Director, Network Operations ExteNet Systems
THIS JOB HAS EXPIRED Position Overview
ExteNet Systems plans, builds, operates and owns an extensive portfolio of neutral-host, multi operator distributed wireless networks throughout North America which are leased to mobile service providers.
The Director, Network Operations is responsible to lead and manage a carrier class 24x7x365 ?five-nines? quality network operations center and the professional staff, culture, policies, methods, procedures, communications and systems required to consistently meet key contractual service level commitments and key business and operational performance metrics.
This includes direct customer facing communications and relationship management; the management, training and development of a professional network operations services staff; selection, oversight and management of services vendors and OEM equipment partners; and the ongoing management of the budgets, facilities, tools, systems and infrastructure associated with a carrier class Network Operations Center.
Strong team play and collaboration toward a matrix organization and an open, engaging and inclusive management and communications style is essential.
Demonstrated success in leading and managing a 24x7x365 operational support center including hands-on leadership managing outages and service restorations is required.
Demonstrated successful experience working in an emerging growth technology services company is required.
Conveying a strong sense of urgency, responsiveness, follow-through and successfully managing outcomes are critical to success in this role.
Hands-on, active leadership and management of our Network Operations staff to consistently achieve high employee engagement, high customer satisfaction & loyalty and an efficient and competitive services financial performance.
Ensure the quality of work product and results consistently meet or exceed internal and contracted service level commitments for network availability, customer communications management and services restoration.
Primary management focal point for network operations services customer care and communications with a strong bias to pro-active customer engagement.
Manages the development and implementation of services policies, procedures, methods and the integration and management of these into scalable, efficient, carrier class tools and systems.
Planning and oversight of network operations skills, tools and knowledge acquisition to drive a high state of technical, professional and procedural readiness to meet today?s requirements as well as emerging requirements.
Direct management, review, analysis and communication of outage post-mortems and root-cause-analysis and ensure key learning?s are applied to address quality lapses.
Responsible for managing the data collection, aggregation, analysis and presentation for internal and external purposes including contractual compliance reporting and internal business and operational reviews.
Develops and manages the budgets and staffing model for network operations services.
Hiring and contracting of the budgeted network operations services staff as necessary.
Proactive management of network operations employee and supplier engagement including:
Direct supervision, oversight and coaching of network operations staff and suppliers.
Set, tracks and assesses progress and compliance with annual network operations staff performance and development objectives.
Fosters a continual learning, open and collaborative work environment and culture.
Fosters a culture and leadership style that drives effective teaming, collaboration, information sharing, continuous improvement and innovation.
Supporting role in services commercial administration including services proposal support, services costing, and development of services scope-of-work documents.
Provides input and insight into the design and development of new services offerings.
Provides input and insight into current and emerging services competitors / competitive threats.
Bachelor degree required, preferably Business, Computer Science or Engineering
Master?s degree in Business desired
Minimum 15 years of experience in the wireless telecommunications industry
Minimum 12 years management experience in wireless and transport services fulfillment
Minimum 12 years of experience in external customer facing communications and relationship management
Strong verbal and written communications skills.
Extensive experience in network monitoring, fault isolation, service restoration and associated work flows, ticketing, outage management and customer communications.
Services policy, processes and methods development and management.
Professional services P&L management, budgeting, planning and administration.
Technology services related human capital planning, acquisition, development, supervision and management.
Extensive experience in technology based services partner / vendor management.
Experience working in an emerging growth technology services company.
Proficient with MS Office applications and familiarity with GIS and CAD software systems required.
||Lisle, IL |
THIS JOB HAS EXPIRED