Packet360 is seeking a Practice Director for its Enterprise Assurance Business Unit (EABU).  The EABU is responsible for providing support services for its clients' mission-critical advanced technology systems in the areas of Data Networking, Network Security, Wireless and Unified Communications.

Responsibilities

• Work with equipment and software partners as well as other Packet360 Business Units to develop, market and sell services and solutions.
• Accountable for sales enablement for all Enterprise Assurance Services.
• Accountable for service support and delivery (NOC, TAC, Managed Services, etc.)
• Accountable for managing all EABU team members to include professional development, performance evaluation, and developing training plans to increase technical competency.
• Create and operate within established budget, managing expenses against revenue.
• Accountable for financial performance, efficiency and customer satisfaction elements of service delivery and support.
• Develop tactical and strategic objectives and plans that align with overall business direction.
• Develop standard processes and procedures to increase efficiency and maintain/improve consistency and quality of services delivered.
• Work with peer Business Units to address areas of common interest (tools, processes, training plans, etc.)
• Maintain and continually improve Incident, Change, and Request Management processes for Packet360 clients.
• Accountable for maintaining client communication plans and adherence Service Level Targets.
• Perform quarterly client service reviews.
• Create marketing, client proposal and contract documentation for EABU services.
• Accountable for client service and support renewals.
• Develop and maintain EABU service catalog.

Requirements

• Experience managing large Cisco IP Telephony environments.
• 5 - 10 years experience that includes managing technical teams, developing, marketing and selling IT solutions and services, establishing service models and pricing, and financial management - forecasting and maintaining budgets.
• Demonstrated professional track record based on honesty and integrity.
• Ability to learn new technologies and adapt to dynamic business needs and continuously prioritize multiple initiatives.
• Proven ability to take initiative and make independent decisions while working effectively across peer business units.
• Excellent analytical, communication and interpersonal skills.
• Must possess solid organizational skills and be self motivated.
• Ability to approach problems analytically and methodically.
• Capable of identifying process gaps and provide recommendations for continuous improvement and increased efficiency.
• Experience managing and leading Network Operations or Technical Assistance Centers (NOC/TAC).

Certification and Other Requirements

• Bachelors degree in Computer Science or related field.
• Masters degree in Technology Management or related field desired.
• ITIL process experience or equivalent process methodology.
• Experience managing large enterprise class networks.
• Experience developing and implementing Network Monitoring/Management Systems.