Global Network Engineering Director (Hybrid/Night Shift)

Job Summary

This Director role will be responsible for the development and execution of our global service delivery model in support of our growing international B2B customer base. They will collaborate across the Operations organization to drive process improvement & change adoption. Additionally, this Director will help mature our local Manila strategy from both a cultural and operational standpoint that ensures our 700+ Manila employees have the tools & resources to be successful and feel connected to the global business team.

Core Responsibilities

GM Role and Responsibilities:

• Localization of Global Strategy: Adapt corporate strategies to align with local market conditions, regulatory requirements, and cultural nuances.
• Goal Alignment: Ensure local goals align with the broader organizational objectives, collaborating with both functional leaders and regional leadership.
• Compliance: Ensure adherence to local laws, regulations, and company policies.
• Cross-Functional Collaboration: Work closely with other functions (e.g., HR, Finance, Sales, Marketing, IT) in the matrix to ensure operational effectiveness.
• Communication: Act as a liaison between local operations and headquarters, ensuring transparent and effective communication.
• Cultural Sensitivity: Promote diversity, equity, and inclusion while respecting local cultural norms.
• Market Insights: Stay informed about local market trends, competitor activities, and customer needs, and share insights with the global team.
• Risk Mitigation: Identify potential risks specific to the local environment (e.g., geopolitical, economic, or operational) and develop contingency plans.
• Change Implementation: Lead local execution of global initiatives and manage the impact of organizational changes on the local team.

Minimum Requirements:

• Bachelors Degree or any related degree
• At least 10 years relative working experience
• Must have experience in an international telecom account/company
• Strong background in Service Delivery and Service Management

Additional Core Responsibilities:

• Lead all operational aspects by ensuring stable, robust and scalable operational processes to support enterprise customers.
• Play an active role in the management team by participating in project management prioritization, daily change management meetings and other departmental responsibilities.
• Create and implement standardized processes and improving on existing methodologies, including departmental structures and organizational improvements.
• Work closely with team leaders to assure high levels of customer satisfaction.
• Manage enterprise services operations activities in multiple locations.
• Establish and maintain solid vendor and partner relationships.
• Work closely with field operations, account team, sales, product development, delivery and business development staff.
• Direct the preparation and implementation of policies, procedures and standards.
• Prepare, analyze and manage operations through statistical analysis of activities.
• Provide oversight and an escalation role for enterprise business solutions technologies.
• Ensure achievement of all system, team and individual customer service goals and standards.
• Participate in annual budgetary and financial management, workforce including forecasting and planning. Develop long range strategic planning and cost operations management.
• Deploy new functionality quickly and accurately, minimizing disruptions even during maintenance windows.
• Consistent exercise of independent judgment and discretion in matters of significance.
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
• Other duties and responsibilities as assigned.

Job Summary

This Director role will be responsible for the development and execution of our global service delivery model in support of our growing international B2B customer base. They will collaborate across the Operations organization to drive process improvement & change adoption. Additionally, this Director will help mature our local Manila strategy from both a cultural and operational standpoint that ensures our 700+ Manila employees have the tools & resources to be successful and feel connected to the global business team.

Core Responsibilities

GM Role and Responsibilities:

• Localization of Global Strategy: Adapt corporate strategies to align with local market conditions, regulatory requirements, and cultural nuances.
• Goal Alignment: Ensure local goals align with the broader organizational objectives, collaborating with both functional leaders and regional leadership.
• Compliance: Ensure adherence to local laws, regulations, and company policies.
• Cross-Functional Collaboration: Work closely with other functions (e.g., HR, Finance, Sales, Marketing, IT) in the matrix to ensure operational effectiveness.
• Communication: Act as a liaison between local operations and headquarters, ensuring transparent and effective communication.
• Cultural Sensitivity: Promote diversity, equity, and inclusion while respecting local cultural norms.
• Market Insights: Stay informed about local market trends, competitor activities, and customer needs, and share insights with the global team.
• Risk Mitigation: Identify potential risks specific to the local environment (e.g., geopolitical, economic, or operational) and develop contingency plans.
• Change Implementation: Lead local execution of global initiatives and manage the impact of organizational changes on the local team.

Minimum Requirements:

• Bachelors Degree or any related degree
• At least 10 years relative working experience
• Must have experience in an international telecom account/company
• Strong background in Service Delivery and Service Management

Additional Core Responsibilities:

• Lead all operational aspects by ensuring stable, robust and scalable operational processes to support enterprise customers.
• Play an active role in the management team by participating in project management prioritization, daily change management meetings and other departmental responsibilities.
• Create and implement standardized processes and improving on existing methodologies, including departmental structures and organizational improvements.
• Work closely with team leaders to assure high levels of customer satisfaction.
• Manage enterprise services operations activities in multiple locations.
• Establish and maintain solid vendor and partner relationships.
• Work closely with field operations, account team, sales, product development, delivery and business development staff.
• Direct the preparation and implementation of policies, procedures and standards.
• Prepare, analyze and manage operations through statistical analysis of activities.
• Provide oversight and an escalation role for enterprise business solutions technologies.
• Ensure achievement of all system, team and individual customer service goals and standards.
• Participate in annual budgetary and financial management, workforce including forecasting and planning. Develop long range strategic planning and cost operations management.
• Deploy new functionality quickly and accurately, minimizing disruptions even during maintenance windows.
• Consistent exercise of independent judgment and discretion in matters of significance.
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
• Other duties and responsibilities as assigned.