Role Description
Role Overview
The
Service Owner – UCC
is accountable for the strategic, operational, and financial management of the organization’s global Unified Communications, Collaboration, and Mobility services. This includes enterprise voice, video conferencing, messaging, mobility enablement, and modern collaboration platforms—ensuring exceptional service quality, end-user adoption, and alignment with business needs.The role requires a visionary leader with deep expertise in enterprise UCC, collaboration ecosystems, and mobility solutions, capable of driving transformation, cost optimization, and innovation in a global, multi-vendor environment.
Key Responsibilities
Service Ownership & Strategy
- Own the complete UCC service portfolio:
- Unified Communications – Microsoft Teams Voice, Cisco UCM, Zoom, Voice Recording (Verba, Cloud9, Cloba), enterprise telephony, SBC/SIP services.
- Collaboration – Microsoft 365, SharePoint Online, OneDrive for Business, collaboration suites, enterprise chat, whiteboarding tools, document co-authoring, project collaboration spaces.
- Mobility – Mobile Device Management (MDM), Enterprise Mobility Management (EMM) platforms (Microsoft Intune), secure mobile applications, BYOD/CYOD policies.
- Define and execute a strategic roadmap for UCC services that aligns with business goals, user needs, and technology advancements.
- Track service KPIs, SLAs, adoption metrics, and user satisfaction to drive continuous improvement.
Service Operations & Governance
- Oversee the end-to-end service lifecycle across design, deployment, operations, and decommissioning.
- Ensure adherence to ITIL best practices, change management controls, and regulatory compliance.
- Lead resolution of major incidents, conduct root cause analysis, and implement preventive measures.
- Maintain robust governance frameworks for security, data protection, and usage policies across UCC platforms.
Vendor & Financial Management
- Manage global vendor partnerships, contracts, renewals, and performance reviews for UCC providers.
- Negotiate service agreements and ensure compliance with SLA obligations.
- Drive cost optimization, budget forecasting, and ROI analysis for UCC investments.
Stakeholder Management & Adoption Enablement
- Act as the single point of accountability for all UCC-related matters with business stakeholders.
- Lead adoption programs, training initiatives, and change management to maximize service utilization.
- Maintain executive communication on service performance, innovation plans, and upcoming changes.
Team Leadership & Capability Development
- Lead and mentor a distributed team of UCC, collaboration, and mobility engineers and service managers.
- Build team capability in emerging collaboration and mobility technologies.
- Foster a high-performance, customer-centric culture.
Essential
Qualifications & Experience
- Bachelor’s degree in Information Technology, Computer Science, or related discipline (Master’s preferred).
- Minimum 15 years of IT experience, with at least 8 years in leadership roles for UCC, collaboration, and mobility services.
- Proven track record managing enterprise-scale UCC platforms (Microsoft Teams, Cisco UCM, Verba, Cloba, Zoom) and collaboration suites (Microsoft 365, SharePoint, OneDrive).
- Strong expertise in MDM/EMM platforms (Microsoft Intune, MobileIron) and enterprise mobility strategies.
- Extensive experience with ITIL-based service management, operational governance, and incident/problem management.
- Vendor management, contract negotiation, and multi-million-dollar budget ownership.
Preferred
- ITIL v4 Certification.
- Microsoft Teams Voice Engineer, Cisco Collaboration, or MDM certifications.
- Experience with hybrid and cloud-native UCC deployments.
- Familiarity with AI-enhanced collaboration and automation in service operations.
Key Competencies
- Strategic technology leadership with operational excellence.
- Strong communication and negotiation skills, including C-level engagement.
- Decision-making under pressure with a focus on business continuity.
- Continuous improvement mindset with user-centric service delivery.
Skills
Unified Communications, Collaboration, Mobility
