Head of Voice & Multi-Media Services (Unified Communications)

Head of Voice & Multi-Media Services (Unified Communications)

City of London/Remote

GBP100,000 - GBP120,000 per annum + annual discretionary bonus

On behalf of a City of London based financial services organisation, I am seeking an experienced Head of Voice Services. You will eb responsible for making sure that the company's Voice services Unified Comms infrastructure and associated systems run smoothly, perform within agreed targets, and provide a stable platform for the company's business operations. This is a management role and will involve the supervision of six team members.

Responsibilities:

• Deliver and promote adoption of MS Team unified communications platform as core end point voice solutions across the user community
• Develop architecture plans for voice and multimedia services.
• Provide Roadmaps for voice technology services including associated invest, retain, retire strategies
• Collaborate with internal and external teams in development and delivery of Voice Strategy
• Prepare appropriate budgets and specifications for projects in line with roadmaps and strategy
• Establish and maintain a pro-active Voice services monitoring framework using and developing monitoring & alerting tools to provide leading indicators to the health, availability, capacity and reliability of the environment.
• Responsible for operational management of voice environment and available for L2/L3 escalations.
• Work in partnership with the Global Networks management, Head of Trader Voice and Engineering teams to ensure solutions are implemented in an appropriate manner that enables consistent and effective support by the Voice Services team
• Ensure all changes to production follow the businesses Permit to Operate process and adhere to Change Control processes.
• Ensure all risk controls are managed effectively according to the risk control framework
• Manage 3rd party Telephony venders and ensure that SLA's are met or exceeded.
• Financial control for voice related services and projects.
• Delegating workload, annual staff reviews and recruitment.
• Provide leadership and guidance to coach, motivate and lead team members to their optimum performance levels and career development.

Skills/Experience required:

• You must hold a significant background of managing a Voice Operations & Implementation Team (Unified comms)
• Previous responsibility for supporting Voice in an enterprise scale environment including knowledge of Cisco products/MS Teams and how they integrate into a working environment
• 3rd party/vendor management experience
• Experience within a trading or financial services environment would be highly advantageous
• Knowledge and experience with ITSM/ITIL V3 Reference model

Skills:

• Excellent people and customer skills along with the ability to develop strong working relationships
• Excellent attention to detail, highly organised with a proactive approach
• Strong analytical ability and problem-solving skills.