Manager, Managed Services Operations EngineeringThe job responsibilities outlined in this document are not exhaustive and may evolve over time and be reviewed according to business needs.
Role description summary
The Manager, Managed Services Operations Engineering is responsible for leading the Operations Engineering function for SES Managed Services, with a primary focus on MEO-based operations, supporting services delivered across different customer verticals. This role provides technical and operational leadership for services in life, ensuring service stability, resilience and continuous improvement within a global environment. The role acts as the primary Operations Engineering point of contact for managed services, leading complex cross-functional escalations and strengthening operational maturity.
primary responsibilities / key result areas
- Managed Services Operations Engineering: Provide operational engineering leadership for managed services with strong emphasis on MEO operations, ensuring SLA adherence and operational readiness.
- Cross-Functional Escalation Leadership: Act as primary point of contact for complex incidents and lead cross-functional resolution across Operations, Engineering, Service Assurance and external partners.
- Service Ownership & Operational Excellence: Own operational engineering aspects of managed services and drive continuous improvement, focusing on service stability, resilience, and reduction of recurring issues.
- Knowledge Management & NOC Enablement: Ensure strong documentation, runbooks and effective knowledge transfer to NOCs, strengthening operational capability and service understanding across Managed Services Operations.
- Collaboration & Service Improvement: Partner with cross-functional teams to resolve complex issues and contribute to continuous service improvement initiatives, ensuring operational insights and requirements are incorporated into service evolution.
- People Development & Talent Management: Mentor and develop Operations Engineering SMEs, foster technical expertise, continuous learning, and strong team engagement within a high-performance environment.
competencies
- Leadership & Strategic execution: Strong strategic mindset with the ability to translate business goals into operational execution. Demonstrated capability to lead in high-pressure, fast-paced, 24/7 operational environments. Ability to instill a culture of performance, accountability and continuous improvement.
- Technical Proficiency: Strong expertise in satellite communications, including MEO operations, VSAT platforms, and service architecture. Solid understanding of Linux/Unix environments and operational tooling within complex service ecosystems.
- Customer-Focused: Advocates for customer needs, service quality and SLA adherence. Ensures rapid, clear communication and professional management of customer escalations.
- Crisis & Incident Management: Calm, decisive leadership during major incidents. Skilled in driving service restoration and long-term prevention strategies.
- Team Collaboration: Fosters teamwork and collaboration by ensuring effective communication with peers during shifts.
- Collaboration & Stakeholder Management: Excellent communication skills with the ability to build trust and alignment across departments and engage effectively with senior
- Organizational Skills & Documentation: Highly organized with meticulous attention to detail, ensuring accurate documentation and prioritization of tasks in a dynamic, fast-paced environment.
Qualifications & Experience
Required- 10+ years of experience in operations engineering, managed services, or network/service operations environments.
- Strong experience in MEO operations, including operational support of live satellite-based services.
- Solid knowledge of Satcom technologies and architecture.
- Proven experience with VSAT platforms and associated systems.
- Strong working knowledge of Linux/Unix environments.
- Proven experience working within ITIL-based frameworks, particularly Incident, Problem, and Change Management.
- Experience leading complex operational issues and cross-functional technical escalations in a 24/7 environment.
- Strong analytical, problem-solving, and communication skills.
Preferred- Bachelor's degree in Computer Science, Telecommunications, Engineering, or a related field.
- Relevant industry certifications in satellite communications, networking, or service management.
- Experience with operational tooling, monitoring platforms, and automation to improve service efficiency.
- Proven ability to drive operational improvements and adapt to evolving technologies and service environments.
- Proficiency with Microsoft applications (Excel, Word, PowerPoint, Visio) and documentation tools.
- Experience with automation to drive operational efficiencies.
