About the Job
As a Customer Program Manager and leader for Managed Services Operations, you will play a pivotal role in ensuring the highest level of service delivery across our operations teams, including Security Operations and Network Operations. You will be responsible for maintaining service level agreements (SLAs), managing escalations, overseeing the profit and loss (P&L) for operations, and ensuring seamless service delivery to our customers. Your leadership will drive operational excellence, customer satisfaction, and financial performance in alignment with strategic objectives.
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What You'll Do:
- Operational Leadership and Service Delivery: Lead multiple teams within Managed Services Operations to ensure efficient and effective service delivery. Drive teams toward achieving operational excellence and exceeding customer expectations.
- SLA Management: Oversee and ensure maintenance of SLAs for all managed services. Monitor performance metrics, identify areas for improvement, and implement strategies to maintain and exceed SLA requirements.
- Escalation Management: Serve as the primary point of contact for all operational escalations. Develop and maintain an effective escalation process to ensure quick resolution of issues, minimizing impact on service quality and customer satisfaction.
- Financial Management: Oversee the P&L for managed services operations, ensuring profitability and cost-effectiveness. Implement financial controls and strategies to optimize resources and maximize financial performance.
- Customer Relationship Management: Build and maintain strong relationships with customers, understanding their needs and ensuring their satisfaction with our services. Act as a strategic advisor, offering insights and solutions to meet business objectives.
- Team Development and Leadership: Lead, mentor, and develop teams across multiple operational domains, fostering a culture of continuous improvement and high performance. Ensure teams are well-equipped with the necessary skills to meet operational demands.
- Continuous Improvement: Continuously assess operational processes and performance, implementing initiatives to enhance efficiency, service quality, and customer satisfaction. Stay abreast of industry trends and best practices to drive innovation within operations.
Minimum Qualifications:
- CCIE or JNCIE certification or a relevant technical background.
- Minimum of 8 years of experience in operations management within the telecommunications or IT services industry, with at least 3 years in a leadership role managing cross-functional teams.
- Proven track record of managing SLAs, financial performance, and customer relationships in a technology-driven environment.
- Deep understanding of network and security operations, including technologies, processes, and best practices.
- Financial acumen with experience managing P&L.
