Компания Бэлл Интегратор ищет человека на позицию Delivery Operations Manager (Cisco). Работа в Москве на проекте по созданию центра компетенций по внедрению сетевых архитектур западным Заказчикам на базе продуктов Cisco.

Requirements:

• At least 10 years’ experience in an IT management function, of which 5 years’ experience has been as an technical resource in a second line support role, preferably in a leadership role.
• At least 3 years’ experience in a service delivery role ensuring the delivery of services meet agreed SLA’s.
• Strong interpersonal skills to interact with Customers, Services and Operational managers and staff.
• Deep knowledge of principles, practices and theories in Service and Operations management.
• Certified in (at least) ITIL V3 fundamentals and have a deep knowledge of ITIL processes.
• Experienced in managing OPEX and CAPEX budgets.
• Experienced in developing strategic plans for an IT organization.
• Knowledgeable in Service Level management and reporting.
• Strong communications skills.
• Ability to interact with Customers and internal management at all levels.
• Broad understanding and experience in server, database, storage, networks, desktop, and applications technologies and support processes.
• Ability to use ITIL based global tools and processes.
• Self-motivated individual with excellent interpersonal, communication and influencing skills.
• Ability to work in a global environment; this might include customers, customer segment teams, application focal points, other teams and vendors.
• Excellent Customer interface/service skills.
• Excellent time - management skills.
• Understanding of the customer business.

Main skills:

Critical Thinking and Problem Solving

• Recognizes organizational and resource problems or situations that are new or without clear precedent.
• Evaluates alternatives and finds solutions.
• Develops improvements and innovations to enhance organizational performance.
• Provide high quality, balanced analysis and advice on a range of issues of considerable complexity within specified SLA.
• Analyses problem by collecting available data, eliciting additional information, shifting out irrelevancies, constructing an accurate picture of the situation and distilling the key issues.  
• Evaluates solutions critically on the basis of logical assumptions, factual information and chooses appropriate solution.

Collaboration

• Participate in Service Level performance and service excellence reviews.
• Host monthly customer Service Level Meetings.
• Creates a sense of belonging and ownership of the service provided to our Customers.
• Responsibility; promotes mutual support and interaction.
• Consults and provides advice, facilitates discussion and resolves conflict; establishes trust; builds and uses cross-functional relationship to accomplish work objectives.

Communication Effectiveness

• Ensure that customer satisfaction in all interactions meets the contracted Customer Service levels.
• Maintain a high level of Customer Satisfaction.
• Conveys goals and objectives clearly, interprets customer’s requirement and implement the expected service delivery.
• Influence others with tact and diplomacy and convince others to gain cooperation and eliminating conflict.
• Maintain a well-developed network of individuals and organizations to assist in achieving work related goals.
• Ability to work with international staff across multiple time zones.

Processes/procedures

• Use of end-to-end processes and tools in order to understand the management of incidents, changes, assets, and service interruptions.
• Promoting use of end-to-end processes such as incident management, change management, and situation management.
• Ensure appropriate escalation actions are taken, using the global tools and processes available.
• Involved in any operational changes to the service, organization, tools and processes.
• Asset Management; drive for a 100% accurate administration of supported assets, agreed service levels and billing.
• Looks to improve efficiencies of processes.

Responsibilities:

• Develop and maintain a faceoff chart of Customer, Services, and Production staff which defines the relationship of how these organizations interact.
• Coordinate and publish the annual strategic plan (Services, CAPEX/OPEX investments, Staffing, infrastructure).
• Host monthly Customer communications meeting which present the quality and services provided.
• Interface with Production Lines of Service on adherence to agreed SLA’s.
• Interface with Production Lines of Service on capacity which would include Servers, Backups, Storage, staffing, new services.
• Support Sales and Services on new Customer service offering.
• Accountable for compliance to ITIL and operational processes.
• Accountable for Configuration Management Database accuracy.
• Interface with other managers on standardizing of reporting and customer communications
• Accountable for audit compliance.

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