Description
Job Description
The Voice Service Delivery Manager, will be responsible for delivering the technical solutions and services that are defined by product management and working closely with the engineering, support and business teams to ensure customer satisfaction goals are met. The Service Delivery Manager's responsibilities also include ensuring that the product supports the company's overall strategy and goals.
Responsibilities:
Configure, Test, Validate and Drive implementation of use cases identified by Product Manager
Identify and Implement support requirements with all IT & Management vendor services
Develop end user communications for processes, responsibilities, upcoming activities, status, expectation setting and use case execution
Create, track, report on usage metrics, product feedback to vendor for product changes and improvements
Build and maintain relationships with key technical teams and business partners
Develop, prioritize, and manage multiple product and project timelines to meet business plan objectives
Essential Job Functions:
7 years of strong, hands-on engineering for Voice, Video, Servers, and wireless devices.
5 years of hands-on experience with Cisco IPT infrastructure products.
5 years of experience with enterprise healthcare deployments
5 years of experience with IT Operations for IPT Voice
Top 3 - 5 Daily responsibilities
Product Manager
-Meet with Business to gathering Business Use Cases
-Work with vendors on feature and functionality road map for voice
-Planning and execution for life cycle management
Service Delivery Manager
-Configure, validate and test pilot use cases through lab
-Develop operational support models for each pilot
-Coordindate with vendors for feedback on use case challenges
Top 3 - 5 Required Skills
Product Manager
Strong, hands-on knowledge for Voice, Video, Servers, wireless devices, unified communications
Experience with Cisco IPT infrastructure products.
Experience with product life cycle management.
Service Delivery Manager
Strong, hands-on knowledge for Voice, Video, Servers, wireless devices, unified communications
Experience with Cisco IPT infrastructure products.
Experience with product life cycle management.
Desired skills
Product Manager
-Able to interface with non-IT savvy business partners as well as technical staff
-Effective presenter
-Big Picture thinker