The Mgr Information Services is responsible for talent development, leading community of practice teams and ensuring quality delivery of technical solutions that bring value to the enterprise.

Responsible for curating an engineering culture that is biased toward shipping while maintaining a very high standard of quality. Leading all aspects of a team of engineers to help ensure their productivity, happiness and personal growth.

Principle responsibility managing a team of architects, developers, operational engineers and QA personnel on a fast-paced DevOps agile team. Guiding team execution, facilitating daily problem solving, enabling innovation, collaborating across teams, and mentoring team members. Responsible for creating/maintaining solutions that monitor the health of CSG software and hardware assets, alerting when there are issues, and providing reports to view all of this data.

Responsible for overseeing a variety of customer engagement functions (e.g. documentingcustomer expectations, creating measuring systems, building relationship management plans,implementing customer lifecycle management, reevaluating offerings, etc.) and accountdevelopment functions for continued revenue growth and to support client's business goals;

* Build and maintain solid customer relationships with customer base through successful projectimplementations, providing consultative advice and recommending business processimprovements* Work with executive management to set the overall strategy, schedule and technicalperformance of company initiatives* Ensure that customer expectations, goals and objectives are achieved within established timeframes and continuously strive to improve overall level of service provided* Manage the overall direction of initiatives ensuring projects are completed according toschedules* Act as mediator during discussions on projects, services being provided, initiatives, etc.escalating issues to executive management as necessary* Assist in coordinating preparations of proposals, plans, specifications, and financial conditionsof contracts or contractual changes* Act as advisor to project teams regarding tasks and operations* Work with departmental staff to develop project plans and facilitate communication betweenall groups involved* Continually review processes to ensure consistency of services and efficient information flowbetween the customers and department* Drive process enhancements throughout assigned business segment to support the overallbusiness strategy* Maintain up-to-date knowledge of West technologies, systems, clients, and applications withineach business segment in order to provide technical consultative advice on meeting theirtechnical goals and objectives

-Directing a cross-functional team of project management and business analyst staff.-Providing tools to the global Headquarters staff in which a status update is readily available regarding all projects-Unraveling, defining and documenting complex business requirements and processes.-Reviewing current program infrastructure using automated tools and information-Working with Franchise Owners to assess product needs and make recommendations.-Leading design sessions and reviewing sessions with technical and business staff, including Franchise Owners and the Technical Implementation Team.-Reviewing and assessing vendor proposals.-Managing multiple projects using formal project planning techniques-Directing the activities of on-site and off-site consultants. -Managing application design through the various lifecycle stages, from business needs through design and delivery.-Ensuring timely and effective delivery of the solution into production. -Developing and overseeing project plans and implementing change control procedures.-Ensuring effective handoff to Technical Implementation and Technical Support for ongoing maintenance and troubleshooting

Provide project leadership and direction on assigned projects, focusing on technical aspects* Participate in project review in order to present recommendations and provide consultative advice to executive management to determine which projects are to be undertaken* Keep up-to-date with assigned business segment products and services * Work with project stakeholders and management to determine necessary skill sets and assemble the project team based on project scope and expectations, including, as necessary, cross-department and outsourcing coordination* Perform in-depth analysis to compile information which would assist in developing strategy to accomplish identified initiative and document project plan* Drive establishment and execution of standards and approaches for assigned projects (e.g., communication plans, status reporting, risk management, change control, etc.)* Document and present an in depth project plan for executive management review which will include analysis based on established criteria* Responsible for the creation and maintenance of all project management deliverables throughout the project lifecycle* Identify project risks and develop contingency plans for those risks* Create communication plans to include all stakeholders (e.g. clients, internal customers, team members, etc.) for risk identification and jeopardy notifications* Establish implementation plan and timeframe for installation, consulting with appropriate resources and adjusting schedule as necessary* Participate in hand off of project after implementation ensuring procedures for on-going support are established* Work with management to determine project impacts resulting from staffing turnovers, gaps in technical knowledge and other resource allocation issues* As needed, pioneer global scale projects, ensuring documentation and project plans are in place to assist departmental staff in managing similar projects at international locations

-Responsible for establishing and sustaining a strong partnership with assigned clients while continuously striving to improve the level of overall service that the company is providing enabling consistent client revenue growth-Identify key stakeholders and perform analysis to obtain requirements for the success of the project-Help define the scope of the project based on the organizational need to meet the customer’s project expectations-Categorize and document high level risks, assumptions and constraints using past project data and expert judgment-Create the work breakdown structure with the team to develop the cost, schedule, and resource plans-Obtain project plan approval from the customer and conduct a kick off meeting with all key stakeholders-Define and record detailed project requirements, constraints and assumptions with the stakeholders to establish the project deliverables-Execute the tasks defined in the project plan in order to achieve the project goals-Monitor the status of all identified risks, identify any new risks, take corrective actions and update the risk response plan.-Formalize and obtain final acceptance for the project-Measure customer satisfaction at the end of the project-Serve as a client advocate aggressively managing toward high quality performance and timely delivery of services while ensuring all issues, whether client or internal, are followed through to timely resolution-Sustain a breadth of knowledge and appropriate documentation relative to the client’s industry, technology, programs, service level agreements, contractual obligations and business objectives-Lead internal and external discussions to make certain all established timelines are met and that other teams and departments are performing their activities on behalf of the client in an efficient and timely manner

Coordinate the setup and maintenance of client applications -Timely response to and resolution of client and program requests -Analysis of program and application performance-Enhance relationships with existing clients and external business partners through effective communication both written and verbal -Create total regression and critical path test plans for all assigned applications including Technical Trouble Shooting, Movers, andTransfer Module-Participate in the total rewrite of the technical application from client visit, requirement gathering, development, and testing phases-Gathered statistics for, and participated in, DIRECTV’s Technical Rewrite and Requirements meeting-Create successful test cases for client visit to test all areas of applications -Support internal initiatives by creating test cases for Client Services Testing-Manage project changes for assigned applications. This included requirements gathering, monitoring progress of individuals assigned to develop the change and providing updates to the client. -Creation of several team-wide spreadsheets to assist with daily, weekly, and monthly projections. These spreadsheets also contain historical data and trending information.