Unified Communications Manager (Telephony/Video Conference) - VR/20308

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Status: Permanent
Location: Aberdeen
Rate: Commensurate with experience

Currently recruiting for an experienced Unified Communications Manager. It is a permanent staff position based in Aberdeen.

Job Purpose:

  • Ensuring that the Network and Collaborative Services defined in the IT Services Catalogue are provided at the level expected and measured by the indicators defined in the Service Cards. Being responsible for maintaining and optimising it by supporting at Level 3 any incident, change, upgrade, release and deployment of the Network and Collaborative Services for the overall Company.
  • Responsible for Telephony infrastructure at a Global level.
  • Responsible for Video Conference infrastructure at a Global level.
  • Responsible for the Online Conferencing solution at a Global level.
  • Acting as a coach for the team on technical, operational and organisational issues.
  • Handling any escalations from Regional / Business Teams.

Duties & Responsibilities:

  • Ensuring the proper delivery of services to each client.
  • Implementing common ITIL processes and global standards.
  • Tracking and controlling the Key Performance Indicators (KPI).
  • Guaranteeing the respect of all Managed Department Service Level Agreements (SLA).
  • Leading developments to improve Managed Department Quality of Service and Service Levels.
  • Managing resource planning.
  • Organising, prioritising and controlling the assigned tasks to team members.
  • Translating Group IT Infrastructure and Operations orientations framework into an annual action plan.
  • Setting up mid-term development objectives every 2 / 3 years.
  • Ensuring cost control through effective management of business and operating processes.
  • Controlling specific cost variables to meet established targets.
  • Communicating information to Management and the team.
  • Proposing appropriate actions for improving the delivery of the team services from a quality and cost perspective.

Experience & Qualifications:

  • Previous experience in a similar role is essential.
  • Relevant experience and knowledge of managing telephony and in-house video conference infrastructure is essential.
  • Knowledge of Call routing, Contact Center, SIP and H323 protocols, SAF and ICT, PBX systems and Expressways is essential.
  • Previous experience in the Oil & Gas Industry would be preferred.
  • A Bachelor’s degree qualification in Telecommunications / Computer Science, or any other related field, would be preferred.
  • ITIL Foundation certification would be preferred.

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