Enterprise Voice Service Owner

Enterprise Voice Service Owner

Mettler Toledo AG | Shah Alam, 10, MY

Posted a month ago

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Summary:The Digital Workplace Solutions team has launched a workplace modernization program leveraging Microsoft 365 solutions as the main technology platform of the program. The Service Owner Voice will contribute to migrate our existing infrastructure to cloud based solutions (mainly MS Teams) as well as maintaining the support for our current infrastructure consisting of regular phone services as well as contact center solutions. Target is to enhance the end user voice communication experience of over 16,000 employees at Mettler-Toledo. The Service Owner will also be responsible to uphold operational support leveraging internal and partner resources to ensure high business service levels and identifies improvement opportunities to enhance the quality of service.Essential Duties and Responsibilities:Project ExecutionSetup and managing a clear roadmap Global roll-out of Teams Telephony to all unitsDrive the definition of a new contact center strategy that fulfills omni channel capabilities and other business needsAccountable for the on time, quality, and successful delivery of partner implementation of the new voice servicesCoordinate with Digital Workplace Solutions (DWS) project managers and partner project managers to define project delivery plansCollaborate with adoption and service management teams to define change management plans related to voice services (employee training, and on boarding)Accountable for identifying project issues and risks and ensures to define actions for issue resolution, and risk mitigationIT Service and OperationsDefine a Support model and ensure appropriate team staffingBuild-up and ensure a sophisticated end user support for issues related to voice servicesEstablish procedures for operational monitoring of voice call qualityAccountable for documenting and maintaining operational run book for project and operational changes deployed to production environmentEnsure execution of communication and training towards Regional IT services team personnel (level 1 support) as well as end user baseEnsure to have high quality processes and documentation in placeEnforce global solution designs and policies (e.g. group policies) across the enterpriseContinuous ImprovementDrive continuous improvement of the overall service through process improvement initiatives such as knowledge base article creation, and process automationIdentify and implement process improvements to drive internal efficiency gains for projects and operations.