Job Description

Unified Communications Team Manager vacancy at Loughborough University

\xc2\xa345,585 - \xc2\xa354,395 per annum, 44 days annual leave including bank holidays and University closure days, a supportive dynamic working policy with flexible home/hybrid working, generous pension scheme and many other benefits

Hays Technology are working in partnership with Loughborough University to recruit a Unified Communications Manager on a permanent basis.

About the role:

To provide strategic leadership for Unified Communications services within the wider IT Platforms section, with input from the IT Senior Leadership Team, Head of IT Platforms, other stakeholders and associated governance groups. This role will need to proactively build effective working relationships with stakeholders across the University.

The University is currently migrating from Cisco Telephony to Microsoft Teams Phone and is simplifying its email platform to consolidate onto a single Microsoft 365 Unified Communications platform. Therefore, the primary focus of this role will be leading the Microsoft Teams, Microsoft Email and associated services on the Microsoft 365 platform.

The Unified Communications Team Manager is the principal design authority for the development of these services: Microsoft Teams including Teams Phone, Microsoft 365 Email and the annual Clearing & Accommodation Call Centre.

In a split technical specialist/manager role, the post holder will provide leadership, mentoring, coaching and support to colleagues within the Unified Communications team along with a high level of technical knowledge.

Job Duties:

• Is accountable for the Service Management and operation of all Unified Communication services working with team members to ensure the: provision of a stable service; technical development; monitoring of quality and performance; production of regular reports; change, incident and request management; risk management; defining standards and monitoring compliance; licensing and maintenance contracts; routine maintenance.
• Motivates and inspires colleagues within the team to provide high levels of customer satisfaction, to create a high performance and service responsive culture.
• Negotiates with stakeholders to define and document the architectures of existing infrastructure.
• Coordinates the speedy and permanent resolution to problems in systems and services.
• Coordinates the implementation of service continuity measures which include: the development of Service Recovery Plans, system backup processes, testing of system recovery, system cloning for development and testing purposes.
• Reviews incidents and problems to show trends and potential problem areas, so that actions can be taken to minimise the occurrence of incidents and to improve the process of problem reporting, analysis and resolution.
• Ensures that operational documentation for relevant systems, software, and products is fit for purpose and current.

In order to apply for the role, you must have the following skills, knowledge and experience:

• Previous experience in a Unified Communications Manager or similar role.
• Extensive experience of managing large and complex systems based on Microsoft technologies in a complex delivery environment.
• Experience of designing, implementing, and managing telephony services in the Microsoft Teams environment.
• Experience of building a team culture of delivering customer service focused excellence.
• Experience of creating coding/Scripting solutions in a DevOps style to manage Microsoft or similar based environments on-premise and in the cloud.
• Experience of providing Microsoft 365 Email based services.
• Experience of running telephony related products to provide Voicemail, IVR systems, Call Centres, Switchboard services, SBCs, Direct Routing and SIP.
• Ability to effectively optimise, appropriately size, and configure telephony infrastructure for a large scale mission critical deployment.
• Ability to effectively implement IT security controls within a Microsoft 365 environment, including: security infrastructure, patching, and auditing.
• High levels of technical investigation skills, the ability to research and collate information from a variety of sources into technical reports and recommendations.

Desirable criteria:

• Experience of managing Microsoft licensing within an academic environment.
• Experience of using DevOps style processes eg Code Repository, Continuous Integration, and automation to manage infrastructure services.
• Microsoft or Cisco related qualifications or similar.
• ITIL Foundation qualification or training.

Interview date: 20th September

If you have the relevant experience and would like to apply, please submit your CV.

Hays