An extraordinarily talented group of individuals work together every day to drive TNS' success, from both professional and personal perspectives. Come join the excellence! Overview The Regional Technical Director (RTD) position is accountable for all Operational responsibilities in the Italian region including all Delivery and Service Support elements
The role will work closely with our customers ensuring customer satisfaction is high and that their service is meeting the expected service criteria. Responsibilities The RTD position is accountable for all Operational responsibilities in the region including all Delivery and Service Support elements, which aims to meet our customers' requirements in accordance with defined Service Level Agreements, their expected customer satisfaction (their “Peace of Mind”) and supporting the overall business requirements. The position will act as the Operations Manager for the local country, ensuring that all operational responsibilities are covered in the local office. This will also be acting as a key stakeholder to ensure the operational services are running as expected in country and liaising on a regular basis with the centralized NOC management team to ensure that local customer satisfaction is at the expected levels. This will also be the case for any Service Delivery projects being delivered in-country. The position will work closely with both the Business and Network Operations Departments to ensure that Customer Satisfaction is performing at optimal levels. The role will also be engaged in functions such as customer satisfaction and ensuring the customers’ services are running at optimal levels. Service Assurance, Delivery of new services, Incident Management and Continual Service Improvement are all key elements of the role.



The position acts as local Operations leader in the Italian office and will have responsibility for different Operation’s functions as outlined. This role is also partially responsibility for the technical delivery of services into the network to meet the needs of customer sales and internal network maintenance activity. Vendor Management The Regional Technical Director will be responsible for Italian Vendor Management and will help manage the local vendors supporting the regional strategy. This will be supported by the centralized vendor support teams.- Work with the Regional Vendor Manager to set priorities with local vendors- Work towards standardizing the local vendor interface so they can best support the NOC whether that is through English speaking helpdesk or other methods to help support the centralized model- Ensure that there is a cash generation number in your budget every year and participate in the Cash Generation program.- Ensure that all vendors have a current signed contract or MSA Responsible for Italian Service Operations The Global NOC will be accountable for Incident Management in EMEA and with support from the RTD on a day-to-day basis. For Customer Service Management, the RTD will be responsible for Customer satisfaction in Italy and will work with the Global Service Operation team who will be accountable for customers in EMEA supporting the RTD on a daily basis.



The RTD will oversee local Change Management and Problem Management supporting the global process and will support the Global Change Manager for any changes in country.- Work with the Global Change Management team to review, assess and authorise any emergency/major changes to TNS or customer networks/equipment that will affect live service - Ensure the priority and implementation timescales for changes are in line with the scale and degree of urgency for the work to be carried out- Ensure that all documentation, procedures, supporting information and diagrams are maintained to enable effective management of these services Country/Office Operations Leadership The RTD will be responsible for Operations Leadership in Italy with support from VP of EMEA Operations.- Provide a customer interface and escalation point during incidents- Facilitate the creation of a known problem and known error database including corrective actions, for use during incidents- Facilitate major incident reviews following major service outages to review the incident and produce an action plan to put corrective actions in place- Ensure all incident reports are produced in a timely fashion following a significant service outage- Develop and manage problem analysis procedures and processes to enable problem prevention controls to be put in place- Develop and manage repeat fault analysis procedures and processes to enable detailed investigation of repeat offenders to be initiated Supporting the Business Operation The RTD will support the Sales organization as needed representing Operations in the appropriate Customer meetings. On occasion, the RTD may need to support Sales for local Operations input. The VP of Sales Consultancy will work closely with the RTD as well as the local

📌 Regional Technical Director, Italy (Milano)
🏢 Transaction Network Services
📍 Milano