Job Title    IT Service Manager
Department:    Global IT Service Management
Location:    Reston, VA
Reports to:    Global IT Service Manager

TANDBERG is a leading provider of telepresence, high-definition videoconferencing and mobile video products and services. The Company has dual headquarters in New York and Oslo. TANDBERG designs, develops and markets systems and software for video, voice and data communication. The Company provides sales, support and value-added services in more than 90 countries worldwide. TANDBERG is publicly traded on the Oslo Stock Exchange under the ticker TAA.OL. Please visit www.tandberg.com for more information.

Job Title    IT Service Manager
Department:    Global IT Service Management
Location:    Reston, VA
Reports to:    Global IT Service Manager

Position Description:   
The IT Service Manager will operate on 2 levels:
1.    Service Manager
2.    Technical Project Manager

As a Service Manager, you will take ownership of specific IT services delivered to the business users within Tandberg regionally and/or globally. Throughout the lifecycle of the service, you will be responsible for managing customer expectations and feedback, monitoring and analyzing tickets regarding the service, maintaining SLA to the business, and reporting on KPI’s to key business stakeholders on a regular basis. When problems are identified, you will coordinate with the IT Operations team to analyze and resolve root cause, and initiate projects for service upgrades or discovery where necessary.

As a Technical Project Manager, you will initiate projects to upgrade services or provide new ones to the business in response to their needs. This will include initial assessment of requirements, definition of service scope, resource coordination, service launch, and user training. You will interact closely with other project managers and members of other IT teams.

This position requires outstanding customer service skills as well as excellent writing, presentation, and inter-personal communication skills. You will be required to communicate technical information to business users in a manner that is easily understood by all and at the same time maintain a professional dialog with other engineers. You will be expected to negotiate with various parties, be able to see and empathize with their point of view, while projecting your views confidently and constructively. You will also be expected to oversee several services and projects concurrently and be able to provide a consistently high level of customer satisfaction.

Specific requirements:
•    Proven track record of Project Management skills in applications development, web, and content management system projects
•    Strong working knowledge of CMS – both Enterprise and Web Content Management
•    Good experience with planning, implementing, and managing CMS infrastructure, preferably with Oracle UCM and Microsoft Sharepoint
•    Knowledge and experience with integration between CMS and web portals is preferred
•    Understanding of B2B e-commerce is a plus
•    PMI PMP certification is a plus

General requirements:
•    Must be able to assess problems, research alternatives and pursue acceptable solutions while remaining within company guidelines
•    Proficient in documenting services and procedures with a sound understanding of effective technical writing is desired
•    Good understanding of ITIL standards and processes
•    Willing to travel about 15% of the time
•    Must be a team player.  Must be organized and detailed, but also flexible and quick when necessary
•    Must possess a high degree of interpersonal skills, basic courtesy, and temperament in order to work with internal users, peers, and external partners
•    Must be innovative and resourceful. Willing to “learn, un-learn, and re-learn”

* Your success will very much depend on your ability to create positive energy and excitement within yourself and others in what you do, and motivate others to work with you

We wish to thank all applicants for their interest in applying for this position; however, only candidates selected for interviews will be contacted.

TANDBERG is an equal opportunity/affirmative action employer (M/F/V/D).  We support diversity in our workforce. Please note those individuals submitting resumes online or by mailing a resume are not considered an applicant for employment until a signed employment application form is completed, usually at the time of interview.

TANDBERG reserves the right at its sole discretion to change, modify, suspend, or terminate any of the guidelines, elements, or the design of this job description at any time.