Cognitive Operations Manager

NL-Amsterdam
Job ID
2017-1826
# of Openings
1
Category
Management

Overview

The Cognitive Operations Manager has a blend of governance and management acumen, business savvy, technical aptitude, an unparalleled drive and work ethic, and a sense of personal entrepreneurship. You will form and manage relationships with Fortune 100 / Global 100 solution partners and interact with senior technologists and executives across dozens of Fortune 1000 / Global 2000 businesses.  

You will govern a global account portfolio and be responsible for oversight and delivery of all operational activities. Expect to lead weekly status calls with our partners, technical support review meetings, quarterly executive presentations, all while overseeing and driving global operations. The Cognitive Operations Manager ensures staff are operating efficiently, all account and project engagements receive optimal prompt support, and customer satisfaction maintains industry leading levels. 

Responsibilities

  • Provide governance and leadership of key, high-profile Global Fortune 1000 partner/client relationships.
  • Ensure absolute quality standards of technical & business service delivery
  • Oversee service delivery teams and account portfolios
  • Oversee operations resources (system administrators, database administrators, network managers, application support specialists, etc.)
  • Advocate client service requirements and “outside in” perspective.
  • Through expert understanding of IPsoft service delivery, advocate IPsoft’s services and solutions to the client account portfolio.
  • Ensure that the service delivery managers provide necessary liaison between customers, IPsoft business executives, and technical subject matter experts to ensure consistent communications and quality service delivery. 
  • Participate in internal & customer-facing conference calls, demonstrations, and presentations in conjunction with partner resources
  • Support direct management in other business and operational development initiatives, as required
  • Ensure that service transition is providing optimal service to our customers and delivering to our operations.
  • Be the local extension of our transition management team ensuring adherence to global standards and best utilization of global and local resources.
  • Ensure that project scope is implemented as agreed in sold engagements pushing the internal organization towards standard delivery minimizing any customer uniqueness.
  • Ensure that global staff, working on local customer engagements follow the same highest standards as the local team. 

Qualifications

  • Bachelor’s degree in Computer Science, Information Management, or similar field (business-oriented technical degrees given special consideration and technical / business dual majors given most-favored status)
  • Minimum of 3 years managing operational teams consisting of at least 20 reports
  • Minimum of 2 years in a business-oriented role, such as technical project management or IT lead
  • Minimum of 5 years hands-on operations experience in technical domains
  • Flawless oral and written communication skills
  • Strong organizational skills
  • In-depth experience and knowledge of business-driven technology solutions required
  • Experience in managed services strongly preferred

 

Functional knowledge of the below domains with expertise in at least two is required.  Special consideration for generalist technology backgrounds.

  • Data Networking
  • Storage Management
  • UNIX Systems Administration (Solaris, Linux, AIX, etc.)
  • Windows Administration
  • Messaging Platforms
  • Database Administration / Architecture
  • Application Programming/Management
  • Datacenter management
  • IP Telephony
  • Technology Management Standards, such as ITIL, ISO, eSCM
  • Process methodologies highly desired (Six Sigma, Prince2, PMBOK)
  • Agile project management
  • Network & System Security
  • Technology Business Management Principles

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