Service Operations Manager
Job Description
Job Summary: The Service Operations Manager will be responsible for overseeing three key teams within our organization:
- Customer Service Team: Handles user signup, activation, and Level One technology assistance.
- Technology Team 1: Manages voice and data services at a small campus-type location, including design, installation, provisioning, operations, and maintenance for inside and outside plant, Dedicated Internet Access (DIA)/Internet, Managed Network Services, and telephony services.
- Technology Team 2: Responsible for connectivity and network services at a large campus-type location, including design, installation, provisioning, operations, and maintenance. This is a hub location, and this team also supports regional based teams by providing Help Desk, Asset Management, and Level 3 Network Support for said regional teams.
The ideal candidate will be a strategic leader with strong technical acumen, capable of managing high-stress situations, and comfortable working with a diverse team and customer base.
Responsibilities
- Team Leadership & Management:
- Provide leadership and direction to the Customer Service and Technology teams, ensuring high levels of performance and employee engagement.
- Develop and implement strategies to optimize team efficiency and service delivery.
- Foster a collaborative and inclusive work environment that values diversity and promotes professional growth.
- Operational Oversight:
- Oversee daily operations for all three teams, ensuring that service level agreements (SLAs) are met or exceeded.
- Monitor and manage the performance of voice and data services, connectivity, and network services at both small and large campus locations.
- Ensure the design, installation, provisioning, operations, and maintenance processes are executed with precision and in alignment with company standards.
- Customer Focus:
- Act as the primary point of contact for escalated customer issues, ensuring timely and effective resolution.
- Collaborate with customers to understand their needs and ensure that service offerings meet or exceed expectations.
- Maintain strong relationships with clients, ensuring a high level of customer satisfaction.
- Technical Expertise:
- Provide guidance on complex technical issues related to voice, data, and network services.
- Ensure that all technical teams are equipped with the necessary tools and knowledge to perform their duties effectively.
- Stay up-to-date with industry trends and emerging technologies to ensure the organization remains competitive.
- Stress & Crisis Management:
- Lead the teams through high-stress situations, ensuring that critical issues are resolved quickly and effectively.
- Develop and implement crisis management protocols to minimize service disruptions and ensure continuity of operations.
- Reporting & Analysis:
- Prepare and present regular reports on team performance, operational metrics, and customer satisfaction.
- Analyze data to identify trends, areas for improvement, and opportunities for innovation.
Desired Skills & Experience
Qualifications:
- Bachelor’s degree in Information Technology, Telecommunications, Business Administration, or a related field; Master’s degree preferred. In the absence of a degree, greater experience may be accepted.
- Minimum of 7-10 years of experience in a similar role, with a strong background in service operations management.
- Proven experience managing diverse teams and working with a diverse customer base.
- Strong technical background in voice and data services, connectivity, and network services.
- Excellent problem-solving skills with the ability to manage high-stress situations effectively.
- Exceptional communication and interpersonal skills, with a focus on customer service.
- Ability to work independently and make decisions in a fast-paced environment.
- Strong organizational and time management skills.
What We Offer:
- Competitive salary and benefits package.
- Opportunities for professional growth and development.
- A dynamic and inclusive work environment.
- The chance to work with cutting-edge technology and a talented team.
How to Apply: Please submit your resume and a cover letter detailing your qualifications and experience to qa.hire@babtel.net.