Senior Manager, Network Operations

General overview

Profitable services growth, innovation, quality and customer loyalty – these words sum up the mission. ExteNet Global Services is in an aggressive growth phase where the scale, breadth and sophistication of our services offerings are receiving significant focus and investment. In concert with this growth is a leadership commitment to significantly enhance the level of customer service, satisfaction and value we bring to our customers through our Infrastructure-as-a-Service business model.

The Senior Manager, Network Operations is responsible for planning, development, execution, quality, customer satisfaction, resource and business management of remotely delivered network operations and performance management services. This includes direct customer facing, management level communications; the management and development of services policies, processes and methods; the management, training and development of a professional network operations services staff; selection, oversight and management of services vendors and OEM equipment partners; and the ongoing management of the budgets, facilities, tools, systems and infrastructure associated with a first tier, carrier class, Technical Assistance Center and Network Operations Center.

Professional services management experience in the wireless telecommunications industry is required.

The ideal candidate will have experience working in an emerging growth/technology company.

Reports to: Director, Network Operations

Key Responsibilities

• Provide operational, business and customer care leadership and management to front line network operations staff in a manner that drives high employee engagement, high customer loyalty and competitive services financial performance.
• Services operational execution quality that consistently meets our internal and contracted service level agreements for network availability, event management and services restoration.
• Development, testing, production and delivery of Network Operations related metrics and key performance indicators including data collection, aggregation, reporting, analysis and presentation for internal and external purposes including contractual compliance reporting.
• Primary management focal point for network operations services customer care and communications.
• Develops and manages the budgets and staffing model for network operations services.
• Hiring and contracting of the budgeted network operations services staff as necessary.
• Proactive management of network operations services employee engagement including:
• Provides direct supervision, oversight and coaching to the network operations staff.
• Sets, tracks and assesses progress and compliance with annual network operations staff performance and development objectives.
• Fosters a continual learning, open and collaborative work environment and culture.
• Management and administration of software based services, SaaS and managed services offerings including services contract administration and renewals.
• In conjunction with internal ExteNet departments and external technology or services partners, manages network operations services delivery and fulfillment readiness including the planning, development and implementation of new services requirements, new customer requirements and new technology driven requirements.
• In conjunction with internal ExteNet departments and external technology or services partners, manages the development and implementation of services policies, processes, methods and the integration and management of these into scalable, efficient, enterprise class tools and systems.
• Management and administration of customer deliverable network performance audits, network event post-mortems and root-cause-analysis.
• Supporting role in services commercial administration including services proposal support, services costing, and development of services scope-of-work documents.
• Provides input and insight into the design and development of new services offerings.
• Provides input and insight into current and emerging services competitors / competitive threats.

Qualifications

• Bachelor degree (preferably Business, Computer Science or Engineering) or equivalent professional experience.
• Minimum 8 years of experience in technology based professional services management.
• Minimum 8 years of experience in the wireless telecommunications industry.
• Minimum 5 years of experience in direct customer facing relationship management.
• Extensive experience in network monitoring, fault isolation, service restoration and associated work flows, ticketing, event information management and customer communications.
• Extensive experience in network outage and service restoration management including real-time coordination and communication of ExteNet, vendor and customer resources.
• Services policy, processes and methods development and management.
• Professional services P&L management, planning and administration.
• Professional services human capital planning, acquisition, development and management.
• Extensive experience in direct customer communications and relationship management.
• Extensive experience in services partner / vendor management.
• Experience working in an emerging growth company.
• Strong verbal and written communications skills.
• Proficient with MS Office applications.