Senior Director, Service Provider

at  General Datatech LP

GDT employs the most talented, tenured and certified professionals in the industry. We have always maintained a customer- first business model, which has helped transform our organization into one of the industry’s innovator, solution providers, and shared service experts. Be the solution. Keep clients happy. Provide intellectual value. Consistency. Be sticky. Help your fellow GDT-ers. Teach. Mentor. Lend a hand. Grow. Be professional, be engaged. ALWAYS.
Job Summary:
The Senior Director, Service Provider will provide enterprise-level assistance to our customers. You will provide oversight to ensure GDT provides optimal design and solutions based on our product offerings. This includes leading discussions on network design/architecture considerations, and ensuring our network is available and flexible to adapt to the demands from our customers. You will act as a point of escalation for complex problems that the team needs assistance with while coordinating appropriate resources. You will manage a team of professional services engineers ranging from Junior to Senior level.

Key Responsibilities:

• Oversee development and dissemination of usage guides, support guides, knowledgebase, and FAQs.
• Implement policies and procedure to support area of responsibility.
• Monitor, track, benchmark and analyze Network trends.
• Analyse performance of responsible technologies and documented solutions, identify problem areas, and resolve root cause.
• Assess need for any system reconfigurations based on Incidents on the Configuration Items and make recommendations.
• Research and recommend emerging infrastructure and other collaborative products, services, protocols, and standards.
• Lead the development of a comprehensive and successful enterprise network solution and support model.
• Responsible for design, staging, configuration, implementation, and support for infrastructure installations as necessary
• Design, prepare and lead the organization’s disaster recovery and business continuity supporting a highly available and resilient network.
• Provide prompt and accurate feedback to customers.
• Prioritize and manage several open issues at one time.
• Document technical knowledge in the form of notes and manuals

Knowledge, Skills, and Abilities:

• Ability to lead cross functional teams from Engineering, in support of pre-sales, project management and delivery to customers.
• Ability to lead programs of continuous improvement within the Engineering organization.
• Ability to oversee the development, implementation, and administration of Engineering procedures and policies as well as provide training, coaching, mentoring and disciplinary actions.
• Ability to plan and organize work consistent with the strategic goals, including team and individual detailed metrics.
• Identify prioritize activities and assignments and to ensure the effective monitoring and implementation of workforce plans

Ability to keep abreast of developments and relevant technologies applicable to the profession.

• Skillful in identifying customer needs and establishing and maintaining effective relationships with internal and external stakeholders.
• Skillful in workforce planning to include oversight of financial resources to ensure commitments are met and align with strategic objectives.
• Develop and guide a culture of talent development to meet business objectives and strategy.
• Ability to keep abreast of developments and relevant technologies applicable to the profession.
• Skillful in identifying customer needs and establishing and maintaining effective relationships with internal and external stakeholders.
• Ability to make sound and timely decisions.
• Excellent skills in communicating with people from different backgrounds and technical abilities.
• Ability to communicate to Leadership and peers’ complex technical items in a non-technical individual in a succinct and clear fashion.
• Proven ability to collaborate with and influence all levels of professionals, including peers.

GDT IS AN EQUAL OPPORTUNITY EMPLOYER. Applicants and employees are considered for positions and are evaluated without regard to mental or physical disability, race, color, religion, gender, national origin, age, genetic information, military or veteran status, sex, marital status, gender identity or any other protected Federal, State/Province or Local status unrelated to the performance of the work involved

• Oversee development and dissemination of usage guides, support guides, knowledgebase, and FAQs.
• Implement policies and procedure to support area of responsibility.
• Monitor, track, benchmark and analyze Network trends.
• Analyse performance of responsible technologies and documented solutions, identify problem areas, and resolve root cause.
• Assess need for any system reconfigurations based on Incidents on the Configuration Items and make recommendations.
• Research and recommend emerging infrastructure and other collaborative products, services, protocols, and standards.
• Lead the development of a comprehensive and successful enterprise network solution and support model.
• Responsible for design, staging, configuration, implementation, and support for infrastructure installations as necessary
• Design, prepare and lead the organization’s disaster recovery and business continuity supporting a highly available and resilient network.
• Provide prompt and accurate feedback to customers.
• Prioritize and manage several open issues at one time.
• Document technical knowledge in the form of notes and manual