What are the responsibilities and job description for the Director of Network Services position at Carlson Wagonlit Travel?
Director of Network Services
- (210000J3)
Technology
CWT is one of the world's leading digital travel management companies and as a Business-to-Business-for-Employees (B2B4E) travel management platform, companies and governments rely on us to keep their people connected – anywhere, anytime, anyhow – and across six continents, we provide their employees with innovative technology and an efficient, safe, and secure travel experience.
Our Technology division was formed to lead on our CWT 3.0 digital transformation strategy. With a team of highly skilled and experienced individuals, they deliver and manage efficient, quality, and innovative travel technology solutions and technology services for CWT and its customers worldwide
Position overview
Our Technology team is seeking for a Director of Network Services
This position has the overall responsibility for the vision, development, administration and support of all voice and data networking, internet connectivity and contact center telephony.
This is a key position in leadership of Enterprise Information Technology, where the individual must have strong cross-functional leadership and personal skills, as well as substantial technical experience and expertise in network architecture, planning, engineering, and operations.
This position is expected to participate in consultation with key stakeholders, the individual must be able to create, plan, implement, and maintain network strategic plans. The individual must have the ability to clearly communicate with stakeholders, through oral and written communications, as well as producing visual representations of campus networking infrastructure.
This individual must be committed to the highest levels of customer service, as well as following industry standards for project management and service delivery (i.e. ITIL). Strong management and interpersonal skills are a must.
Position Description
- Provide strategic leadership, direction, and guidance to the Network Services teams.
Operational responsibility for logical and physical design of the enterprise network, including routers, switches, firewalls, VLANs, IP space, Internet connectivity, and wireless networks. - Operational responsibility for design and operation of the voice network services used in large contact center and with home-based agents. Currently on-prem PBX moving to a CCaaS solution.
- Partner with stakeholders to map the needs of the business (or business needs) identified by customers to detailed technical requirements for network infrastructure and services.
- Analyze complex network environments and identify risks and mitigation strategies across the enterprise.
- Develop and implement policies, procedures, documentation, technical KPIs and SLAs for network & telecommunications services portfolio.
- With leadership input, develop and maintain strategic plans related to areas of responsibility. Develop implementation plans for strategic initiatives, including budgets. Provide regular update reports and presentations on status of plan implementation.
- Develop a budget for lifecycle management and continuous network and infrastructure upgrades.
- Review and analyze networking and physical operations, including capacity planning, fault tolerance, performance, new and advanced technology, monitoring, and service levels; develop recommendations to improve performance and capacity.
- Provide detailed technical counsel and expertise and serve as a resource regarding all aspects of networking to senior management and other groups within the organization.
- Ensure the provision of comprehensive, integrated, reliable, high-quality services for CWT in areas such as backbone and local area networking, network facilities and infrastructure, Internet access, high-performance networking, network security, remote access to campus IT services, and telecommunications.
- Ensures legal and regulatory compliance of all communications systems used at CWT
- Produce detailed reports on network connections, network capabilities, network infrastructure, annual projects, including visual aids to identify areas of concern.
- Provide leadership in identifying new technologies and services, including impact and costs as they relate to networking and telecommunication services.
- Provide operational leadership and project management oversight for personnel, work, and projects that fall within the telecommunications, network, and data center areas.
- Develop and maintains operation documents with respect to performance, procedures, campus network standards, schedules, traffic data, billing, SLA, and budget.
- Accelerate the professional and technical development of coworkers through coaching and training ensuring focus on achieving high customer satisfaction.
Staff Management
- Plan assign and review work of staff to ensure that group objectives are met.
- Hire, train, develop and manage staff to ensure that a qualified staff exists to meet group objectives.
- Perform other related duties and participates in special projects as assigned.
Position Requirements
- A Bachelor’s degree in Engineering, Computer Science, Information Systems or related technical field is required. Master’s degree preferred.
- A minimum of eight years progressively responsible experience in general and high-performance networking, with at least five years of advanced networking design and implementation, and management experience.
- Excellent verbal and written communication skills, with demonstrated ability to translate technical terminology to clients.
- Excellent interpersonal skills.
- Strong leadership skills with a high commitment to customer service.
- Must have a cooperative approach to leadership and management.
- Ability to deal effectively with a wide range of vendors, service providers, and regulatory agencies.
- Ability to facilitate productive meetings and work successfully in a team-oriented environment
- Strong managerial, organizational, analytic, and problem-solving skills.
- Knowledge of network and telecommunication services, and applications appropriate for a global enterprise environment.
- Ability to envision and implement exemplary applications of information technology to support network and telecommunication operations.
- Knowledge of the acquisition, installation, maintenance, and management of networking and telecommunications equipment.
- Knowledge of global high-performance networking developments and options.
- Outstanding reporting capabilities to enable powerful communication of complex network status and projects.
- Perform teambuilding and foster an appealing work environment based on trust, respect and competence.
CWT is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or veteran status.
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