SUMMARY
The Operations Service Manager oversees daily service operations, network event management, vendor performance, customer outage restoration, and maintenance activities. This role serves as a critical liaison between field operations, the Network Operations Center (NOC), leadership teams, and external partners to ensure service reliability, operational efficiency, regulatory compliance, and an exceptional customer experience.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
What will you be doing? - Manage and coordinate network events, outages, and scheduled maintenance activities to minimize customer impact and ensure timely resolution.
- Monitor operational performance and service availability, ensuring adherence to established service level agreements (SLAs).
- Oversee preventative maintenance programs to maintain network reliability and operational readiness.
- Oversee daily service call assignments and workload distribution for vendors and internal workforce to optimize technician productivity and response times.
- Prioritize service restoration efforts for Hard Down customers, ensuring rapid response and resolution.
- Manage relationships with contractors and vendor partners to ensure performance expectations, quality standards, and service commitments are met and in compliance with contractual obligations.
- Act as the primary point of contact for operational escalations, providing timely and accurate communications regarding network events, maintenance activities, and service interruptions to partners and Intrepid leadership.
- Ensure compliance and promote a culture of safety that is aligned with company safety policies, procedures, and regulatory requirements.
- Analyze operational metrics and trends to improve performance and operational processes and support strategic decision-making.
- Lead initiatives focused on service quality, operational efficiency, and customer experience enhancement.
COMPETENCIES:
What do you bring to the team? - Bachelor's degree in Business, Telecommunications, Operations Management, or related field preferred.
- 5+ years of experience in telecommunications, network operations, field operations, or service management.
- Proven experience managing vendors, field operations, and customer escalations.
- Strong understanding of network operations, maintenance practices, and service restoration processes.
- Excellent leadership, communication, and problem-solving skills.
- Demonstrated experience with incident management, workforce management, and operational reporting.
- Ability to manage multiple priorities in a fast-paced, customer-focused environment
PHYSICAL DEMANDS:
- 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 stand; walk and talk or hear. The employee is occasionally required to sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance and stoop, kneel, crouch, or crawl.
- The employee must occasionally lift and/or move up to 50 pounds.
BENEFITS:
What do we bring to our employees? - Medical Plans: Various options, including high-deductible plans with lower premiums. Preventive care is covered at 100%, and you have access to a wide network of providers.
- 401(k) Plan: Includes a company match to help you save for retirement.
- Employee Assistance Program (EAP): Provides support for personal and work-related issues.
- Paid Time Off (PTO): Starts accruing on your first day.
- Additional benefits can include Dental and vision insurance, life and disability insurance, company vehicle or mileage reimbursement, and other perks.
