The Head of Network Services, RBS Citizens is a senior leadership role responsible for all operational, strategic and delivery aspects of network services, operating as part of the RBS Global Networks function and aligned to, enabling or influencing the strategic direction of Network Services in RBS.
Primary responsibilities include:
Management of the RBS Citizens network service / platform supporting RBS Citizens business SLAs and strategies
Provide leadership and motivation to the collaborative virtual team of Global networks covering all regions of RBS Group
Act as a focal point for resolution of escalated RBS Citizens and Global Network Platform Service & Performance issues
First point of contact for RBS Citizens environment for Network service, project delivery and strategy
Manage the RBS Citizens regional network service aggregator contract
Lead, manage and develop strategic relationships , service, quality and costs with network services vendors in the RBS Citizens in collaboration with the Global Vendor Management team
Ensure delivery against operational control measures and address via Service Improvement Plans where a shortfall has been identified, working in collaboration with the internal and external stakeholders, within the wider RBS group and other selected vendors where themes / trends occur.
Develop / improve Global and regional standards, frameworks & models to support service excellence and ensure adherence
Manage and contribute to Vendor service performance and account / domain reviews
Implementing and delivering on appropriate levels of governance and executive reporting for Global, regional or country Network Platform performance / service
Drive the focus, mitigation and closure of Global / RBS Citizens regional Network related risks where the action is on the platform to address involving key stakeholders as appropriate
Using forecast data to assess demand management such as Aggregator project & KSOR resource vs. the needs of the Project / SIP / Change community whilst ensuring escalations are kept to a minimum and work is re-prioritized / challenged accordingly.
Manage relationships with senior technology and business management within RBS Citizens and the wider RBS Group
Experience of Global environments & understanding complexity of Technology services
Familiarity & relationships with key US, TS network vendors
Proven successes in leading & managing medium/large scale areas of the business
Proven ability to create and deploy strategies in relation to Operations
Proven Telecommunications / IT business and operations management experience
Proven service and delivery capability / focus
Proven leadership experience and skills at management level
Proven ability to influence and gain trust at business and technology executive/senior management levels in multi-cultural environments
Ability to manage complex activities simultaneously to short timescales
Ability to demonstrate continuous improvement
10 years + in Telecommunications Management
Extensive knowledge of US regulatory requirements
Identifies with multiple technologies and understands company’s current business strategy. Makes recommendations that drives innovation, and solutions that influence company strategic direction.
Third party and outsourcing management
Educational, Certifications and/or Other Professional Credentials:
Bachelor’s Degree required
Master’s Degree preferred
Equal Employment Opportunity
It is the policy of RBS Citizens, N.A. to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status, marital or domestic partner status, or any other factor protected by federal, state and/or local laws.
Hours and Work Schedule
Hours per Week: 40
Work Schedule: Monday-Friday 8:00AM-5:00PM
Citizens Financial Group - 18 months ago
We’re Citizens, in every sense of the word.
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