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Senior Director, Managed Services
Polycom
Andover, MA, United States
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We’re ONE team that is driven by our vision to unleash the power of human collaboration by delivering innovative, world-class solutions to our customers. We work smart, with a collaborative state of mind that drives our strategy and helps us achieve our common goals.
Polycom’s innovative spirit begins with our people. We empower your personal and professional growth and we strive to give you everything you need to achieve your highest level of excellence. With your help, we’ll accomplish great things.
Job Description:
The Sr. Director, Managed Services will manage and grow Polycom’s emerging Managed Services Line of Business and will be responsible for the financial and operational targets associated with Remote Monitoring & Management and Hosted Private Cloud contracts. The candidate will ensure flawless execution and delivery working in conjunction with global Service Leadership and Sales to drive, execute and grow a profit oriented, customer focused, Managed Services business. The successful candidate must have the breadth, substance and intellect to provide the vision, direction and guidance for a profit oriented, customer focused start-up organization.
Duties and Responsibilities
• Provide leadership and day to day operational direction to our existing NOC centers in Andover Massachusetts and Bangalore India.
• Establish, oversee and maintain operational processes and procedures to maintain ISO certification within a global 7x24 operation.
• Manage the hiring of appropriate skills and talent into the global operation.
• Work with the Service Product Management Team to establish compelling managed service offers and/or update existing offers to match customer deliverables.
• Ensure operational readiness for new services and sustainable delivery for current and future Polycom products, as well as, appropriate competitive conferencing products.
• Supports Sales in achieving Bookings, Revenue, Profit, and other operational targets of the business.
• Work closely with Sales to ensure readiness and ability to identify opportunities.
• Responsible for delivering, measuring and improving the customer experience through metrics associated with customers, professional, managed and cloud services projects.
• Promote leadership through collaboration, cooperation and communication across functions and between alliance/vendor partners to ensure that the team achieves stated goals.
• Create and implement standardized processes and improve on existing methodologies, including departmental structures, organizational improvements and management tools.
• Work in conjunction with the Client Service Managers as a point of escalation to resolve operational and technical situations, while managing and improving our overall customer experience.
• Lead large critical projects from strategic development through implementation, testing and acceptance.
• Establish and maintain relationships with key suppliers, manufactures, and partners to ensure that products and services meet standards of quality and cost effectiveness.
• Prepare, submit and anage the business within the approved annual operating budget, including implementing and leveraging the most cost-effective delivery model(s).
• Work with regional Service Leaders to maintain cross-functional engagement of appropriate technical resources to maintain customer satisfaction.
• Foster a winning culture with employees to support the organizational strategy of success and Service Excellence.
Qualifications
• Minimum of a Bachelor’s Degree, MBA preferred, ITIL Certification preferred
• 10+ years of related service delivery experience with a global organization
• 10+ years people management experience
• Strong leadership skills with ability to influence customer and/or organizational leadership to accomplish objectives
• Strong operational knowledge and experience with both insourced and outsourced managed services offerings and platforms
• Knowledge of Industry best practice for tools and systems to remotely monitor and manage systems and devices, highly desired.
• Strength in hiring, recruiting, managing, developing, coaching, mentoring, and retaining individuals and teams.
• Experience negotiating and managing vendor contracts.
• Experience working with Conferencing products and technologies from Polycom or Cisco, as well as newer web technologies like Microsoft Skpe/0365, BlueJeans, and Zoom.
• General understanding of global network and connectivity, including dedicated networks, VPN connections and MPLS networks.
• Ability to exercise discretion and independent judgment in making decisions
• Ability to travel about 20% of time, as required.
NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.
NOTE: Location strongly preferred in either Andover, MA or Bangalore, India.
Highlights of our benefits include: Benefits effective on date of hire; competitive time off with accrual beginning immediately; 12 paid holidays including flexible holidays; 401k with company match; tuition reimbursement.Polycom embraces diversity and is an Affirmative Action/Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, religion, color, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally-protected basis. Polycom participates in E-Verify.