Senior Director, Unified Communications

Role: Senior Director, Unified Communications
This Role Will Also Ensure
Northern Trust is seeking an effective Unified Communications and M365 technology Leader within the Digital Workplace organization. This role is responsible for oversight and direction of Unified Communications Strategy, Program Delivery, and day-to-day operations. The ideal candidate will be strategic with hybrid /cloud mindset. Candidate will also be 'hands-on' and have relevant leadership necessary to ensure systems, services, and infrastructure related to Unified Communications work reliably and securely.

• Timely and effective response to incidents/escalations coming from the Service Desk and Field services team
• The regional technical teams and the corresponding enterprise support model work hand in hand
• The organization is effectively running IT Service Management capabilities (Incident, Problem, Change, Vulnerability Management, etc.)
• Development and delivery of key strategic programs including a contact center strategy, a refresh of voice technologies, modernization using Microsoft 365 components, SharePoint migration, and cyber initiatives
• Effective operational support of Managed Service Providers for the Unified Communications Tower
• The right monitoring tools, automations, and processes are in place to improve stability and performance.

Responsibilities

• Provides technical and architecture direction for Email platforms, voice platforms including contact center, SharePoint, and Microsoft 365 components.
• Provide technical oversight, training, and coaching to the team
• Works with managed service provider to optimize support and service desk operations to handle day to day incidents and tickets
• Responsible for operations and ensures the team performs within set technical guidelines by providing or co-authoring standard operating procedures
• Coach, mentor, train and support team members in the fulfillment of their operational day-to-day obligations
• Manage the departmental budget and forecasting. Product life-cycle management.
• Experienced with the implementation and support of Unified Communications systems within Enterprise scale environment.
• Management and oversight of Legal and Compliance requirements and configurations for messaging and communications systems for Journaling and eDiscovery
• Serves as escalation point for major Incident and triage activities related to Unified Communications technologies and M365
• Provides direction to offshore and onshore Digital Workplace support teams. Be available to join the calls related to production issues when needed.
• Stays up to date on industry regulations, trends and technology. Work closely with legal team to ensure eDiscovery related requirements are met.
• Reviews team efforts and follows projects through testing and production deployment.
• Stays up to date on industry regulations, trends and technology. Work closely with legal team to ensure eDiscovery related requirements are met.
• Assigns each team member specific tasks in both architecture and support domains and oversees their performance
• General understanding of Network, Security, Storage, Directory services, and cloud technologies including M365
• Works closely with Operations team reporting to other technology towers and Chief Technology Officer Operations Hub
• Works with other infrastructure, security, and application teams/leads to drive decisions on which solutions to implement in the best interest of the organization.

Knowledge/Requirements

• Excellent oral and written communication skills are required
• 6+ years of experience and in-depth understanding of Email, SharePoint, and Voice platforms and relevant experience in this field including on-prem, cloud and hybrid cloud enterprise infrastructure, and support model implementations
• Strong analytical ability, judgment and problem analysis techniques, excellent communication skills, and the ability to work effectively with client and IT management, staff and vendors.
• Proven ability of maintenance and change including patch management, vulnerability management, change management, problem management, application testing, packaging and deployment.
• Experience with maturing operations and engineering processes, documentation, monitoring capabilities and queue workflow
• A self-starter with a passion for technology, teamwork, overcoming challenges, prioritization, problem solving, diagnosis/troubleshooting & providing exceptional customer service
• Related technology certifications a plus: e.g. cloud technologies, ITIL, security, engineering certifications
• Global technology experience working with various towers and teams including Risk, Privacy, Legal, Security, Audit, and compliance
• Bachelor's Degree or higher in relevant field or equivalent work experience
• Highly flexible, effective, and adaptable to change
• In depth understanding and proven implementation of Legal and Compliance requirements for messaging and communications including Journaling and eDiscovery for Financial Services
• Knowledge of supporting technologies including but not limited to authentication, networking, e.g. routing protocols/technologies TCP/IP, DHCP, DNS, LAN, WAN, Wireless and VPN, peripherals, active directory services, GPO
• Strong adaptation skills including the ability to communication at all levels, analytical ability, strong judgment and management skills, and the ability to work effectively with partners, staff, vendors, IT and operational leaders.
• 8+ years of direct Infrastructure, IT operations, and Engineering experience
• 5+ years of experience in managing global team, preferable in financial or regulated industry
• Leadership and organizational skills are required to manage multiple projects, develop periodic goals, manage and motivate team members towards the goals set, and ensure formality as a standard.

Working With Us
As a Northern Trust partner, greater achievements await. You will be part of a flexible and collaborative work culture in an organization where financial strength and stability is an asset that emboldens us to explore new ideas.
Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company committed to assisting the communities we serve! Join a workplace with a greater purpose.
We’d love to learn more about how your interests and experience could be a fit with one of the world’s most admired and sustainable companies! Build your career with us and apply today. #MadeForGreater
Reasonable accommodation
Northern Trust is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please email our HR Service Center at [email protected].
We hope you’re excited about the role and the opportunity to work with us. We value an inclusive workplace and understand flexibility means different things to different people.
Apply today and talk to us about your flexible working requirements and together we can achieve greater.
Additional Information