Job Description

Position Overview

• Role : Senior Director of Network Operations
• Location : Orlando, FL
• Travel : 25%
• Company : Capgemini, a global IT services company with 340,000 employees in over 50 countries.

Primary Responsibilities

• Network Services : Oversee global delivery of network services including regional support, data center, voice, network operations center, situation management, global wireless, and global WAN teams.
• Team Leadership : Lead over 200 supporting resources across multiple global locations.
• Performance Management : Ensure teams meet technology refresh, incident management, request management, problem management, asset management, audit, and documentation commitments.
• Compliance : Ensure contract, finance, and service level agreements (SLAs) are met.
• Support : Provide training, run books, monitoring, management tools, reporting, billing, etc., before delivering new technologies.
• Risk Management : Implement processes and procedures to reduce overall risk to the service.
• Outage Remediation : Support major outage remediation efforts and review/approve service outage root cause analysis (RCA) documents and action plans.
• Communication : Ensure timely and accurate communications to the customer and the account.

Secondary Responsibilities

• Strategy : Assist Capgemini and customer account executives with strategy.
• Issue Resolution : Help service delivery managers resolve raised issues.
• Employee Engagement : Participate in employee functions and recognition plans.
• Business Continuity : Assist the customer with business continuity planning.
• Reporting : Provide weekly communications to Capgemini Account Executive and customer’s Senior Managers/Directors.

Education and Experience

• Experience : 5+ years as a director, senior manager, or service delivery manager supporting network services; 10+ years of direct IT management experience.
• Degree : BA/BS required.
• Technical Skills : Understanding of data center, voice, security, wireless, LAN, WAN, situation management, and other network services technologies.
• Certifications : Industry certifications (e.g., CCNA, CCNP, CISSP, ITIL) are a plus.
• Project Management : Understanding of general project planning principles.

Key Skills

• Leadership : Strong leader capable of managing multiple work streams simultaneously.
• Technical Expertise : Deep technical skills in network services.
• Communication : Effective communication skills for issues, remediation plans, and status updates.
• Project Management : Ability to review detailed project plans and identify major oversights.
• Accounting : Basic understanding of accounting principles for budget forecasting and sales.
• Microsoft Office : Proficiency in Microsoft Office applications.
• Flexibility : Ability to work evenings and weekends as required.

Required Skills

• Interpersonal Skills : Ability to work with non-IT savvy business partners and technical staff.
• Problem Solving : Big picture problem solver with excellent time management skills.
• Attention to Detail : Superb attention to detail and ability to meet deadlines.

This role demands a highly skilled and experienced individual who can lead large teams, manage complex network services, and communicate effectively at all levels. Does this position align with your career goals?

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