Job Details
Job Title: Manager ITI Service Delivery, Telecommunications
Location: Palo Alto, CA
Type: Full Time
Job Purpose:
Conduct day-to-day first line management of technical unit(s). Provide technical and managerial guidance to direct reports and provide technical knowledge and expertise. Capture and model/map business requirements, develop statements of work as needed, work with clients to understand directions, track priorities, delivery schedules and billing. Serve as project manager for large or special projects, as assigned. Serve as a team manager to track resource utilization and planning, project deliverables and prepare reports to track Service Level Agreements.
Core duties:
Lead and manage the daily operations of a technical unit, which may include recruiting, hiring, training, developing, evaluating and setting priorities; coordinate business, technical, and educational activities for direct reports.
Be the technical lead for staff for telecommunications services.
Identify, clarify and resolve technical issues within their own area; often serve as the initial managerial escalation point for problems from clients and other staff.
Communicate operational objectives and assignments and delegate to staff. Monitor and report on team performance metrics
Contribute to the development of plans to resolve business issues. Provide strategic planning for their own work group; may assist higher level management in broader scope strategic planning.
Communicate and implement policies, procedures, best practices, recommendations and guidelines in compliance with established university policy and federal and state regulations.
Track service level agreements with clients.
Monitor technology trends and evaluate emerging technologies to recommend for adoption and implementation.
Contribute towards staff development plans to create a strong technical team; recognize and reward excellence; identify areas for growth and institute corrective action plans as necessary. Maintain a team-oriented working environment that promotes a high level of personal commitment and accountability and a continued client focus to deliver services with quality and efficiency.
Participate in IT Infrastructure Escalation Response Team (ITIER) on-call rotation.
Education & Experience:
Bachelor's degree and three years of relevant work experience, or a combination of education and relevant experience.
Knowledge, Skills and Abilities:
Understanding of relevant technical knowledge and problem resolution.
Strong understanding of Cisco Voice solutions.
Strong customer relationship skills, consensus building skills.
Ability to establish effective working relationships in a diverse environment.
Ability to motivate and mentor staff.
Demonstrated project management skills.
Ability to multitask.
Certifications and Licenses:
Cisco Voice Certification a plus