VP Service Management

Altice USA
United States, Texas, Plano
Dec 02, 2024
Altice USA 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 As part of the Technology Operations Organization, the Vice President of Service Management is responsible for overseeing and managing all aspects of automation and business transformation efforts which includes: Change Management, Configuration Management for our B2B and B2C business operations through adherence to ITIL best practices. This 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. The VP's leadership and expertise will be critical in maintaining a strong network foundation and enabling a superior customer experience. 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 achievesuccess. 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. Qualifications Bachelor's degree in Technology, Engineering or related field of study. A Master's degree is preferred 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 develop 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. Streamline network provisioning, configuration management, and repetitive tasks to improve efficiency and reduce manual errors 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 enterprise that delivers 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 Altice USA is an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law. Altice USA, Inc. collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law. Applicants for employment with Altice will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our Fraud FAQfor further details. This position is identified as being performed in/or reporting to company operations in New York State. Salary ranges are supplied in compliance with New York State law. Pay is competitive and based on a number of job-related factors, including skills and experience. The starting pay rate/range at time of hire for this position in Texas is $178,500.00- $255,000.00 / year. The starting pay rate/range at time of hire for this position in New York is $178,500.00-$255,000.00 / year. For other locations, please inquire with your recruiter. The rates/ranges provided herein are the anticipated pay at the time of hire, and do not reflect future job opportunity.