Senior Manager, Service Delivery

Senior Manager, Service Delivery Opelika, AL

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

Physical Demands/Working Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to use both hands, is frequently required to stand, sit, stoop, talk and hear (communicate verbally in person and via telephone), and be able to read computer screens, correspondence and reports The employee must occasionally walk, reach with hands and arms, and drive a vehicle. The employee may occasionally lift and/or move up to 30 pounds. May be required to climb stairs, ladders or ramps The job is generally performed in various office settings, and the employee may be subject to related conditions such as dust The ambient noise level is usually quiet, consisting of normal conversations, business machines (copiers, printers, ) and telephones, but occasionally may be above normal for portions of business day The employee must be able to concentrate on details, work under deadline pressures, apply sound logic and judgment, and prioritize tasks Must be able to focus and multi-task in a busy environment, with the ability to successfully handle stressful situations in a calm and professional manner

Benefits: Medical (3 plans to choose from), Dental and Vision Short Term Disability Flexible Spending Accounts Company Paid Life as well as Voluntary policies 401(k) with generous company match Paid Time Off Share the Care Paid Time Off Paid Holidays Uniform/Boot allowance *Applicable by Position* Cell Phone Allowance *Applicable by Position* Career Progression Opportunities Discounted Broadband Services *Where Applicable* Point Broadband is an equal opportunity employer. For further information, please visit: EEO is the Law Poster | U.S. Equal Employment Opportunity Commission #J-18808-Ljbffr