Regional Technical Director

An extraordinarily talented group of individuals work together every day to drive TNS' success, from both professional and personal perspectives.  Come join the excellence!OverviewThe Regional Technical Director (RTD) position is accountable for all Operational responsibilities in the Italian region including all Delivery and  Service Support elements.ResponsibilitiesThe RTD position is accountable for all Operational responsibilities in the region including all Delivery and Service Support elements, which aim to meet our customers' requirements in accordance with defined Service Level Agreements, their expected customer satisfaction (their “Peace of Mind”) and supporting the overall business requirements.The position will act as the Operations Manager for the local country, ensuring that all operational responsibilities are covered in the local office. This will also act as a key stakeholder to ensure the operational services are running as expected in country and liaising on a regular basis with the centralized NOC management team to ensure that local customer satisfaction is at the expected levels. This will also be the case for any Service Delivery projects being delivered in-country.The position will work closely with both the Business and Network Operations Departments to ensure that Customer Satisfaction is performing at optimal levels. The role will also be engaged in functions such as customer satisfaction and ensuring the customers’ services are running at optimal levels.Service Assurance, Delivery of new services, Incident Management and Continual Service Improvement are all key elements of the role. The position acts as local Operations leader in the Italian office and will have responsibility for different Operations functions as outlined.This role is also partially responsible for the technical delivery of services into the network to meet the needs of customer sales and internal network maintenance activity.    QualificationsVendor Management The Regional Technical Director will be responsible for Italian Vendor Management and will help manage the local vendors supporting the regional strategy. This will be supported by the centralized vendor support teams.  Responsible for Italian Service Operations The Global NOC will be accountable for Incident Management in EMEA and with support from the RTD on a day-to-day basis.For Customer Service Management, the RTD will be responsible for customer satisfaction in Italy and will work with the Global Service Operations team who will be accountable for customers in EMEA, supporting the RTD on a daily basis. The RTD will oversee local Change Management and Problem Management, supporting the global process and will support the Global Change Manager for any changes in country. Country/Office Operations Leadership The RTD will be responsible for Operations Leadership in Italy with support from the VP of EMEA Operat...