Business Manager – End User Services

Firm #072

Potential candidate should:

· Help maintain a stable production environment and deliver high quality customer service through strategy, development, and execution.

· Ability to work in a fast-paced environment while building and maintaining high-quality working relationships with clients, service providers and team members.


· Product owner of Secure Business Mobile product that delivers compliant SMS and voice capabilities:

· Responsible for leading oversight of backlog prioritization, product roadmaps and daily engagement across vendors, development teams and operations

· Work closely with vendor and internal development teams to execute against critical roadmap items, i.e., feature enhancements, automation, API development, etc.

· Responsible for vendor management and oversight of contracts and third-party oversight process

· Perform business management role across the Collaborative Workspace organization.

o Develop and execute against labor budget: headcount strategy, relocations, strategic location initiatives, etc.

o Coordinate recruiting efforts and provide guidance to managers.

o Developed a new organizational model that implements Scrum and co-located features teams across strategic locations.

o Organize and coordinate strategic activities/initiatives: Staff Meetings, Off-sites, Town Halls, Objectives, Org announcements, etc.

· Improve and maintain operational excellence through end-to-end global service delivery and continual service/process improvements across end user technologies, i.e. Video Conferencing, Audio Conferencing, Telephony, Video Streaming, Instant Messaging and Desktop.

o Develop and maintain operating/support models.

o Liaise between Engineering and Operations to ensure new products and services are ready for production environment, i.e. permit to operate processes, documentation, training, communication, etc.

o Identify trends and improvement opportunities through metrics and customer feedback.

o Create and maintain polices, standards and best practices.

· Responsible for end user communications:

o Create and maintain user guidance across various technologies.

o Create and send user impacting change notification emails across the organization.

o Represent end user services in the re-design of company intranet to ensure services and products are accurately represented.

o Develop and coordinate end user surveys and analytics.

o Develop and maintain product catalog.

· Established reporting and analytics across end user services, i.e. SLAs, KPIs, ticket volumes, trends, etc.

· Central point of contact and direct interface into stakeholders, support teams, vendors and internal customers

· Expand and enhance Technology service catalog (request, workflow, automation) in an effort to increase efficiency across support teams and drive self-service with end users.

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