**VP of Service Management: Leading the Way in Automation and Business Transformation**

3 days ago

Bethpage, New York, United States Altice USA Full time

About the Role

The Vice President of Service Management at Altice USA is a strategic leader responsible for overseeing and managing all aspects of automation and business transformation efforts. This includes Change Management, Configuration Management for B2B and B2C business operations, and adherence to ITIL best practices.

Key Responsibilities

  • Develop and implement Technology Operations KPIs to provide senior leadership visibility into service and platform reliability performance across all business functions and products.
  • Supervise and analyze network performance, capacity, and utilization, identifying performance bottlenecks, congestion, and latency issues.
  • Implement network optimizations, such as traffic engineering, QoS, and caching mechanisms, to ensure optimal network performance and scalability.
  • Develop continuous improvement projects for platforms through analysis of end customer feedback, incidents, root cause analysis, and platform performance measures.
  • Identify and mobilize projects to improve the resiliency of platforms to eliminate single points of failure.
  • Design and own the change management process for all technology platforms across the company to deliver product releases and technology upgrades without business impact.
  • Implement and manage configuration management tools and processes within the technology environment.
  • 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 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, mentoring and coaching team members to develop their technical skills and professional growth.
  • Effectively manage a backlog of deliverables and capabilities as well as 'test and learn'/experimentation targeted at defining/refining future deliverables.
  • Leverage AI and ML algorithms to analyze service data and identify patterns, trends, and opportunities for improvement.

Requirements

  • Bachelor's degree in Technology, Engineering, or related field of study.
  • Minimum fifteen years' industry experience, with a minimum ten years of leadership experience, specifically within a 24/7 operations.
  • Previous experience leading a large-scale service delivery organization is required.
  • Experience with business process improvement methodologies such as Kaizen and/or Six Sigma.
  • Expert-level experience in Network Operations, including risk management and compliance, with experience leveraging analytics, tools, and process improvement methodologies to optimize performance.
  • Experience developing and deploying automation leveraging artificial Intelligence (AI) and machine learning.
  • In-depth knowledge of ITIL framework and certification is highly desirable.
  • Design and implement network automation and orchestration solutions using tools like Ansible, Python, or SDN technologies.
  • Experience leading automation projects and teams in complex capital automation projects.
  • Demonstrated experience in change management and leadership in a DevOps model for both cloud and on-premise platforms.
  • Experience implementing and overseeing configuration management tools and processes for large enterprises that deliver technology.
  • Comprehensive knowledge of industry regulations, compliance frameworks, and data privacy laws.
  • Exceptional leadership, communication, and interpersonal skills with a track record of building and motivating high-performance teams.
  • Strong analytical and problem-solving abilities, with a results-oriented approach to decision-making.
  • Ability to collaborate effectively with cross-functional teams and manage vendor relationships.

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