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Job Title:
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Practice Director
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Location:
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Glen Allen |
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State:
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Virginia |
Position Description:
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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.
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Required Qualifications:
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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).
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Desired Qualifications:
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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.
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