Regional Technical Director, Italy Job at Experteer Italy in Town of Italy

Overview

The Regional Technical Director (RTD) position is accountable for all Operational responsibilities in the Italian region including all Delivery and Service Support elements. The role will work closely with our customers ensuring customer satisfaction is high and that their service is meeting the expected service criteria.

Responsibilities

The RTD position is accountable for all Operational responsibilities in the region including all Delivery and Service Support elements, which aims to meet our customers' requirements in accordance with defined Service Level Agreements, their expected customer satisfaction (their “Peace of Mind”) and supporting the overall business requirements.

The position will act as the Operations Manager for the local country, ensuring that all operational responsibilities are covered in the local office. This will also be acting as a key stakeholder to ensure the operational services are running as expected in country and liaising on a regular basis with the centralized NOC management team to ensure that local customer satisfaction is at the expected levels. This will also be the case for any Service Delivery projects being delivered in-country.

The position will work closely with both the Business and Network Operations Departments to ensure that Customer Satisfaction is performing at optimal levels. The role will also be engaged in functions such as customer satisfaction and ensuring the customers’ services are running at optimal levels.

Service Assurance, Delivery of new services, Incident Management and Continual Service Improvement are all key elements of the role. The position acts as local Operations leader in the Italian office and will have responsibility for different Operation’s functions as outlined. This role is also partially responsibility for the technical delivery of services into the network to meet the needs of customer sales and internal network maintenance activity.

Vendor Management

The Regional Technical Director will be responsible for Italian Vendor Management and will help manage the local vendors supporting the regional strategy. This will be supported by the centralized vendor support teams.

• Work with the Regional Vendor Manager to set priorities with local vendors
• Work towards standardizing the local vendor interface so they can best support the NOC whether that is through English speaking helpdesk or other methods to help support the centralized model
• Ensure that there is a cash generation number in your budget every year and participate in the Cash Generation program.
• Ensure that all vendors have a current signed contract or MSA

Responsible for Italian Service Operations

The Global NOC will be accountable for Incident Management in EMEA and with support from the RTD on a day-to-day basis.

For Customer Service Management, the RTD will be responsible for Customer satisfaction in Italy and will work with the Global Service Operation team who will be accountable for customers in EMEA supporting the RTD on a daily basis. The RTD will oversee local Change Management and Problem Management supporting the global process and will support the Global Change Manager for any changes in country.

Country / Office Operations Leadership

The RTD will be responsible for Operations Leadership in Italy with support from VP of EMEA Operations.

Supporting the Business Operation

The RTD will support the Sales organization as needed representing Operations in the appropriate Customer meetings. On occasion, the RTD may need to support Sales for local Operations input. The VP of Sales Consultancy will work closely with the RTD as well as the local Business Sales Engineers and Account Managers.

Global Service Delivery Governance

The RTD will be responsible for ensuring that Italian Service Delivery functions as it should. In this case it may be liaising between Sales and Operations locally and being an escalation point for the local Sales executive. The RTD will also engage with the central delivery team ensuring that they are delivering the appropriate SLAs for the region. The GSD central team will be accountable for the Service Delivery Function in the EMEA region but the RTD will be responsible for ensuring that targeted deliveries are meeting the expected criteria.

Qualifications

If you are passionate about technology, love personal growth and opportunity, come see what TNS is all about!

TNS is an equal opportunity employer. TNS evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability / handicap status or any other legally protected characteristic.

Summary

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