Associate Director - IT Infrastructure Service Delivery

We are seeking a Associate Director with Network Operations Center (NOC) skills to join our team.

The ideal candidate will be willing to work from the office, either in Cincinnati, OH or Alpharetta, GA.

This is a hybrid role, requiring the candidate to be in the office for at least 2-3 days per week.

Job Description:

• Plan and monitor the day-to-day running of business to ensure smooth business operations.

• Evaluate regularly the efficiency of business procedures according to organizational objectives and apply improvements.

• Revise and/or formulate processes and promote their implementation

• Ensuring all operations are carried on in an appropriate, cost-effective way

• Improving operational management systems, processes and best practices

• Report on operational performance and suggest improvements

• Liaise with superior to make decisions for operational activities and set strategic goals

• Supervise staff from different Projects and provide constructive feedback

• Transition new services into managed services and new project introductions People Management.

• Plan capacity for project delivery • Plan training and development for the people in the program

• Devise growth path for employees in the team and performance management • Mentor and motivate teams to achieve productivity and engagement

• Ability to Manage multi skill, multi tenure people and manage conflict

• Formulate retention strategies and retain key talents

• Evaluate overall performance by gathering, analyzing and interpreting data and metrics

• Identify key talents and formulate growth path

• Recruit, train and supervise staff Customer Management:

• Oversee customer support processes and organize them to enhance customer satisfaction

• Building and maintaining relationships with clients and key personnel

• Manage relationships/agreements with external partners/vendors

• Find ways to increase quality of customer service

• Customer satisfaction surveys (CSAT/NPS)

• Coordinate customer service operations and find ways to ensure customer retention

• Manage and respond to customer escalations efficiently

• Customer Risk assessment and devising mitigation plans Program Financials:

• Review financial information and adjust operational budgets to promote profitability

• Examine financial data and use them to improve profitability

• Understand the cost drivers in the program

• Manage budgets and forecasts

• Identify and mitigate risks related to billing and financials

• Devise improvements plans on identified gaps on plan vs actuals.

• Implement financial budget plans effectively.

• Project/Program billing, invoice submissions.

• Audit and track all financial data. Governance:

• Ensure that the Program runs with legality and conformity to established regulations

• Manage and govern internal and external escalation from tactical and delivery standpoint.

• Helping the organization’s processes remain legally compliant

• Perform quality controls and monitor production KPIs

• Evaluate risk and lead quality assurance efforts

• Collaborating with other senior management to formulate strategy

• Report out and review KPI’s, SOW delivery compliance

• Face external auditors and comply to the requirements Organizational responsibilities:

• Attend to organizational initiatives

• Attend to new/existing customer presentation.

• Provide inputs and best practices for new customer introduction.

• Report out and present program metrics to the management

• Understand requirements and provide inputs to sales for opportunity conversion.

• Be prepared to undertake various tasks that may arise in support of project requirements. Technology domain:

• Experience in managing enterprise network infrastructure.

• Experience in managing Global customer base

• Understanding of the next gen enterprise network and security technologies.

• Should have good experience in working or being part of designing and implementing the network organization structure.

• Ability to propose our IP’s and tools sets and align to customers technology strategy.

• Assist in creating a cohesive architectural strategy framework for telecom infrastructure.

• Ability to direct and collaborate with technology teams across cross domain functions.

• Experience and knowledge of cross functional technologies is a plus.