capgemini & customer organizations are properly supporting the network service (e.g.: procurement, tooling, facilities, telco providers, & etc.) • Recruits, develops, coaches, and counsels subordinates • Provide strategic vision, direction, and motivation
Secondary Job Functions: • Assist the Capgemini and customer account executives with strategy and other duties as assigned • Correspond regularly with Capgemini and the customer's senior management • Assist service delivery managers with resolving raised issues • Assist, propose, and participate in employee functions and/or recognition plans • Propose and communicate Capgemini services to the customer • Assist the customer with business continuity planning • Provide weekly communications to the Capgemini Account Executive and the customer's Senior Managers\Directors • Assist the supporting Capgemini organizations with: • Resource modeling and pricing • Automation implementation • Budget forecasting and new sales initiatives • Statement of Work (SOW) creation • Contract amendments
Key Responsibilities: • Must have a deep technical skill of network services and can discuss technologies at an executive level. The candidate's leadership will be counted upon for significant refresh planning, major incident resolution, communication with the customer, and to assist with proposals. • Ability to effectively communicate issues, remediation plans, and status on major initiatives to all levels of leadership • Ability to direct and interact during major outages and/or initiatives • An understanding of basic project management principals is necessary due to the considerable number of projects that the candidate's teams will be responsible to deliver. Must have the ability to review detailed project plans and identify major oversights. • Ability to understand basic accounting principles and to forecast budgets and/or sales • Ability to use Microsoft Office applications • Ability to work evenings and weekends as required • Travel requirements are expected 2-4 times per year
Required Skills: • Ability to work with non-IT savvy business partners as well as technical staff • Ability to articulate challenges effectively to Capgemini and customer executives • Ability to construct action plans and provide oversight to ensure delivery • Candidate will possess a high-level of written, verbal, presentation & negotiation skills • Responsible to meet directed deadlines and superb attention to detail • Initiative-taker with excellent time management skills • A big picture problem solver