Regional Technical Director, Italy

Transaction Network Services; Milano; In loco; EUR 80.000 - 110.000; Tempo pieno

Descrizione del lavoro

A leading company seeks a Regional Technical Director in Italy to oversee operational responsibilities, manage vendor relationships, and ensure high customer satisfaction. This role requires extensive experience in operations and project management, along with relevant educational qualifications. Join a dynamic team and contribute to service excellence and customer success.

Competenze

• 10 years Operations experience.
• 5 years Project Management experience.

Mansioni

• Responsible for operational aspects in Italy, ensuring customer satisfaction.
• Manage Italian vendors and support regional strategy.
• Provide leadership and act as customer interface during incidents.

Conoscenze

Operations Management

Vendor Management

Customer Satisfaction

Incident Management

Service Assurance

Formazione

BSc degree in business or analytical fields

ITIL Foundation and Intermediate Certifications

Descrizione del lavoro

An extraordinarily talented group of individuals work together every day to drive TNS' success, from both professional and personal perspectives. Come join the excellence!

Overview

The Regional Technical Director (RTD) position is accountable for all operational responsibilities in the Italian region, including all Delivery and Service Support elements. The role will work closely with our customers to ensure high customer satisfaction and that their service meets the expected service criteria.

Responsibilities

The RTD is responsible for all operational aspects in the region, including Delivery and Service Support, aiming to meet customer requirements according to Service Level Agreements, ensuring customer satisfaction ('Peace of Mind'), and supporting overall business needs.

The role acts as the Operations Manager for Italy, ensuring all operational responsibilities are covered locally. It involves liaising with the centralized NOC management team to maintain customer satisfaction levels and overseeing in-country Service Delivery projects.

The RTD collaborates with Business and Network Operations Departments to optimize Customer Satisfaction and is involved in functions like customer satisfaction and maintaining service performance.

Key elements include Service Assurance, Delivery of new services, Incident Management, and Continual Service Improvement. The RTD acts as the local Operations leader and shares responsibility for technical service delivery into the network to support customer sales and network maintenance.

Vendor Management

The RTD manages Italian vendors supporting the regional strategy, working with the Regional Vendor Manager to set priorities, standardize interfaces, ensure contracts are current, and participate in the Cash Generation program.

Responsible for Italian Service Operations

The Global NOC handles Incident Management in EMEA, with daily support from the RTD for Italy. The RTD oversees local Change and Problem Management, supporting global processes and collaborating with the Global Change Manager for country-specific changes.

Country/Office Operations Leadership

The RTD provides leadership in Italy, acting as a customer interface during incidents, facilitating problem and error management, conducting incident reviews, and developing problem prevention procedures.

Supporting Business Operations

The RTD supports the Sales organization, participates in customer meetings, and collaborates with Sales Engineering and Product teams for new opportunities. It also involves regional regulatory engagement and contract management.

Global Service Delivery Governance

The RTD ensures Italian Service Delivery meets standards, liaising with Sales and central delivery teams, reviewing service reports, and managing SLAs.

Qualifications

• Education: BSc degree in business, analytical fields, or equivalent industry experience.
• ITIL Foundation and Intermediate Certifications.
• 10 years Operations experience.
• 5 years Project Management experience.

If you are passionate about technology and growth, explore what TNS offers!

TNS is an equal opportunity employer, evaluating qualified applicants without regard to race, color, religion, gender, or other protected characteristics.