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Unified Communication Manager

  • Location: Aberdeen
  • Job type: Permanent
  • Sector: IT / Helpdesk Support, IT Manager / Engineer / Designer
  • Date posted: 29/10/2018
  • Job reference: VR/43879
This vacancy has now expired.
Job purpose:
With the focus on Unified Communications:
§Ensure that the Network and Collaborative Services defined in the IT Services Catalogue are provided at the level expected and measured by the indicators defined in the Service Cards. Then be the responsible to maintain and optimize it by supporting at Level 3 any incident, change, upgrade, release and deployment of the Network and Collaborative Services for the overall Group.
§Responsible for Telephony infrastructure at a Global level
§Responsible for Video Conference infrastructure at a Global level
§Responsible for the Online Conferencing solution at a Global level
§Collaborate in the management of projects identified and agreed as per the IT Project Management Group responsible.
§Act as a coach for the team on technical, operational and organisational issues.
§Handle any escalations from Regional/Business teams

Reporting lines and interactions:
§Hierarchically reports to: Senior Manager Global Network and Collaboration
§Operationally reports to: Senior Manager Global Network and Collaboration
§Directly supervises: Unified Communications Team
Key interactions (internally, externally):
§Internally: Peers in Global IT organization
§Externally: External operators, service providers and suppliers

Job scope:
§Responsible to deliver the Unified Communications services as per the definition of the services owned by the Senior Manager of Global Network and Collaborations. This includes the global telephony infrastructure, the global video conference infrastructure, meeting room strategy and the online conferencing solutions.
§Responsible to manage the Unified Communications Operational team on a day-to-day basis.
§Responsible to ensure that Unified Communications Operational team members spread worldwide follow and are in constant communication to follow IT processes.
§Responsible to propose optimization of Unified Communications Services and new services. Initiate the related projects after the approval of the IT Management.
§Responsible to manage escalations from the Regional Teams
§Participate in setting and managing the Budget for Unified Communications team.

Typical background and experience required:
Must have:
§Expertise on range of services management associated with strong managerial capacity.
§Strongly service orientation minded.
§Experience and knowledge of managing telephony and in-house video conference infrastructure.
§Knowledge of Call routing, Contact Center, SIP and H323 protocols, SAF and ICT, PBX systems and Expressways.
§Ability to manage widely distributed team in a strong multicultural environment.
§Ability to create, propose new solutions.
§Ability to convince, organize and negotiate - Communication skills
§Ability to control costs and deliveries, focused in quality objectives.
§Knowledge of assess the risks (technical, applications, human).
§Fluent in English

Nice to have:
§Energy Industry experience
§ITIL Foundations
§Strong personal efficiency and problem-solving skills; very concerned by security and standardisation/rationalisation aspects.
§Knowledge of Business processes.

Work Experience: + 4 years
Minimum education level: Bachelors degree in Telecommunication, Computer Science or related field

Main accountabilities:
§Ensures and guarantees consistency, delivery and improvement of all services where needed
oEnsures the proper delivery of those services to each client
oImplements common ITIL processes and global standards
oTracks and controls Key Performance Indicators (KPI)
oGuarantees the respect of all Managed Department Service Level Agreements (SLA),
oLeads developments to improve Managed Department Quality of Service and Service Levels
oEnsures the reporting on concerned perimeter
§Manages globally spread team of engineers and professionals
oManages resources planning
oGuarantees people motivation and development
oEnsures performance management of team members
oOrganises, prioritises and controls the assigned tasks to team members
§Contributes to the definition of overall IT infrastructures, technologies and operations orientations
oTranslates Group IT Infrastructure and Operations orientations framework into an annual action plan
oSets up mid-term development objectives (2/3 years)
oEnsures cost control through effective management of business/operating processes
§Prepares technical answers (feasibility, budget, resources) to non-standard Managed Department business requests, allowing sound decision making by governance bodies
oControls specific cost variables (rather than the total budget) to meet established targets.
oCommunicates information to the management/team: e.g., targets, goals and achievements.
oProposes appropriate actions for improving the delivery of his/her team services from a quality and cost perspective.
§Plans and participates in response to incidents, crisis management at Group level
§Manages and supervises the portfolio of Unified Communications projects in respect of timelines and budget, ensures appropriate communication.