Unified Communications Service Manager

Job Description

The Unified Communications Service Manager is accountable for the full life-cycle of services in the Unified Communications domain. They will steer the service roadmap to create and maintain industry-leading voice, video and collaboration infrastructure and deliver world-class solutions that support our evolving business needs. The primary focus of the role will be within Unified Communications & Collaboration and Voice domains, but will also partner with teams focusing on networks, wireless, video, and mobility. The position is responsible for developing and maintaining current and future state service roadmaps, overseeing operations of end-to-end integrated systems involved with service delivery, tracking the health of the service and managing relationships with the service areas stakeholders, partners and strategic customers.

Main Duties

• Plan, lead, control, and manage Unified Communication services according to ITSM framework
• Unified Communications include Audio and Video Conferencing (Zoom), Collaboration (MS Teams), IM/Chat and Telephony (Skype for business, PC Phone)
• Manage the service value chain including cost and quality throughout the service lifecycle
• Manage the service roadmap and partner with the Service Architect contribute to the management of the technology strategy, architecture and security
• Partner with the Service Engineer to ensure business requirements are included in service development activities and that problem management processes are operating effectively
• Partners with the Transition Manager for service documentation including level 0 through level 3 support plans
• Accountable for ITSM processes for Service Design and Management through partnership with the Architecture and Engineering teams
  • Capacity management
  • Security management – partner with Cybersecurity to ensure services comply with IT security standards and policies
  • Continuity management
  • Availability management
  • Financial management
  • Service Development and Deployment (Service build & test and release management)
• Partner with Transition Manager and the Communications team to provide end user communications, training, documentation for the service
• Analyze service costs and perform budget planning
• Provide vendor management
  • Oversight of production operations performed by vendors
  • Financial management of vendor activities in support of the service domain
• Accountable for the IT procurement process for their domain
  • Partnering with Procurement for the selection and purchasing of IT services and products for the service domain
• Own the Plan of Action for their service domain
• Accountable for Cost Benefit Analysis for all projects related to their domain
• Leverage innovative thinking to turn ideas into solutions
• Represent business requirements and participate in activities related to the design, development and maintenance of UC and Voice architectures
• Stay current on solutions available in the marketplace for Unified Communications and stay current on HP business requirements for communications tools
• Work cross-functionally, between the business units, among engineering teams, operations teams, and end-user support teams to ensure service domain operational excellence
• Lead and/or participate in all relevant service domain Agile workgroups
• Interface with senior and executive management to provide service performance feedback, insights and support for any service domain related discussions with other senior leaders
• Responsible for managing financial operations for the service domain, including service pricing, optimization, and forecasting/flash
• Understand and track industry trends, standards, technologies, and policies and can articulate the effects of these trends on the service domain
• Identify and recommend areas appropriate for service improvements and resulting “Proof of Concept” projects required to thoroughly investigate possibilities and strengthen arguments for their adoption
• Identify implementation risks, analyze potential impact on the enterprise, and determine the impact on the achievement of scheduled objectives
• Recommend and participate in the design and implementation of IT service management standards, tools and methodologies
• Deliver requisite program documentation including program charters, schedules, requirements documents, specifications, design documents and testing strategies.

The ideal candidate will be a hand-on self-starter that possesses a balance of business acumen, technical competency, and collaborative skills, with strong communication, leadership and organizational skills.

Job Requirements

• Bachelor’s Degree in Information Technology or equivalent technology degree required
• 10+ years of IT experience with global exposure
• Specialties in Unified Communications & Collaboration and Video Conferencing, specifically around the Microsoft suite (Office 365, MS Teams, Skype for Business) and Zoom
• Knowledge of Enterprise Voice solutions
• Evangelist of HP story with a passion for the customers and partners
• Good at building rapport and key relationships with globally diverse teams and stakeholders
• Proven track record in a dynamic and changing global environment
• Project & Program Management skills required to own projects, track their progress, and follow them through to completion
• High amount of Teamwork required; must become a model team member of any global projects we are engaged in, consistently providing high quality work
• Strong attention to details, analytical capability, and excellent verbal and written communications
• Ability to effectively work with and influence others and act as a change leader
• Ability to operate independently and collaboratively
• Mastery in presenting complex solutions to a variety of technical and nontechnical audiences
• Comfortable with executive level communications

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