Description
Manager, Connectivity Managed Services
Summary
This role leads a technical team of network support engineers, responsible for servicing Centrilogic’s base of network clients. The successful candidate requires a passion for technology and understands its importance in delivering outstanding customer experiences.
The ideal candidate has a proactive “can do” approach to team engagement, cooperation and communication with internal teams, clients and external partners. A commitment to continuous improvement is a must.
Job Duties
Maintains a significant level of involvement with high value clients, and a knowledge of the client organization, service needs and expectations.
Accountable for client service management and improvement recommendations for efficiencies, analysis, and customer service results plans.
Proactively identifies and actions opportunities to increase client satisfaction.
Accountable for proactively identifying and actioning opportunities to improve revenue and growth initiatives, decrease costs, increase customer service levels and increase employee engagement.
Analyzes existing service delivery and support processes to identify gaps, inefficiencies, or risks, and develops actionable recommendations to enhance workflows, ensure scalability, and improve client outcomes.
Manages delivery and service assurance tasks and provides reporting as required (both service commissioning and decommissioning).
Efficiently manages the transition from project to operations for new network delivery scope.
Ensures implementation validation results have been completed and are documented for reference. Ensures records have been entered into ITSM for trouble ticket handling.
Reviews services advisories and participates in outage and incident escalations.
Leads, directs and manages staff to ensure the effective use of team resources
Maximizes team performance by developing, mentoring, and sustaining a high level of expertise among team members, including identifying and providing training options, career development opportunities, and fostering a culture of innovation and collaboration.
Establishes and promotes collaborative frameworks across teams to improve communication, knowledge sharing, and overall operational efficiency.
Establishes objectives, provides regular performance feedback, conducts year end performance reviews and takes necessary corrective action as required.
Accountable for engaging and managing third party services/resources as required.
Works proactively with other members of the Connectivity Practice and related Practice teams to improve process and escalation work/ticket flows.
Requirements
Available for after hours escalations.
Some travel may be required to company facilities across Canada and the US.
Qualifications
~ University degree or College diploma program in Computer Science, Business and Technology, Information Systems or related areas.
~5+ years of leadership experience in a service provider technology or telecommunications/network environment.
~ Knowledge of business and technology processes.
~ Proven track record of escalation management experience.
~ Excellent Critical Thinking and Emotional Intelligence skills.
~ Ability to communicate effectively at different levels – direct-reports, peers, ELT and C-level.
~ Experience with network technologies (Cisco, Juniper, Fortinet, etc.) and firewall/security tools.
~ Knowledge of IT infrastructure monitoring systems (e.g. Logic Monitor, ScienceLogic, Solar Winds, etc.).
~ Understanding of backup/disaster recovery solutions (CommVault, Zerto, etc.).
~ Understanding of hosting, VPS, Public and Private cloud services (Azure, AWS, etc.).
~ Experience working for an IT Service Provider, delivering a managed service to multiple clients
~ Experience with ITIL and associated processes
