About the role
The role focuses on Network and Infrastructure Operations Governance, with a strong emphasis on connectivity management, telecom/vendor governance, and service reliability across a distributed global environment. Operational execution is primarily delivered through Accenture and external service providers; therefore, experience managing MSPs, telecom vendors, SLA performance, and infrastructure service operations will be highly preferred
Requirements:
- 5-10+ years of relevant experience with demonstrated ownership of processes, services, projects, platforms, or stakeholder outcomes.
- Experience in IT operations, infrastructure (network engineering, connectivity, collaboration platforms, service desk, asset management, service management, or managed service governance).
- Strong ITIL and ITSM experience working with SLAs, KPIs, incidents, problems, changes, vendor performance, or service improvement routines.
- Deep understanding of enterprise networking technologies (WAN, LAN, SD-WAN, Wi-Fi, VPN, cloud connectivity) and collaboration platforms (voice, video, messaging).
- Strong networking and unified communications understanding (on-prem and cloud-based collaboration suites).
- Ability to interpret network and collaboration analytics, incident trends, and service reports to drive improvements.
- Managed multisource network and collaboration services with tight performance and security requirements.
- Knowledge of security integration and compliance requirements for network and collaboration services.
- Managing global or regional infrastructure operations, preferably in hybrid environments.
- Experience governing MSP or co-sourced infrastructure delivery models.
- 10+ years in core infrastructure operations. ITIL certification and cloud operations experience are required.
- Vendor / Service Governance: Managed Service Provider (MSP) Governance, Telecom Vendor Management, SLA / KPI Management, Service Review Governance, Stakeholder Management.
- Operational Excellence: Infrastructure Reliability, Continuous Improvement, Operational Excellence, Root Cause Analysis (RCA), Cross-functional Collaboration.
Must Have Skills:
- Data center and cloud operations.
- Networking (WAN, SD-WAN, MPLS, (W)LAN, WLAN, VPN).
- Performance and capacity management.
- Risk and resilience planning.
- Cost optimization.
- Partner and SLA governance.
- Technical problem-solving.
- ITSM, operational governance, service performance, infrastructure, applications, asset management, or platform/service management knowledge.
- Vendor/MSP coordination, incident/problem/change awareness, service improvement mindset, and operational discipline.
- Strong analytical thinking and problem-solving capability.
- Clear written and verbal communication with the ability to tailor messages to different audiences.
- Strong collaboration skills and ability to work effectively across functions, regions, and time zones.
- High attention to detail with a strong quality, compliance, and control mindset.