Establish and lead a practice of Technical Client Managers to deliver consultative technical services for key clients. The successful delivery of technical service is enabled by a deep understanding of clients? business purposes for engaging NaviSite, and a thorough understanding of NaviSite?s capabilities to deliver business results for our clients. The Dir, Technical Management role partners across multiple technical organizations (both internal and external) and works with a broad array of functions and technologies.
MAJOR DUTIES AND RESPONSIBILITIES:
Responsible for managing a team in developing and retaining client confidence in our understanding of their business and technical solution capabilities.
Builds relationships with key senior client business and technical stakeholders and demonstrate technical leadership to solve clients? business needs.
Develops an understanding of key clients? business needs and context.
Establishes a baseline of clients? production environments.
Understands clients? business goals, roadmap and challenges, use trends in the production environments to make proactive recommendations for client?s to meet their business goals.
Builds credibility by ensuring fundamentals of service delivery are consistent and of high quality.
Demonstrates a command of NaviSite?s portfolio of solutions including the underlying components - Networking, Server, Storage and Backup, Patching, AntiVirus, Database, Web Services, Applications and Cloud services.
Creates standard client environment assessment methodologies with pre-defined deliverables, which articulate and define IT best practices for managing large, complex enterprise IT production operations.
Effectively drives improvements internally around processes and tools and works with clients on understanding their environments and driving positive change and improvements within the company service offering.
Participates in client meetings to explain technical findings, recommendations, and addresses technical concerns.
Leads discussions across multiple internal engineering teams to troubleshoot and address complex issues and problems and provide updates on plan and status to customers.
Serves as technical liaison within Service Delivery and drives priorities for managing the client
environment and ensures technical issues are being addressed effectively and communicated to the client. Escalates within groups as required, coach and mentor team as required, and facilitate delivering a high value experience for the client.
Works closely with Senior Service Delivery leadership and third party vendors and service providers to update technical status of client environments.
Prioritizes the allocation and application of Technical Service Managers against clients? needs and NaviSite?s revenue and profitability goals.
Identifies Operations and Engineering trends that require remedial action across clients.
Ability to read, write, speak and understand English
Deep Managed Services expertise, particularly: cloud computing, managed hosting, Windows/Unix environments, databases, SAN/storage, disaster recovery, security, enterprise applications, and messaging
Excellent demonstrated analytical and decision-making skills
Strong written and oral communication skills, including the ability to present to clients
Fully knowledgeable on current processes and capabilities and working within boundaries when developing solutions for clients Experience managing service delivery in an ITIL framework
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 work independently
Ability to lead and motivate others
Ability to handle multiple projects and tasks and meet deadlines
Ability to make decisions and work collaboratively with others to solve problems
Bachelor's degree or equivalent training, education and experience
Related Work ExperienceNumber of Years
Information Technology experience with increasing levels of 10+
Operations, technical support, or architecture experience 7+
Management experience 5+
Normal office environment
Travel as required
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.