Ingram Micro
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Director, Global Network & Telephony Services

Irvine, CA, United States
Job ID: 40617

Description

Ingram Micro touches 80% of the technology you use every day with our focus on Technology Solutions, Cloud, and Commerce and Lifecycle Solutions.  With $50 billion in revenue, we have become the world’s largest technology distributor with operations in 59 countries and more than 35,000 associates.  We continue to strategically expand our global reach with 40 acquisitions since 2012. 

 

Your role:

The Director, Global Networks and Telephony for Ingram Micro’s global IT operations department will be a key resource on the VP, Global Infrastructure Operations.

 

Provide leadership, strategic planning, direction, management, and administration of global network services including: Design, Engineering, Operations, Project Execution and Outsourced Supplier Management. The portfolio of services includes (but is not limited to): Global WAN (SDWAN), Internet, Wired/Wireless LAN, WAN Optimization, Remote Access, IP Services, Load Balancing, Internet/Extranet, Network Access Control, Video, Telepresence, Mobility, Web-conferencing, Skype-for-Business Telephony, Contact Center (ININ), and Voice Telecommunications. Directs review of current systems, tools, and processes to determine appropriate changes to effect improvements, reduce costs, and enhance efficiency.

 

 

Major/Key Accountabilities:

 

  • Partners with Enterprise Architecture function and suppliers to determine new technology opportunities, timelines, and enterprise fit
  • Manages reliable, adaptable, secure, and cost-effective network services
  • (voice and data) technologies, software, equipment and/or systems; works within security guidelines as specified by the IT Security Operations function
  • Develops and drives metrics for improved network performance
  • Provides governance to outsourced and 3rd party providers (both on- and off-shore); provides strategic direction to retained staff
  • Directs review of current network services on an on-going basis to formulate new and revised services ensuring optimal use, capacity planning, effect improvements, reduce costs, and/or enhance efficiency
  • Oversees that projects align with overall business strategy and provide maximum return on investment
  • Publishes technical requests for information (RFI) and requests for proposals (RFP) for new network services and/or technologies, evaluates proposals, and negotiates related contracts
  • Establishes and maintains professional contacts with network service providers and other 3rd party providers
  • Engages with other IT functional teams to champion communications across blended teams (internal staff, contractors, outsourced resources and advises on project platform/application integration decisions

 

Service Availability and Customer Focus (35%):

Accountable for the stability and performance of Ingram Micro’s global network and telephony.  This includes wide area and local network segments, wireless, internet, traditional PBX, VOIP and call-center technologies.  End Results: The infrastructure will have almost zero business impacting outages, any outages will be resolved quickly with a demonstrated sense of urgency.  Our end users will have the necessary network performance to perform all work-related activities effectively to service our customers.  This high level of service will be provided at the most reasonable cost possible leveraging innovative solutions and designs.  All networks will be compliant with the standards set by out IT Security team and managed effectively to eliminate malicious activity and risks.  We will effectively monitor both call and network quality of service

 

Know your customers. Lead the triage of escalated, complex problems as needed to ensure restoration and/or quality of service. Deliver effective Operational support for converged, Global IT Voice and Data Network to address business goals and operational requirements. Partner with Global Information Security to ensure security, audit and compliance requirements are met. Execute capacity and performance monitoring and reporting against defined forecast model and anticipated demand. Implement continuous operational improvements to further mature service delivery by leveraging automation

 

Projects Delivery (30%):

Accountable for the delivery of innovative solutions to ensure that our end-to-end networks, telephony and call-center infrastructure are modernized, leveraging both industry best practices and emerging technologies such as SDWan, UCaaS, Next Gen Firewalls, advanced WiFi networks to continuously improve performance and reliability and ensure supportability and security on all networks A hands-on manager leading team in analysis, business requirements, product evaluations, vendor section process, solution design, testing phase, and implementation solutions including business processes, solution design, system enhancements, interfaces, and reports. Ensure effective transition from project delivery to production support.  End Results: Effective long-term strategies will be created which drive annual project plans.  Project will be executed on-time and on budget with no unexpected outage time.  Networks, telephone systems and associated infrastructure will have a life cycle that allows them to be maintained and supported effectively. 

 

Budget Management (10%):

Accountable for multimillion-dollar cost center that includes global costs for network provider services, internal and external labor and project expenses as well as a multimillion-dollar annual project budget.  End Results: Meet or exceed budget expectations while delivering world class performance.  Manage critical vendors and maintenance costs to maximize investments, increase and increase services, look for annual reductions to existing cost models.  Effectively forecast annual and multi-year costs for all network and telephony globally

 

Team Management and Development (15%):

Recruit, Hire and develop outstanding technical resources and leaders.  End Results: Ensure that the team has outstanding technical expertise in a broad number of products in both the network and telephony space.  Current employees will continue to develop technically and from a leadership capabilities perspective.  Both onshore and oversees Ingram Micro resources will execute at a very high level and demonstrate characteristics that support our operational and project execution goals.  Performance issues will be dealt with effectively through coaching, feedback, and clear expectations.

 

Manages vendors (10%):

Maximize existing vendors, make vendor corrections or changes to make sure that we have a high performing cost-effective partnership.  End Results: Guide the team on defining vendor service requirements, delivery expectations and contract terms to meet the business needs during contract negotiation or renewal. Partner with Vendor Relationship Managers to define vendor KPIs, foster healthy supplier relationships, and ensure vendor performance meets expectations. Perform vendor escalation as required. Participate in vendor governance activities to review vendor service delivery and address unmet SLAs.

 

What you bring to the role:

 

  • Bachelor's degree in Computer Science, Information Technology, or related field. MS Degree in Computer Science a plus
  • Certifications for Six Sigma, ITIL, PMP or other quality systems a plus
  • 15+ years of IT and business/industry work experience with at least 10+ years in a strategic management/executive level role.
  • Deep technical knowledge of legacy, emerging and cutting-edge technologies in network and telephony and driving transformation in this space.
  • Proven leadership and experience in building and maintaining large global teams and running global networks.
  • Proven track record of driving costs out of network and telephony provider space.
  • Experience managing global relationships with multiple vendors.
  • Experience implementing both technology updates and transformational technologies.
  • Demonstrated success leading multiple cross-functional teams required.
  • Experience working in highly matrixed organization with cross functional dependency.
  • Exceptional problem-solving and analytical skills required.
  • Experience in managing to consensus with teams and stakeholders (prioritization, budget, requirements).
  • Strong communication skills including experience working with senior executive management to effect change.
  • Strong interpersonal and talent management skills, including the ability to identify and develop talent.

 

* Position may require occasional travel.

 

*This is not a complete listing of the job duties.  It’s a representation of the things you will be doing, and you may not perform all these duties.

 

Ingram Micro believes there is no place in our society for social injustice, discrimination, or racism. As a company we do not – and will not – tolerate these actions.

 

Ingram Micro Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected category under applicable law.

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