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Solutions Architect
2 weeks ago
New Era Technology, a global technology solutions provider with 4,500+ employees and offices around the world, offers Cloud, Managed, Professional, and Security services. Our team delivers Collaboration, Data Networking, Digital Transformation, and Physical & Life Safety solutions to more than 14,500 customers worldwide.
The Solutions Architect - Unified Communications will lead the mid-market Unified Communications function and employees aligning with the division's business strategy. This includes managing the provision of service and support activities ensuring client satisfaction, service levels, performance targets and financial objectives are met, while an optimal allocation of resources to workload and a high level of team morale is maintained.
Key Responsibilities:- Oversee daily operations, provide performance feedback, manage recruitment, and support professional development.
- Lead efforts to enhance client experience, collaborate with sales, and ensure service delivery meets standards.
- Evaluate and improve processes, manage risks, and drive continuous improvement in service delivery.
- Align operations with organizational goals, provide reports, and support project management teams.
- Manage vendor relationships, develop the UC solution roadmap, and set pricing strategies for products and services.
- Ensure regulatory compliance and maintain high-quality service delivery.
- Lead budgeting, monitor financial performance, and allocate resources effectively.
- Handle complex technical issues, support Azure-hosted solutions, and provide Level 3 support.
- Resolve billing disputes with accounts and finance teams.
- 5+ years leadership experience.
- Strong technical background and experience with escalations.
- Forecasting and budgeting management experience.
- Proven track record in the IT industry.
- Demonstrated ability in managing a geographically disperse team and delivering excellent technical client service.
- Demonstrated ability in leading others in the achievement of business targets.
- Demonstrated ability to develop and successfully implement efficiency strategies.
- Wide experience in the management of clients, ideally in an enterprise environment.
- Large network experience desirable.
- Be able to ensure adherence to systems management philosophies required to manage an enterprise environment, eg. ITIL.
- Experience in effectively managing financial, physical and human resources beneficial.
- A friendly team environment with a strong technical support network.
- Broad range of options for training and developing your IT skills.
- Opportunity to work with the IT industry's latest technologies.
- Internal career growth for high performers and IT super-stars.
- Cost price on products from our suppliers.
- Bonuses and incentives for upskilling.
- Comprehensive Employer Assistance Program.
