Service Management:

§ § Perform deep analysis of metrics, KPIs and SLAs and provide recommendations for program improvement based on findings.

§ Leading implementation and execution of Meta service owners’ requests and changes to documents.

§ Act as a single point of contact for Meta management, on site Vendor staff and all issues related to service.

§ Work to constantly increase efficiencies and level of service.

Team Leadership

§ SDM assigned and located off-site at Vendor facility.

§ Travel to Meta headquarters, as mutually agreed.

§ Oversee day-to-day operation, scheduling and task assignment for team members.

§ Provide team leadership and direction.

§ Proactively monitor and manage issues and impediments to service delivery.

§ Ensure issues are escalated to the appropriate Meta employee for support and resolution.

Service Governance

§ Provide periodic metrics as requested.

§ Represent Vendor at Business Reviews.

§ Coordinate change management within the scope of service

§ Implement worker workload leveling and assignments.

§ implement staffing changes. Ensure staff are onboarded/offboarded following Meta guidelines.

§ Collect feedback and drive performance improvement initiatives.

§ Interfaces with Meta leadership to align on strategic direction for the program.

Staffing

§ Take a holistic view of the entire staff, ensuring the right talent mix for peak performance.

§ Model capacity and load to build staffing models.

§ Work with Vendor recruiting to identify the right caliber of resources for placement into the service team.

§ Develop career paths for employees.

§ Develop and implement training programs for leadership and technical career development.

? ensure staff have access to relevant equipment, tools and systems at appropriate permission levels for duration of engagement

? Host regular meetings with staff to monitor workload, provide support and leadership

Ticket Management

§ Monitor NeXT, Task and other relevant tool queues and take ownership and/or distribute to the team members tasks, actions and tickets within the scope of this SOW.

§ Monitor blocked cases to ensure actionable cases get resolved once impediments are resolved.

? Monitor team ticket quality such as acknowledgement, timely updates and meaningful notes throughout the life cycle of tickets.

? Monitor worker workload for equal distribution among team

Scope Operations

§ Keep client informed of daily ticketing system queue status and issues.

§ Escalate new issues to client for assistance in resolving issues blocking completion of tasks.

§ Report errors and mistakes that impact operations or cause data discrepancies.

§ Proactively contribute to ENS documentation, automation and processes as they evolve and ensure that information is posted on Meta platforms such as Wiki or Dozuki.

§ Assist in the creation of scope of work instructions provided to third party vendors for the purpose of their Services execution at the PoP sites.

Ongoing Training

§ Maintain an ongoing training schedule. Review the training schedule on a quarterly basis

§ Ensure that all Vendor personnel accessing sensitive or controlled areas of the data center or network infrastructure have received all prior required appropriate training for performing the Services.

§ Develop team member onboarding and/or training process of tools and MOPs including training on Meta Methods of Procedures (each a “MOP”) and other procedures.

Account Management

§ Ensure health and safety standards are being followed.

§ Participate in weekly team meetings to review team performance, get team/company updates, and share projects status.

§ Manage overall program budget and work with Vendor management team and Meta Sourcing Manager on SOW renewals and changes.

§ Attend the Monthly Operational Review (§ 2.7.1) .

§ Oversee strategic and innovative projects.

§ Oversee documentation process to ensure appropriate knowledge management is occurring.

§ Perform staff development and career path management for Vendor team members.

§ Respond to and oversee HR-related escalations.

§ Ensure that training and documentation standards are in place.

SDM Minimum Qualifications & Skills

? Bachelor’s degree in MIS, computer science, systems engineering, electrical engineering, business or a related field.

? Networking or data center experience with a minimum certification of CCNA/JNCIA or equivalent.

? 5+ years’ experience selecting and leading a global team delivering business value using technology solutions in high-tech operations space.

? Analytical, problem-solving, and negotiation experience.

? Coordination and multi-tasking experience across a regional/global scope.

? Experienced collaborating with different individuals across external organizations, within other geographies, and "roll-up the sleeves" in order to accomplish all necessary tasks.

? Cross-functional leadership experience.

? Organizational and time management experience.

? Ability to travel to Meta headquarters periodically to meet with local client and Vendor teams to help support program execution and team morale.