Sr Director, Service Provider

Join GDT and be part of a dynamic team where innovation meets excellence! At GDT, our employees are the cornerstone of our success. GDT offers a people-first culture focused on inclusivity, growth, and innovation. Employees have access to career development opportunities, cutting-edge technology, and a collaborative environment. Employees are empowered to make a meaningful impact and are recognized for their contributions. As a global IT services company, we prioritize attracting, empowering, and retaining top-tier talent dedicated to delivering exceptional results.

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 identifyin