Service Director

hace 3 semanas

San José, San José, Costa Rica Emerson A tiempo completo

Job Summary

The Service Lead will be responsible for leading the DEN service, ensuring it meets business requirements and remains current/supported. The role involves maintaining a Service Roadmap, understanding DEN requirements, and representing the DEN service to internal customers. The Service Lead will also ensure all services comply with local regulations and have appropriate metrics in place to track capacity and resource utilization.

Key Responsibilities

- Act as the single point of contact for the DEN environment within the organization
- Maintain a Service Roadmap to ensure all service components remain current/supported and continue to meet business requirements
- Understand the DEN requirements internally and external industry trends/ innovations to maintain a strategy
- Represent the DEN service to our internal customer, the RVO2 team
- Ensure all services comply with any local regulation working with our legal and compliance teams
- Ensure the service has the appropriate metrics in place to track capacity, resource utilization, user experience and OLA/SLA's
- Work closely with the Operations team to monitor service incidents and requests looking for areas of improvement and commonality that can be addressed in the next release of the service
- Work with other Service Owners and our Security Team to ensure the DEN service integrates where required with key monitoring systems and meets security requirements
- Works closely the Enterprise IT Operations/Service Delivery and Operations organization to ensure the service can be delivered and operated effectively, and remain current to meet business needs
- Works closely with our Cybersecurity team to maintain the security of the environment and address any relevant risks
- Work closely with our governance/risk and compliance function to ensure the appropriate risk assessments are carried out on all connectivity and that the assessments remain relevant as the service evolves
- Work with our finance team to maintain the budget for the service globally and ensure we recover our costs
- Work closely with our automation function to improve the overall service provisioning and monitoring, driving where possible local agility to project teams.
- Ensure all DEN Infrastructure networking projects are entered into our project dashboard for prioritization, resource assignment and execution
- Work as required as part of a project team consisting of design, transition and operational resources to complete/drive DEN related projects ensuring they are completed to schedule and budget
- Work with DEIS operations to ensure DEN devices are patched to ensure vulnerabilities are addressed and devices are configured according to security best practice
- Work closely with operations team maintaining a knowledge database, including Standard Operating Procedures for the DEN service, request fulfilment processes and addressing areas of continual service improvement

Additional Responsibilities

- During major service issues work with the appropriate teams to ensure swift resolution
- Works with other engineering groups on chronic Problems determining root cause and remediation actions

Requirements

- BA/BS in Information Systems or related area required
- Excellent communication and teamwork skills
- Process discipline and documentation skills essential
- Experience in managing and operating an IT Service, including financials
- Experience in simplifying complex issues and presenting to non-technical audiences
- Broad knowledge of networking, Cisco routing (WAN), switching (LAN) and SD-WAN technologies
- Broad knowledge of Information Security and best practice in relation to Wide Area Networks
- Minimum 10 years experience of working in a global environment, dealing with multiple time zones essential
- Experience of operating in an Enterprise environment with strict change control procedures
- ITIL v3 Foundation

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