Director of Service Delivery, Enterprise IT

Cablevision Systems Corporation is one of the nation’s leading entertainment and telecommunications companies. Its cable television operations serve more than 3 million households in the New York metropolitan area. The company’s advanced telecommunications offerings include its iO: Interactive Optimum digital television, Optimum Online high-speed Internet, Optimum Voice digital voice-over-cable, and its Optimum Lightpath integrated business communications services. Cablevision’s Rainbow Media Holdings LLC operates several successful programming businesses, including AMC, IFC, WE tv, and other national and regional networks. In addition to its telecommunications and programming businesses, Cablevision owns Madison Square Garden and its sports teams, the New York Knicks, Rangers and Liberty. The company also operates Radio City Music Hall, the Beacon Theatre, and the Chicago Theatre and owns and operates Clearview Cinemas. Responsibilities: The Director of Service Delivery provides the delivery and support of Enterprise services for production deployment, change management, incident management, EIT problem management, EIT event management, and data center management. Specific responsibilities: Â· Change Management: Function as Production Review Board (PRB) Chairman to ensures that all changes deployed to the Production environment undergo a thorough assessment to detect potential risks to the stability of the infrastructure and ensure all changes are deployed in accordance with Cablevision EIT policy/best practices and meet SOX compliancy standards.  Â· Incident Management:Responsible for the EIT Help Desk which manages over 200,000 requests annually and focuses on driving and improving services on behalf of the businesses. At an operational level, the Help Desk objective is to serve as a single point of contact to provide advice, guidance and the rapid restoration of normal services to its customers and users via telephone, the Virtual Help Desk, or by escalation and coordination with IT level 2 and 3 support groups. The Help Desk owns every incident through resolution and customer satisfaction. Â· Problem Management:Function as the Chair of the Problem Review committee which focuses on reactive and proactive problem management.  The reactive focus is on solving problems in response to multiple incidents; the proactive focus is on identifying and solving problems and known errors before incidents occur.  Â· Event Management:Responsible for EIT system and application monitoring. The Data Center Operations & Help Desk groups jointly monitor EIT and business systems via multiple tools to proactively/reactively manage events on these systems and take the appropriate action and/or alert the system/application owners of the event.  Â· Data Center Management:Responsible for providing a secure, environmentally sound, and SOX compliant Data Center by ensuring that environmentals, air conditioning, power, backup power, fire suppression, and notification alarms are all performing to standard 24/7.  Additionally the Director’s responsibilities will include periodic maintenance on all environmental equipment, weekly tests of backup power, installation and de-installation of equipment, overseeing configuration and tape management within Data Center and participation as a key player in the planning and implementation of the disaster recovery plan.  Qualifications: Â· In depth understanding of service delivery and data center management. ITIL certification a plus.· Knowledge of the latest trends in the management of service delivery as well as prior senior management experience in a comparably sized organization including primary operational responsibility.· A minimum of ten years of combined experience in end-user technical support and customer service including desktop, voice, wireless, network infrastructure, lan/wan, and technology market trends. · As a minimum, a college degree or equivalent experience.· Ability to manage operating expenses against established budgets and develop return on investment analysis as well as project long term (3 year) operating expenditures.  · Project management experience and solid understanding of the service delivery life cycle.· Excellent analytical skills needed to participate in advanced technological discussions and decision-making.· Excellent organizational skills needed to facilitate teamwork, build and motivate staff, and help coordinate small to large teams of IT professionals.· Excellent verbal and written communication skills.