Responsibilities:
The
Service Owner - Voice and Video functions as the business owner for
delivery of Voice and Video strategies, process and programs. Serves as
the subject matter expert for defining voice and video services
portfolio. Participates in the IT leadership and relationship
management discussion about the shape and contents of the voice and
video portfolio.
Accountable
for oversight of delivery quality, improving service processes, and
continually enhancing and aligning services with evolving customer needs
and market offerings. Monitoring of SLA’s and OLA’s for compliance with
agreed to Data Collection Documents (DCDs). Monitoring invoices to
ensure accuracy and compliance with RU definitions.
Extensive knowledge and experience with Voice and Video services technologies, standards and practices.
- Ability to oversee the Voice and Video services lifecycle from strategic planning to operations and financials.
- Voice and Video expertise required to specify business requirements for current & future services.
- Ability to perform Voice and Video technology and operational assessments to manage portfolio.
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Excellent technical awareness and understanding of technology and
process for managing Voice and Video services including applications in
use.
- Understands business priorities and the business criticality of Voice and Video platforms and applications.
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Understands best practices in service management including contract and
vendor management in an outsourcing or shared service environment.
- Proven ability to manage delivery of services to negotiated Service Level Agreements (internal and external)
- Skilled in oral and written communication as it pertains to interpreting technical information and business needs.
- Demonstrated ability to work with all levels of management, customers, and vendors to resolve problems.
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Proven ability to manage projects using project management methodology,
interpret complex information and provide informed analyses.
- Understanding of outsourcing contracts and the service delivery management implications.
- Experienced in creating and managing budgets and managing complex technical operational environments.