Director, Systems & Tools

JOB TITLE: Dir, Operations Support Systems & Business Support Systems
Who We Are:
NaviSite, Inc., a Time Warner Cable Company, is a leading worldwide provider of enterprise-class, cloud services, managed applications and managed hosting solutions. NaviSite provides a full suite of reliable and scalable solutions for organizations looking to outsource IT infrastructures and lower their capital and operational costs. Enterprise customers depend on NaviSite for customized solutions, delivered through a global footprint of state-of-the-art data centers. For more information, please visit .
The Dir, Operations Support Systems (OSS) & Business Support Systems (BSS) is responsible for the overall strategy, development, implementation, and maintenance of core operational and business systems that drive service operations (Service Management, Billing, Provisioning, etc.). The Dir, OSS & BSS is a critical member of the leadership team responsible for delivering the tools and processes that underpin an industry-leading service experience.
Devise and execute an overall platform strategy and roadmap.
Create a focus on BSS & OSS as a competitive lever, defined by consistent, repeatable processes, methods and deliverables, coupled with rigorous execution.
Collaborate with Operations and Engineering functions to identify opportunities to drive new levels of client satisfaction and operational excellence.
Identify and provide leadership to continuous service improvement initiatives. Identify opportunities to streamline organizational efficiency, while improving the overall client experience.
Identify and track efficiency metrics to highlight end-to-end process and platform efficiency; regularly report metrics
Manage Automation baseline, providing quarter over quarter visibility to trends and improvements driven from increased automation.
Lead a globally diverse team to design, build, and maintain systems that provide a consistent and valued client experience to the client base.
Work directly with infrastructure and application support teams to improve efficiency through targeted automation; leverage metrics to drive continuous improvement.
Engage with Operations leadership in a highly collaborative manner to support and drive ongoing improvements in client experience and operational efficiency.
Define and articulate a strategy and vision for advanced integration of customer technical and operational environments to company.
Manage a limited number of vendor relationships to drive their support of company goals and objectives.
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Knowledge in operational and business systems technology platforms
Ability to balance business acumen, strategic thinking, fiscal responsibility and competence to deliver
Ability to inspire engineering and support teams to perform beyond their individual potential
Excellent demonstrated analytical and decision-making skills
Excellent written and oral communication skills
Strong business planning and forecasting skills
Strong analytic, organizational, and problem solving skills
Ability to focus on overall strategy of the region
Strong team and relationship building skills
Proven leadership and mentoring skills
Ability to analyze data and develop and present data driven reports
Ability to document, prepare and present executive level presentations
Bachelor?s degree or equivalent work experience
Master?s preferred
Related Work Experience
Number of Years
Information Technology experience with increasing levels of 8-10
responsibility OSS & BSS systems experience 8-10
Experience managing service delivery in an ITIL framework 5+
Management experience5+
Normal office environment
Approximately 10-20% travel

Company Description:

Time Warner Cable is among the largest providers of video, high-speed data and voice services in the United States, connecting 16 million customers to entertainment, information and each other. Time Warner Cable Business Class offers data, video and voice services to businesses of all sizes, cell tower backhaul services to wireless carriers and enterprise-class, cloud-enabled hosting, managed applications and services. Time Warner Cable Media, the advertising sales arm of Time Warner Cable, offers national, regional and local companies innovative advertising solutions.


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