Reporting to the Vice President of Consumer Support Services, the Director of Consumer Delivery Services, Front Office will provide team oversight and have primary, global responsibility for technical solution delivery, and Tier 2 support for Franklin Templeton Workstation, Mobile Device, Messaging, Security and Unified Communication services. Disciplines include, but are not limited to Technology Adoption, Software Distribution, Device Management, Software Asset Management, and Consumer Technology Life-cycle Management. The qualified candidate will develop and lead a high performing team while partnering with key stakeholders in business and technology areas across the company.
Delivery and support of consumer technology solutions globally for approximately 12,000 people in 120+ locations.
Partner with Architects, Engineers, Customer Support personnel & leaders, and other stakeholders to contribute to design, communicate and implement against defined strategies, Technology Roadmaps, Standards, Processes and Services
Provide full Product Life-cycle support & Capacity Planning and Performance Management for Messaging, Unified Communications, & mobile device management platforms. Establish/refine a forecast model and anticipate demand
Execute Software packaging and Automated Software Distribution for Workstations and Mobile Devices for application deployment, maintenance and upgrades.
Plan and deploy new operating systems and core infrastructure services applications running on IT Workstations and Mobile Devices such as but not limited to Windows, iOS, Mac OS, Virtual Desktop Technologies, Microsoft Office.
Provide full Product Life-cycle support of the Company’s video conference room systems.
Management oversight of conferencing event & consulting service
Perform Financial forecasting; manage project and departmental budgets
Establish metrics and measurements demonstrating service delivery health. Communicate through Operational Reviews
Stay abreast of new and emerging technologies and processes. Evolve and apply to continuously improve IT service delivery for consumer based technologies.
Make and influence technical and business decisions
Work closely with Vendor Relationship Managers to foster healthy supplier relationships, manage contracts, product performance, usage monitoring and forecast, service levels and expectations
Partner with Architecture & Engineering leaders to establish criteria and execution to ensure proper transition from engineering to operational run areas for project delivery and production support.
Lead the triage of escalated, complex problems as needed to ensure restoration or quality of service
Recruit, develop and mentor a team of talented, highly motivated staff
Develop opportunities for cross-team effectiveness and remove organizational barriers for strong teamwork, collaboration, and excellent service delivery
Qualifications
Ideal Candidates will have:
10+ years’ experience leading teams responsible for Infrastructure Support & Service Delivery for global mid to large sized corporations with geographically dispersed populations
Passionate, collaborative, results-oriented leader with a proven track record of inspiring and building strong performing teams
Demonstrated technical management knowledge in the areas Windows, Mac OS, iOs, & consumer based technologies (desktop & mobile)
Experience in implementing quality guidelines, standards and procedures and developing key performance indicators to manage overall health of service delivery
Experience leading geographically distributed and culturally diverse work-groups
Excellent written and verbal communication skills
Strong organization and planning skills
Strong influencing / negotiation skills
Strong interpersonal / relationship management skills
Demonstrated financial and contract management skills
Bachelor’s Degree in Computer Science or equivalent experience
Financial Services industry experience
Expertise in Unified Communications and conferencing platforms including MS Lync & Cisco Tandberg
Experience with IBM iSeries, AIX, Linux, Solaris, EMC, NetApp, and Cisco Server and Network technologies
Practical experience in the areas of Information Security and Risk Management, Business Continuity, Disaster Recovery/Avoidance, or Systems Development
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