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 www.navisite.com .
The Director, Implementation Services is responsible for the successful delivery and completion of external and internal customer implementations. The Director manages a global team to deliver high quality, industry-leading solutions to our clients. The role manages a broad portfolio of projects and possesses business acumen and fiscal responsibility which allow teams to perform beyond their individual potential.
MAJOR DUTIES AND RESPONSIBILITIES
Manage the implementation team and portfolio of ongoing implementation projects including: schedule management, task and resource assignment, resource motivation, problem resolution and / or escalation as required to support pre- and post-sales implementation activities.
Provide consistent and comprehensive status reports, project updates, and ongoing project health analysis, significant issue tracking, and communication with project team, management, and client on a regular basis to include identification and management of revenue and business risks.
Partner with engineering resources to develop best practices and methodologies for project management. Provide input and participate in the creation of deployment approach, training plan, and supporting operational needs. Develop repeatable implementation plans with a focus on rapid implementations and reduction of costs and risks.
Monitor team performance to support a consistent approach across regarding project management, communication and reporting.
Create project closure reports including, validation of assumptions behind original business case, lessons learned, and support of operations during initial period.
Provide engagement oversight and be responsible for overall client experience and satisfaction.
Identify and provide leadership to continuous service improvement initiatives. Identify opportunities to streamline organizational efficiency, while improving the overall client experience.
Attract and retain effective staff through mentoring, coaching, development, appraisal and motivation techniques.
Lead a team to meet business deliverables timely, and fosters a customer centric culture focused on supporting the needs of internal customers.
Foster a culture of consistency, accountability and continuous improvement.
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Demonstrated ability to deliver projects on time, within budget and exceed customer expectations
Ability to ensure effective and timely communication
Ability to actively identifying areas of improvement for the team and organization
Knowledge of managed hosting environments including connectivity, infrastructure, server, monitoring and backup systems
Ability to analyze and interpret data
Ability to make decisions and solve problems while working under pressure
Ability to show judgment and initiative and to accomplish job duties
Ability to handle multiple projects and tasks and meet deadlines
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
Expert understanding of ITIL best practices, project implementation methodologies, and account management preferred
Bachelor's degree or equivalent training, education and experience
Related Work Experience Number of Years
Project management, engagement, or managed services experience 8-10
Leadership experience 5+
Normal office environment
Travel up to 20%
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.