Director, Service Delivery-Sales and Vendor Support

Posting Job Title:Director, Service Delivery-Sales and Vendor Support
Requisition #: 148769BR
Posting Location: Andover, MA, US
Area of Interest:Information Technology Services
Position Type: Full Time

Posting Job Description


Job title: Director of Service Delivery Sales and Vendor Support

Location: Andover, MA

Reports to: VP of Transition Services

Who We Are:

NaviSite, A Time Warner Cable Company, is the premier provider of complex hosting, application management, and managed Cloud services for the enterprise market. It provides customized and scalable solutions, leveraging its industry leading hosting infrastructure; full suite of managed services; and custom and packaged application life cycle management expertise. More than 1,500 customers depend on NaviSite for customized solutions delivered through its global footprint, comprised of state-of-the-art data centers supported by approximately 650 professionals. For more information, please visit www.navisite.com.



Position Summary:

The Director of Service Delivery Sales and Vendor Support is responsible for ensuring successful service delivery support for sales opportunities including scheduling service delivery resources, 3rd party vendor engagement and contract reviews. In this role, the Director will be responsible for coordination of service delivery sales support through contract signing as well as coordination of 3rd party vendor relationships from sourcing through on-going vendor management.

The Director of Service Delivery Sales and Vendor Support will be actively engaged and facilitate development of internal and external partnerships on behalf of service delivery. Communication and relationship building skills are essential to the success of the role. The Director will work closely with the sales, legal, product management, engineering, operations and the Transition Services teams to ensure service delivery standards and service assurance are met and/or exceeded. A deep understanding of managed hosting and enterprise IT solutions is required. Director should demonstrate flexibility, strong leadership and understand management of diverse team members.

Primary Responsibilities:

Coordinate service delivery efforts to support product management including:

Assist with new product resource modeling and estimates
Assist with development of new product contracts, schedules, statement of work, RACI, sales materials, solution questionnaires and implementation plans

Coordinate engineering and implementation team resources to support sales opportunities including:

Pre-Sales activities
Scheduling of call or on-site resource participation

Coordinate and manage service delivery review of all contracts, services schedules, statements of work, RACI documentation and estimates prior to contract signing.
Provide 3rd party vendor management including:

Coordination of both internal and external relationships
Price negotiations
Contract review and on-going vendor management.

Provide succinct updates to executive team with identification of risks, issues and challenges on a mutually agreed upon timeframe.
Coordinate service delivery pre-sales activities to enhance and expedite quality contracts, clarity in services and clear roles and responsibilities.
Provide oversight and be responsible for overall pre-sales service delivery experience and satisfaction.
Create project status updates and measurable metric reporting to support the service delivery pre-sales processes
Support and provide on-going process improvement to ensure best practices for service delivery sales support
Provide input and participate in the creation of training plans and support for operational improvements
Ensure that contracts and service level agreement compliance is in line with business goals and standards at all times


Requirements:

Director should have an expert understanding of account management, managed services and product development
Hands-on knowledge of managed hosting environments including connectivity, infrastructure, server, monitoring and backup systems is preferred
The successful candidate must have extensive, relevant experience managing and coordinating global service delivery pre-sales teams on complex, IT managed services and enterprise solutions.
Extensive experience (10+ years) managing vendor relationships, sales support and product development.
Demonstrated ability to coordinate resource time to support sales and have minimal impact to day-to-day engineering or implementation activities.
Ability to ensure effective and timely communication to various teams across the company as well as customers.
Develop and nurture strong internal and external customer relationships; educate and advise sales associates and product managers on service delivery trends and technologies; attain trusted advisor status.
In coordination with the Director of Implementations, co-host meetings and support content to provide regular review of pipeline with participants from all areas of the organization
Candidate should be process driven and actively identifying areas of improvement for the service delivery team and organization
Business and/or Technical Bachelor's degree (or equivalent work experience)
Ability to travel up to 20%, depending on the needs of the organization

All correspondence will be held in the strictest confidence. We are an Equal Opportunity Employer.

CB:08/20/2013, Navitbot

FCC Unit_TWC: NAVIS
Controlling Establishment ID: 00800 - Andover 400 Minuteman Rd

More on TWC:
Time Warner Cable provides generous benefits. Health care and retirement benefits are significant portions of the total compensation package at TWC, and we invest more in those benefits than most employers. In addition, we offer tuition reimbursement, adoption assistance, competitive paid-time-off programs, work-life resources, and discounted pricing on TWC residential products and services for employees within our footprint. Our hope is that, by providing our employees with rich and flexible benefits, we can help them take care of the people who matter most - at work and at home.

Time Warner Cable is an Equal Opportunity Employer M/F/D/V.