Telephony Services Manager

Telephony Services Manager (EMS
3)

Join an exciting team!

Washington Technology Solutions (WaTech) is a national leader in adopting new, innovative technologies that transform the way Washingtonians receive state services. WaTech sets the strategic technology direction of the state in multiple domains and programs and is responsible for the state’s core technology services.

This position is a part of the Telephony Services team within WaTech’s Network Services Division (NSD). The Telephony Services team is responsible for the technical design, procurement and implementation of the telephone/voice services that support WaTech’s customers.

As the Telephony Services Manager, you will provide leadership and strategic planning to assure the delivery and implementation of information technology products and services to more than 80 public organizations. You will be relied on to provide implementation planning, leadership and direction that enables the timely, cost-effective delivery of Telephony services to meet the vital needs of public agencies.

• Provide leadership, mentoring and supervision to Telephony supervisors and staff responsible for providing the Telephony Service team's strategy and consulting.
• Manage the development and implementation of workgroup standards and procedures for Telephony staff.
• Manage vendor relationships and contracts to ensure appropriate levels of support while obtaining maximum value in the purchasing process.
• Analyze the impact of new technologies and services on existing staffing levels and rates/allocations.
• Lead change and develop and implement an organizational vision that integrates key state goals, priorities, values and other factors.
• Provide expertise on the strategic direction of service offerings that impact Telephony and NSD units, ensuring the ongoing optimization of current services while planning for future needs.
• Provide expertise in the strategic direction of service offerings that impact Enterprise Data Network and NSD units, ensuring the ongoing optimization of current services while planning for future needs.
• Prepare performance reports for and provide financial updates to NSD and agency leadership.
• Develop an annual budget for the assigned business areas collaborating with the Network Service Business Relationship Manager, division and agency management.
• Demonstrate financial acumen through cost analysis report preparation, budget management and profit planning.

• Ten (10) years of IT experience in managing, implementing, administering and analyzing telephony technologies/services. A bachelor’s degree in computer information systems, management information systems, computer science or related field can substitute for four years of IT experience.
  • Five years in each of the following:
    • Customer-facing role.
    • A supervisor or manager with demonstrated experience managing at a high level of accountability with an annual budget with revenue and expense of at least $2 million, while having significant involvement with vendor management and contracts.
    • Direct IT project management experience, managing information technology project framework deliverables such as proposals, work breakdown structures (WBS) and project timelines
  • Two years of experience in cloud contact experience.
• Skilled in principles, methods and advanced techniques of project management, strategic and tactical planning, monitoring evaluation, and process improvement analysis and resolution.
• Demonstrated experience developing telecommunication strategies, and development and implementation of enterprise-wide technical architecture and designs.
• Demonstrated and successful vendor and business partner management as well as clear and developed contract experience.
• Ability to organize staff and manage information technology programs; provide leadership in problem solving and strategic planning; and interact effectively with executive-level customers
• Proven success in providing telecommunication products and services to a large agency or organization.
• Demonstrated ability to build and maintain relationships with a diverse group of…