Service Operations Manager

General Summary

IFN’s Service Operations Manager has primary responsibility for managing the day-to-day Service Operations activities within the Network Operations Center, while maintaining a perspective toward business value through long-term incremental and short-term ongoing optimization and improvement. The Service Operations function is closely aligned with IFN’s Service Transition and Service Design functions within the organization and provides feedback toward service performance and continuous improvement. This individual will provide leadership, workload priorities, and technical assistance as required to Network Operations Center staff. The Service Operations Manager will oversee process execution and report performance results toward established service level agreements. The Service Operations Manager will be responsible for effective event management, incident management, problem management, request fulfillment, and customer satisfaction. The successful candidate will have prior experience with DWDM, SONET transport networks, and a solid understanding of Ethernet & IP/MPLS protocols. The ideal candidate will have a passion and a proven record of accomplishment of deeply understanding customer needs, service operation best practices, as well as the ability to promote teamwork and customer service. Must enjoy a challenging and dynamic work environment and have the ability to adapt to changes in priority and focus as needed.

Essential Duties & Responsibilities

  • Provide leadership, supervision, and direction as well as set workload priorities to Network Operations Center staff in pursuit of service warranty and utility targets
  • Best practice process development toward customer satisfaction and business value
  • Provide high level insight to customer driven need and product development opportunities
  • Provide Executive management with feedback concerning service performance and continuous improvement
  • Act upon network events, incidents and problems with a high sense of urgency and customer care
  • Ability to understand and follow escalation guidelines during network events, as well as maintain order in a high-pace network environment
  • Provide technical assistance and guidance during network events, engaging next level management as appropriate
  • Ability to interface with customer and partner-provider operational management and technical personnel in order to quickly resolve network issues and restore service
  • Maintain current & good understanding/knowledge of IFN Services and SLA requirements
  • Clear and concise verbal/written communications skills is essential
  • Willing and able to work flexible hours when required.
  • Coaching and commitment to the continuous improvement of Network Operations Center staffs expertise and skills
  • Other duties as assigned by VP of Operations

Required Knowledge

  • Knowledge of best practice service operations management
  • Excellent knowledge of network support systems, software, and technologies
  • Knowledge of ITIL and its practical application
  • Leadership experience, developer and manager of people
  • IP networking fundamentals
  • Ethernet Fundamentals
  • CWDM & DWDM Fundamentals
  • Familiarity with Telecommunications Equipment

Required Skills

  • Self-motivated and self-driven and can yield business outcomes and results with minimal supervision
  • Strong decision making ability
  • Process oriented
  • Ability to hold people accountable, yet a strong team player
  • Ability to translate technical concepts
  • Strong people management and technical skills
  • 5 to 10 years’ experience in service operations, implementation and lifecycle maintenance, or technical services role
  • Possess the ability to work with customers and vendors at both a business & technical level
  • Exceptional organizational and communications capabilities (i.e. must be able to listen and understand, then communicate orally and in written format) within all levels of an organization

To apply for this position, please send your resume and cover letter to