Regional Technical Director

Overview

An extraordinarily talented group of individuals work together every day to drive TNS' success, from both professional and personal perspectives. Come join the excellence! The Regional Technical Director (RTD) position is accountable for all Operational responsibilities in the Italian region including all Delivery and Service Support elements.

Responsibilities

The 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.

Vendor 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 Operations.

Supporting the Sales organization as needed, representing Operations in the appropriate customer meetings. On occasion, the RTD may need to support Sales for local Operations input. The VP of Sales Consultancy will work closely with the RTD, as well as the local Business Sales Engineers and Account Managers.

Global Service Delivery Governance: The RTD will be responsible for ensuring that Italian Service Delivery functions as it should. In this case, it may be liaising between Sales and Operations locally and being an escalation point for the local Sales executive. The RTD will also engage with the central delivery team, ensuring that they are delivering the appropriate SLAs for the region. The GSD central team will be accountable for the Service Delivery Function in the EMEA region, but the RTD will be responsible for ensuring that targeted deliveries are meeting the expected criteria.

Business and Operations Support: Support the business as needed in any new opportunities to ensure that new solutions meet the set SLAs and standard services. Work with Sales Engineering and Product as needed for new sales opportunities that are non-standard. Act as an Operations escalation point for any operational issues within your region. Represent your operational peers to help manage the situation locally. Participate as a team member of the local Management team in making decisions that support the regional office and team.

Local Payments environment: Review the ongoing technological and regulatory developments in the region, including attendance of professional associations and forums (Telecoms/Payments), liaising with regulatory groups, and flagging technological challenges to your management team, the Product group and the local business.

Contract review and sign‑off: Ensure that contracts with customers/suppliers are completed in accordance with TNS standard operating procedures and requirements. Ensure interface with local authorities on fraud‑related matters connected to TNS services and systems infrastructure.

Incident/Problem Management: Provide a customer interface and escalation point during incidents. Facilitate the creation of a known problem and known‑error database, including corrective actions, for use during incidents. Facilitate major incident reviews following major service outages to review the incident and produce an action plan to put corrective actions in place. Ensure all incident reports are produced in a timely fashion following a significant service outage. Develop and manage problem analysis procedures and processes to enable problem prevention controls to be put in place. Develop and manage repeat fault analysis procedures and processes to enable detailed investigation of repeat offenders to be initiated.

Change Management: Work with the Global Change Management team to review, assess and authorise any emergency/major changes to TNS or customer networks/equipment that will affect live service. Ensure the priority and implementation timescales for changes are in line with the scale and degree of urgency for the work to be carried out. Ensure that all documentation, procedures, supporting information and diagrams are maintained to enable effective management of these services.

Service Level Management: Review monthly service reports to ensure that the quality of services is at appropriate levels for your region. Work with the Director of Network Services to develop a set of SLAs for TNS products and services within your region of responsibility. Be responsible for the upkeep and management of all SLAs. Review, assess and sign off amendments to customer SLAs being proposed by the Sales team for new services.

Vendor Management (again): Work with the Regional Vendor Manager to set priorities with local vendors. Ensure that there is a cash generation number in your budget every year and participate in the Cash Generation program. Ensure that all vendors have a current signed contract or MSA.

Qualifications

Education: BSc 3rd Level degree with concentration in business or an analytical field (math, science, etc.) or industry experience equivalent. ITIL Foundation Certification and Intermediate Certifications. Operations Experience. Project Management Experience.

Equal Opportunity Employer

TNS is an equal opportunity employer. TNS evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.