Global Unified Communications Service Owner
- Reference Number
- ADV1771
- Closing date for applications
- 27 March 2014
- Country
- United States
- City
- Houston
- Function/Discipline
- Global IT
- Employment Category
- Perm & contract applications will be considered
- This role is offered on local conditions
- Working Hours
- Full/Part-Time
- Full Time
- Number of Roles Available
- 1
- Salary
- Commensurate with Experience
Global Unified Communications Service Owner
Position Summary
The UC service owner manages the UC service provision worldwide, works with partners and ensures the SLAs for the business are delivered.
Key Accountabilities
-Leads and is responsible for the end-to-end UC support provision including all UC service escalations and decisions (such as service operational budgeting, service improvement activities, etc).
-Ensures SLAs are adequately defined and met.
-Works with Service Management teams around incident, problem and request management.
-Provides gatekeeper authority for service introduction and transition from projects into live operational service.
-Owns the UC service model.
-Inputs into UC design authority decisions with other stakeholder IT teams.
-Engages with the business to provide service communication, performance reporting and IT bill explanations for cost transparency. Sets and reviews service pricing levels and available cost levers and reviews the holistic service offering to ensure an efficient total operating cost.
-Delivers process optimisation and improvements, which are delivered through the UC service catalogue.
-Ensures business outcomes are delivered whilst balancing risks and costs.
-Works with Strategy, Architecture, Projects and Digital Experience teams on the future shaping of the unified communications service.
-Works with IT asset managers and projects to advise on UC subjects, whilst leveraging SMEs from the support supplier to provide technical recommendations in line with live service provision.
Every individual has a duty to both themselves and those around them to ensure that safe practice is adhered to at all times. In addition to any specific accountabilities for HSSE, all employees are accountable for ensuring that they take care of themselves and adopt exemplary safe behaviours.
-Ensures SLAs are adequately defined and met.
-Works with Service Management teams around incident, problem and request management.
-Provides gatekeeper authority for service introduction and transition from projects into live operational service.
-Owns the UC service model.
-Inputs into UC design authority decisions with other stakeholder IT teams.
-Engages with the business to provide service communication, performance reporting and IT bill explanations for cost transparency. Sets and reviews service pricing levels and available cost levers and reviews the holistic service offering to ensure an efficient total operating cost.
-Delivers process optimisation and improvements, which are delivered through the UC service catalogue.
-Ensures business outcomes are delivered whilst balancing risks and costs.
-Works with Strategy, Architecture, Projects and Digital Experience teams on the future shaping of the unified communications service.
-Works with IT asset managers and projects to advise on UC subjects, whilst leveraging SMEs from the support supplier to provide technical recommendations in line with live service provision.
Every individual has a duty to both themselves and those around them to ensure that safe practice is adhered to at all times. In addition to any specific accountabilities for HSSE, all employees are accountable for ensuring that they take care of themselves and adopt exemplary safe behaviours.
BG Group is an equal opportunity/ affirmative action employer. It is company policy to provide equal opportunity in all areas of employment practice without regard to race, color, religion, sex, sexual orientation, national origin, age, marital status, veteran status, citizenship or disability.
BG Group provides reasonable accommodations so that qualified applicants with a disability may participate in the selection process. If you need an accommodation during the application process, please advise us by using the online contact form located on the search apply page of the website. Please state your request for assistance in your message. Thank you for considering a career with BG Group.
BG Group provides reasonable accommodations so that qualified applicants with a disability may participate in the selection process. If you need an accommodation during the application process, please advise us by using the online contact form located on the search apply page of the website. Please state your request for assistance in your message. Thank you for considering a career with BG Group.
Unique Knowledge, Skills, Experience and Attribute
Experience Needed:
• Experience of service delivery and IT relationship management including experience of customer facing roles
• Experience in vendor management, managing and coordinating outsourced service providers at a global level
• Proven experience in influencing and building effective working relationships with customers, peers, and external providers in order to ensure delivery of services
• Experience of working within an ITIL-based service management environment
• Direct experience of working with people in a geographically and culturally diverse centres
• Strong operational experience across large scale, complex organisations
• Significant understanding of service contracts and service level agreement strategies and application
• Experience in vendor management, managing and coordinating outsourced service providers at a global level
• Proven experience in influencing and building effective working relationships with customers, peers, and external providers in order to ensure delivery of services
• Experience of working within an ITIL-based service management environment
• Direct experience of working with people in a geographically and culturally diverse centres
• Strong operational experience across large scale, complex organisations
• Significant understanding of service contracts and service level agreement strategies and application
Knowledge, Languages, Skills and Attributes:
Education:
• Candidates will preferably be qualified to degree level or equivalent in an appropriate subject
• Understanding of ITIL V3 Foundations in IT Service Management
Candidates should also have the following professional attributes:
• Able to contribute to strategic debate, anticipating and proposing future changes that may be required
• Strong general understanding of infrastructure technology and support services not only specific to but including:
-Lync (inc EV Telephony)
-Audio Conferencing
-Web Conferencing
-Video Conferencing
-Immersive Telepresence
-Hub Audio Visual Services
-Digital Media Signage
-Legacy Call Managers
• Good problem-solving and analytical skills, able to determine the approximate impact of each issue quickly to prioritise further work
• Relationship Management skills, ability to build and create a strong internal network across levels and disciplines in BG
• Sound decision-making skills
• Excellent communication skills (both written and oral)
• Highly effective planning and prioritisation skills
• Drive and enthusiasm
• This individual will understand and have a commitment to the philosophy, mission, values, and vision of BG Group
• Candidates will preferably be qualified to degree level or equivalent in an appropriate subject
• Understanding of ITIL V3 Foundations in IT Service Management
Candidates should also have the following professional attributes:
• Able to contribute to strategic debate, anticipating and proposing future changes that may be required
• Strong general understanding of infrastructure technology and support services not only specific to but including:
-Lync (inc EV Telephony)
-Audio Conferencing
-Web Conferencing
-Video Conferencing
-Immersive Telepresence
-Hub Audio Visual Services
-Digital Media Signage
-Legacy Call Managers
• Good problem-solving and analytical skills, able to determine the approximate impact of each issue quickly to prioritise further work
• Relationship Management skills, ability to build and create a strong internal network across levels and disciplines in BG
• Sound decision-making skills
• Excellent communication skills (both written and oral)
• Highly effective planning and prioritisation skills
• Drive and enthusiasm
• This individual will understand and have a commitment to the philosophy, mission, values, and vision of BG Group
Special Features:
Ability to travel international occasionally
Additional Information for External Candidates
BG Group values diversity and is committed to equal opportunities; applications are welcome from all suitably qualified candidates.
Please note that after the closing date you will no longer be able to apply for the vacancy. The specific time of closing is midnight UK time on the date displayed. BG Group also reserves the right to close vacancies before the advertised closing date without prior notice.
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