Operations Delivery Director

Capgemini is an international information technology services company with annual revenues of EUR 22.5 billion and 340,000 employees in 50+ countries. As a leading strategic partner to companies around the world, we have used technology to enable business transformation for more than 50 years. We address the entire breadth of business needs, from strategy and design to managing operations. To do this, we draw on deep industry expertise and a command of the fast-evolving fields of cloud, data artificial intelligence, connectivity, software, digital engineering, and platforms.Position Overview:The available position is for a Senior Director of Network Operations to support a major enterprise Fortune 100 customer. The candidate will be required to reside in the Orlando, FL area due to the requirements of the position. The main responsibility of the Senior Director of Network Operations will be to ensure that all facets of network operations are meeting/exceeding requirements set forth by Capgemini and the customer.The Senior Director of Network Operations will be responsible for the global delivery of network services provided by regional support, data center, voice, network operations center, situation management, global wireless and global WAN teams directly supporting the Capgemini managed network services.Primary Job Functions:• Responsible for the success of network services. This includes, but is not limited to:• Responsibility for the success of the regional support, data center, voice, network operations center, situation management, global wireless, and global WAN teams• Lead and ensure success for over two hundred supporting resources in multiple global locations.• Ensure teams are meeting technology refresh, incident management, request management, problem management, asset management, audit, and documentation commitments• Ensure contract, finance, and service level agreements (SLAs) are being met• Ensure teams are properly supported and solutions are implemented prior to delivering new technologies to the environment (e.g.: training, run books, monitoring, management tools, reporting, billing, etc.)• Ensure teams are meeting configuration, asset management, vulnerability management, PCI, and internal audit commitments• Identify and ensure proper reporting and key performance indicators are in place• Ensure proper process and procedures are in place to reduce overall risk to the service• Identify deficiencies within the service, directly create action plans, and provide appropriate oversight of actions plans to completion• Support major outage remediation efforts• Review/approve service outage root cause analysis (RCA) documents and action plans• Ensure timely and accurate communications to the customer and the account are occurring• Collaborate with the customer’s other strategic partners as required to ensure successful delivery of network services• Conduct resource planning and forecasting• Budget responsibility• Identify and assist remediation efforts to ensure supporting Capgemini & customer organizations are properly supporting the network service (e.g.: procurement, tooling, facilities, telco providers, & etc.)• Recruits, develops, coaches, and counsels subordinates• Provide strategic vision, direction, and motivationSecondary Job Functions:• Assist the Capgemini and customer account executives with strategy and other duties as assigned• Correspond regularly with Capgemini and the customer’s senior management• Assist service delivery managers with resolving raised issues• Propose and communicate Capgemini services to the customer• Assist the customer with business continuity planning• Provide weekly communications to the Capgemini Account Executive and the customer’s Senior Managers/Directors• Assist the supporting Capgemini organizations with:• Resource modeling and pricing• Automation implementation• Budget forecasting and new sales initiatives• Statement of Work (SOW) creation• Contract amendmentsEducation / Experience:• 5 + years as a director, senior manager or service delivery manager supporting network services required• 10 + years of direct IT management experience required• Direct experience with leading multiple teams and multiple services (wireless, voice, LAN, WAN, security, network operation center, etc.) concurrently required• BA/BS Degree required• Understanding of general data center (Nexus, F5 load balancers, NDFC), voice (PBX’s, IVR’s, VoIP), security (firewalls, access control systems, ACL’s), wireless (controllers, LWAPs, SSID’s), LAN (VLANs, switches, DNAC), WAN (SDN, VPN, ASR’s), situation management (incident management, problem, RCA’s), and other general network services technologies and practices are expected• Understanding of general project planning principles expected• Past budgetary and/or sales forecasting responsibilities preferred• Industry certifications (e.g.: CCNA, CCNP, CISSP, ITIL) a plus• ITIL understanding/background a plusKey Responsibilities:• Must be a strong leader who can run multiple work simultaneously. The candidate will be escalated to address current or future network services needs• Must have a deep technical skill of network services and can discuss technologies at an executive level. The candidate’s leadership will be counted upon for significant refresh planning, major incident resolution, communication with the customer, and to assist with proposals.• Ability to effectively communicate issues, remediation plans, and status on major initiatives to all levels of leadership• Ability to direct and interact during major outages and/or initiatives• An understanding of basic project management principles is necessary due to the considerable number of projects that the candidate’s teams will be responsible to deliver. Must have the ability to review detailed project plans and identify major oversights.• Ability to understand basic accounting principles and to forecast budgets and/or sales• Ability to use Microsoft Office applications• Ability to work evenings and weekends as required• Travel requirements are expected 2-4 times per yearRequired Skills:• Ability to work with non-IT savvy business partners as well as technical staff• Ability to articulate challenges effectively to Capgemini and customer executives• Ability to construct action plans and provide oversight to ensure delivery• Candidate will possess a high-level of written, verbal, presentation & negotiation skills• Responsible to meet directed deadlines and superb attention to detail• Initiative-taker with excellent time management skills• A big picture problem solverLife at CapgeminiCapgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer:Healthcare including dental, vision, mental health, and well-being programsFinancial well-being programs such as 401(k) and Employee Share Ownership PlanPaid time off and paid holidaysPaid parental leaveFamily building benefits like adoption assistance, surrogacy, and cryopreservationSocial well-being benefits like subsidized back-up child/elder care and tutoringMentoring, coaching and learning programsEmployee Resource GroupsDisaster ReliefAbout CapgeminiCapgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs.Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.

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