Summary:

The Senior Manager of Service Delivery will lead and oversee the engineering and operational execution of complex fiber and multi-vendor/technology solutions. This role includes end-to-end management from design through to deployment, ensuring the delivery of network infrastructure. The Senior Manager will also be responsible for strategic planning, process optimization, team leadership, and maintaining high standards of customer satisfaction.

Responsibilities:

• Lead a team of Service Delivery Engineers, providing direction, mentorship, and support to ensure efficient and effective service delivery
• Oversee the design, quoting, building, testing, deployment, and provisioning of carrier-grade network infrastructure
• Act as the primary point of contact for escalated issues, ensuring they are resolved promptly and satisfactorily
• Maintain and enhance customer relationships, serving as the Voice of the Customer within the organization
• Ensure customers are kept informed of progress and status updates through appropriate channels (ticketing systems, email, phone calls)
• Collaborate with internal stakeholders, commercial sales, and engineering teams to provide expert engineering services
• Conduct technical evaluations and propose solutions that meet customer expectations and business requirements
• Manage the end-to-end order to delivery process, ensuring contract compliance and fulfillment through accurate and timely documentation and tracking
• Develop and maintain technical documentation for systems and telecommunication solutions
• Plan and coordinate with internal and external customers to ensure seamless service delivery
• Oversee the configuration, deployment, and verification of carrier-grade network equipment
• Maintain a high level of knowledge in MPLS Networking, Ethernet Switches, IP Routing, and standard network service architectures
• Stay current with industry trends and advancements in telecommunications networks, including ALU, Juniper, and Ciena equipment
• Foster a culture of continuous improvement, seeking ways to optimize processes and enhance service delivery efficiency.

Qualifications:

• Strong project and vendor/customer management skills
• An understanding of the Telcom infrastructure services and delivery
• Proven ability to lead and manage a team, with excellent interpersonal and professional skills.
• Superior oral and written communication skills.Excellent research, analytic, project management, and documentation skills
• Ability to handle multiple, concurrent, projects; manage vendors/customers effectively and be responsive to users and sales staff in a timely manner
• Strong ability to manage complex situations with diplomacy and a high degree of self-initiative
• Extensive knowledge of MPLS VPNs, pseudo-wire technologies, the OSI model, and routing protocols (EIGRP, OSPF, MPLS, BGP)
• Deep understanding of DWDM network concepts and components
• Broad-based experience in maintaining complex voice, cable, and data networking systems.Proficiency with telecommunications networks and equipment from vendors such as ALU, Juniper, and Ciena
• Knowledge of IP address nomenclature, IP protocols, and router/switch components
• Industry certifications (Nokia, CCNA, Juniper) are highly valued

Education/Experience:

• Minimum of 7 years of experience in telecommunications and/or engineering operations, with at least 3 years in a managerial, leadership, or project management role
• Bachelor’s degree in engineering, computer science, electronics technology, telecommunications, or a related field. A combination of education and relevant experience may substitute for the degree requirement
• PMP or similar certification strongly preferred
• Experience with cloud migrations and management preferred, but not required