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Senior Vice President of Service Management

1 month ago

Plano, Texas, United States Altice USA Full time

Altice USA is a cutting-edge communications, media, and tech company. We connect people to what matters most to them; texting with friends, advertising that resonates, or binge watching their favorite show. Our differentiated approach centers around technologies that push the envelope and deliver the ultimate customer experience. We're building a workforce that attracts and retains the best talent, not only to meet the needs of our customers, but that also reflects the diverse communities we serve.

Job Summary

The Vice President of Service Management is responsible for overseeing and managing all aspects of automation and business transformation efforts. This includes Change Management, Configuration Management for our B2B and B2C business operations through adherence to ITIL best practices. The leader will coordinate with business and product teams to enable new products and services within the Technology Operations department. This leader will drive the adoption of automation tools and technologies to streamline service management processes and will identify areas for process automation and implement solutions to reduce manual effort and improve efficiency.

Responsibilities
  • Develop and implement all Technology Operations KPIs and provide senior leadership visibility into service and platform reliability performance across all business functions and products.
  • Supervise and analyze network performance, capacity, and utilization. Identify performance bottlenecks, congestion, and latency issues. Implement network optimizations, such as traffic engineering, QoS, and caching mechanisms. Ensure optimal network performance and scalability.
  • Develop continuous improvement projects for our platforms through the analysis of end customer feedback, incidents, root cause analysis, and platform performance measures across all internal OSS/BSS systems and customer facing services.
  • Identify and mobilize projects to improve the resiliency of our platforms to eliminate single points of failure.
  • Design and own the change management process for all technology platforms across the company in order to deliver product releases and technology upgrades without business impact while maintaining product release velocity.
  • Implement and manage configuration management tools and processes within the technology environment. Create a scalable configuration management environment and toolset that integrates into change and incident management processes.
  • Partner with sales, product and engineering teams to launch new products and services within Technical Operations across all lines of business. Define clear SLAs, performance measures, communication process and related ITIL processes for these services.
  • Engage key stakeholders throughout a matrixed organization and our business partners to achieve success.
  • Drive continuous improvement initiatives to enhance service delivery processes, automation, and customer experience for existing services.
  • Provide leadership and guidance to junior network engineers. Mentor and coach team members to develop their technical skills and professional growth. Conduct performance evaluations, set goals, and provide constructive feedback.
  • Effectively manage a backlog of deliverables and capabilities as well as 'test and learn'/experimentation targeted at defining/refining future deliverables, measuring performance, and adjusting the overall roadmap of deliverables as needed.
  • Leverage AI and ML algorithms to analyze service data and identify patterns, trends, and opportunities for improvement.
  • Partner with peers in the AI domain to identify opportunities for commonality, reuse, and advancement of technology in the AI and Automation space.