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Operations Service Manager

Walnut Creek, CA CenturyLink

CenturyLink (NYSE: CTL) is a global communications and IT services company focused on connecting its customers to the power of the digital world. CenturyLink offers network and data systems management, big data analytics, managed security services, hosting, cloud, and IT consulting services. The company provides broadband, voice, video, advanced data and managed network services over a robust 265,000-route-mile U.S. fiber network and a 360,000-route-mile international transport network. Visit CenturyLink for more information.  Job Summary The Operations Service Manager is the primary operational interface to large strategic accounts by serving as the customer advocate to drive a superior, differentiated, and sustained customer experience. The OSM also ensures operational continuity and scalability across functional teams during all stages of the lifecycle by coordinating, driving and delivering operations reviews, Request for Outage (RFO), and Service Improvement Plans (SIP). Serve on cross-functional teams to raise awareness, drive for results, and resolve issues impacting both assigned customers as well as the larger Elite customer base. Train and mentor lower level peers and partner with management to share strategic responsibilities and team leadership.Job Description Act as an escalation point, sometimes after hours, when standard processes are not meeting customer expectations. Once engaged, serve as primary communicator for operational lifecycle issues by pulling in necessary resources to address ongoing issues. Serve as customer advocate, technical resource, and Subject Matter Expert for internal company departments for assigned customer base, and develop communications strategies with internal departments by staying well-versed in customer and internal SLA’s and operational processes to assist operational and sales teams in setting proper customer expectations based on defined Service Level criteria. Define and develop custom reporting and deliver regular operations reviews that illustrate network performance by highlighting positive performance trends and identifyi areas for service improvement opportunities. Partner with Technical Service Center (TSC) to identify, create, implement, and track post mortem analysis and preventive measures and then take the lead in presenting that information to the customer. Define and communicate key Service Delivery, Service Management or Service Assurance process gaps that will be measured and tracked via Service Improvement Plans (SIP). Facilitate both internal and external meetings associated to SIP until initiatives are resolved. Communicate complicated, large scale upgrade projects and other Global Change Request (GCR) events that impact assigned customers, while also maintaining accurate and thorough customer contact lists for proper planned maintenance notifications. Maintain critical customer information on public drive and ensures OSM is flagged in key systems. Qualifications Bachelor’s Degree or 7+ years of relevant job in the telecom industry experience with solid working knowledge in Voice, Transport, IP and Data with 2 plus years as OSM I working at OSM II level Very strong technical and operational background and understanding of troubleshooting and configuration protocols Thorough understanding of operations’ processes and systems across all internal organizations as well as industry best practices Excellent oral and written communications skills internally and customer-facing Primarily office environment 8 to 5 with some business travel and after hours support Must be willing to work on-call via cell phone, including weekends and holidays Highly motivated, self-starter who can thrive independently or in a team environment Alternate Location: US-California-Irvine; US-California-Los Angeles; US-California-San Diego; US-California-San Francisco; US-California-San Jose; US-California-Santa Clara; US-California-Walnut Creek; US-Colorado-Broomfield; US-Colorado-Denver Requisition #: 187427 This job may require successful completion of an online assessment. A brief description of the assessments can be viewed on our website at   EEO Statement We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”).  We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training. Disclaimer The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.  Job duties and responsibilities are subject to change based on changing business needs and conditions.Nearest Major Market: San Francisco Nearest Secondary Market: Oakland Job Segment: Operations Manager, Service Manager, Telecom, Telecommunications, Customer Service, Operations, Technology

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