Global Head, Messaging & Voice

Global Head of Messaging & Voice

What you can expect:

The Global Head of Messaging & Voice is the Service Owner of a suite of services including e-mail mailbox service, mail routing and hygiene, e-fax via RightFax, regulated messaging archive, voice, and supervision.

The Service Owner is responsible for leading an organization of 30+ colleagues in the delivery of messaging services, voice operations and firm strategy enablement via M&A integration and application integration. The Service Owner manages a multi-million-dollar project/program portfolio in partnership with the PMO.

The prime focus of the Service Owner is leadership of the Messaging & Voice Operations service organization, including performance management of director level leaders who oversee/lead operational, engineering and integration teams. Ensuring a culture of colleague experience focus, continuous improvement and operational excellence is built and nurtured. Building/developing skills and career advancement, including succession planning and development.

Service Owners are agile leaders and have strong influence skills with peer groups which interdependencies and critical relationships are maintained. Service Owners are also well regarded by senior leaders withing MMC tech and are versed in presenting to and obtaining buy-in for strategic roadmaps and investments necessary to advance the Service vision.

As MMC Tech has a cloud strategy in place, experience, and skill in managing cloud service providers in SLA/service quality is key. Ability to forge strong relationships with enterprise cloud and software providers is key to the delivery aspect of the Service Owner’s remit.

We will count on you to:

• Manages Engineering and Operations functions that includes teams led by managers and/or supervisors.
• Creates a messaging & voice services strategy to ensure best colleague experience and to align with firm and tech strategy.
• Leads research into new technologies in messaging & voice and partners with colleague tech on evaluation and then if chosen, implementation.
• Provides ongoing analysis and planning of messaging & voice platforms; looking at how best to report metrics to business CIOs and Marsh McLennan CIO.
• Directs implementation and execution of new/upgraded information systems via well-defined plans including procedures, deadlines, and accountability.
• Evaluates and implements IT procedures and equipment for maximum efficiency and cost containment.
• Ensures colleagues and users/customers are provided professional, courteous, and timely support and service.
• Structures, leads, trains, and develops IT staff for maximum effectiveness.
• Stays abreast of trends and regulations to ensure effectiveness and compliance.
• Develops/selects and conducts user training on an as-needed basis.
• Performs other related duties as assigned by management.
• Creates a client focused environment focused on operational excellence and accountability by developing and driving forward the strategic technology agenda
• Develops and implements technology-related initiatives to address business priorities in conjunction with International Executives to increase client delivery capabilities and maximize performance, revenue, profit, and market share, and deliver products and services to the external clients.
• The Service Owner will own and through their team, drive the Service Strategy through the annual business cycle including:
  • Service level attainment.
  • Major incident and solution management.
  • Technical architecture standards.
  • Annual project portfolio lifecycle.
  • Colleague performance management.

What you need to have:

• The Service Owner is a seasoned, Senior Leader with 15+ years of experience managing enterprise technology service organizations and project portfolios.
• Knowledge of and experience with building operational and engineering capabilities is essential.
• Day to day and project engineering are under the remit of the Service Owner, and the Service Owner is not expected to be hands-on at the day-to-day activities of engineering and operating, but knowledge of the underlying technologies, architectures and interactions is necessary to ensure that the Service Owner is engaging the right resources at the right time to accomplish the mission.

• Microsoft 365, specifically strong architectural knowledge of Exchange Online
• SMTP and email routing.
• Message archiving and supervision.
• Familiar with foundational Identity and network topology technologies.

What makes you stand out:

• In addition to a successful track record in leading enterprise organizations, the ideal candidate would preferably have a well-rounded educational background, with a bachelor’s in business or Computer Science, as well a history of leadership and technical development and certifications.

What is in it for you?

• Culture of internal mobility, collaboration, and valued partnership with stakeholders.
• We offer competitive employee benefits and a thriving culture to bring your authentic self to work.
• Employee Resource Groups which provide access to leaders, relevant volunteer and mentoring opportunities and interactions with counterparts in industry groups and client organizations.
• Full benefits package – starting day one.
• Generous Parental Leave and Tuition Reimbursement plan per year and participation in our Employee Stock Purchase Plan (regional specificity required).
• Generous paid time off, additional floating holidays, time off to give back to your community.
• Multiple medical, dental, and vision plans with choices to fit all needs and budgets.

Marsh & McLennan Companies offers competitive salaries and comprehensive benefits and programs including health and welfare, tuition assistance, pension and 401K, employee assistance program, domestic partnership benefits, career mobility, employee network groups, volunteer opportunities, and other programs. For more information about our company, please visit us at: http://www.mmc.com/.

Marsh McLennan(NYSE: MMC) is the world’s leading professional services firm in the areas ofrisk, strategy, and people. The Company’s 76,000 colleagues advise clients in 130 countries.With annual revenue over $17 billion, Marsh McLennan helps clients navigate an increasingly dynamic and complex environment through four market-leading businesses.Marshadvisesindividual and commercial clients of all sizes on insurance broking and innovative risk managementsolutions.Guy Carpenterdevelops advanced risk, reinsurance and capital strategies that help clientsgrow profitably and pursue emerging opportunities.Mercerdelivers advice and technology-drivensolutions that help organizations redefine the world of work, reshape retirement and investmentoutcomes, and unlock health and wellbeing for a changing workforce.Oliver Wymanserves as a critical strategic, economic and brand advisor to private sector and governmental clients. For more information, visitmmc.com, follow us onLinkedInandTwitteror subscribe toBRINK.

We embrace a culture that celebrates and promotes the many backgrounds, heritages and perspectives of our colleagues and clients. For more information, please visit us at: www.mmc.com/diversity.

Marsh & McLennan Companies and its Affiliatesare EOE Minority/Female/Disability/Vet/Sexual Orientation/Gender Identity employers

The applicable base salary range for this role is $131,800 to $263,400.

The base pay offered will be determined on factors such as experience, skills, training, location, certifications, education, and any applicable minimum wage requirements. Decisions will be determined on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives.

We are excited to offer a competitive total rewards package which includes health and welfare benefits, tuition assistance, 401K savings and other retirement programs as well as employee assistance programs.