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Unified Communications - Service Owner, End User Services

Job Description

Global Unified Communications Service Owner
JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2 trillion and operations in more than 60 countries. The firm is a leader in investment banking, financial services for consumers, small business and commercial banking, financial transaction processing, asset management, and private equity.
 
Global Technology Infrastructure (GTI) is the technology infrastructure organization for the firm, delivering a wide range of products and services, and partnering with all lines of business to provide high quality service delivery, exceptional project execution and financially disciplined approaches and processes in the most cost effective manner. The objective of GTI is to balance both business alignment and the centralized delivery of core products and services. GTI is designed to address the unique infrastructure needs of specific lines of business and the demand to leverage economies of scale across the firm.
 
End Users Services (EUS) delivers measurable business value by providing core desktop technology solutions that meet business demand while realizing cost efficiencies. EUS works with our Line of Business partners to develop standardized, resilient operating environments and implement a global technology strategy for the firm's 200,000+ workstations and 40,000+ remote access users. We oversee important tasks, including: incident management, user management, security access and controls, work order management, media management, application and business data recovery, and disaster recovery.
 
As part of Real Time Communications (RTC), Unified Communications manages telephony solutions, services in excess of 250k user endpoints and the back end infrastructure to support the environment; provide voicemail solutions; facilitate Unified Communication desktop integration. The team is accountable for all aspects of the service life cycle of Unified Communication products; including service strategy, service catalog, service economics, service investments, technology and functional roadmap, customer satisfaction relating to scheduled delivery of roadmap and design performance, vendor selection, engineering design, customer requirements and service demand forecast.
 
Global Unified Communications Service Owner is 100% accountable for Unified Communications services in the Americas, EMEA and Asia Pac and works in close partnership with the plan, build, deploy and operate functions throughout Global Technology Infrastructure  -- including understanding customer requirements, budget forecasts, service roadmap, technology strategy and customer communications.
  • Customer and partnership relationships
    • Develops key relationships and collaborates with Global Technology Operations, Global Real Estate and Lines of Businesses through regular interlock sessions.
    • Drives customer adoption of services and creates a strategic service plan.
    • Develops strategic relationships with key vendors globally and identifies cost efficiency opportunities.
    • Responsible for communications and marketing of Unified Communications services globally.
    • Acts as single point of contact for the customer for Unified Communications services.
  • Service and technology roadmap inclusive of engineering and deployment
    • Goes to market and evaluates new Unified Communication solutions that meet business requirements. Develops logical and physical designs of all new Unified Communication technologies, championing new ways of thinking.
    • Tests and certifies hardware and software solutions for Unified Communication services.
    • Manages vendor relationships and contracts globally.
    • Develops Unified Communications EOL assessment globally and develops a plan for remediation
    • Conducts service maturity assessments and a plan for continuous improvement.
    • Oversee sizeable 3rd party tier 2 operations and MACD out-tasked functions. Oversee Unified Communication tier 3 support globally.
  • Financial management
    • Control the total cost of ownership for Unified Communications services.
    • Define the internal chargeback for Unified Communications services.
    • Understand cost drivers across Unified Communications and optimize efficiency.
    • Drive investments and associated business cases required.
    • Manage Unified Communications vendor contracts and spend.
  • Risk & Control management
    • Identify Unified Communication risks globally, develop and track plans for remediation.
    • Drive towards an evergreen service model across the solutions, continually looking to reduce risk.
    • Champion a mindset of control across the team and user base.
    • Be vigilant in identifying potential risks, adopting a mindset of flagging and tracking issues through to mitigation or acceptance.
    • Lead Unified Communication focused audits for all regions.
    • Challenge existing process adoption to streamline services for the client.
Qualifications / Experience
  • 10+ years of experience in Information Technology, with an emphasis on Unified Communications and it’s interoperability with blended technologies, including trading dealerboard solutions and integration into desktop solutions.
  • Demonstrate service management experience with the ability to incorporate service, engineering and project management demands.
  • Existing experience of telephony PBX environments. Understanding of dial plan schemes, trunking, reporting of usage and capacity metrics.  Experience in adapting various systems and customer environments to converged technologies.
  • Extensive knowledge in VoIP transport such as, H.323, SIP, call admission and control mechanisms, Integration of cross platform technologies, centralization of call processing and network policy enforcement (i.e. QoS).
  • Develop integrated monitoring solutions, correlating cross-platform events.
  • Good understanding of Network technologies and their relationship with the Unified Communication solutions.
  • Ability to multi-task and meet conflicting demands and deadlines.
  • Strong people management and leadership skills.
  • Advocate of risk management, driving controls based mindset.
  • Excellent verbal and written communication.
  • Strong negotiation and vendor service management skills.
  • Excellent financial management and control skills.
  • Excellent relationship management skills.
  • Strong planning and organizational skills.
  • Experience working with culturally diverse teams / vendors across a global geographic footprint.
  • Experience in leading technology-based initiatives with differing priorities based on the line of business client.
Req #: 160008807
Location: Jersey City, NJ US
Job Category: Technology
Employment Type: Full Time
Potential Referral Amount: 5000 US Dollar (USD)

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