Manager, Connectivity Managed Services

Summary

This role leads a technical team of network support engineers, responsible for servicing Centrilogic's base of network clients. The successful candidate requires a passion for technology and understands its importance in delivering outstanding customer experiences.

The ideal candidate has a proactive "can do" approach to team engagement, cooperation and communication with internal teams, clients and external partners. A commitment to continuous improvement is a must.

Job Duties

• Maintains a significant level of involvement with high value clients, and a knowledge of the client organization, service needs and expectations.
• Accountable for client service management and improvement recommendations for efficiencies, analysis, and customer service results plans.
• Proactively identifies and actions opportunities to increase client satisfaction.
• Accountable for proactively identifying and actioning opportunities to improve revenue and growth initiatives, decrease costs, increase customer service levels and increase employee engagement.
• Analyzes existing service delivery and support processes to identify gaps, inefficiencies, or risks, and develops actionable recommendations to enhance workflows, ensure scalability, and improve client outcomes.
• Manages delivery and service assurance tasks and provides reporting as required (both service commissioning and decommissioning).
• Efficiently manages the transition from project to operations for new network delivery scope.
• Ensures implementation validation results have been completed and are documented for reference. Ensures records have been entered into ITSM for trouble ticket handling.
• Reviews services advisories and participates in outage and incident escalations.
• Leads, directs and manages staff to ensure the effective use of team resources
• Maximizes team performance by developing, mentoring, and sustaining a high level of expertise among team members, including identifying and providing training options, career development opportunities, and fostering a culture of innovation and collaboration.
• Establishes and promotes collaborative frameworks across teams to improve communication, knowledge sharing, and overall operational efficiency.
• Establishes objectives, provides regular performance feedback, conducts year end performance reviews and takes necessary corrective action as required.
• Accountable for engaging and managing third party services/resources as required.
• Works proactively with other members of the Connectivity Practice and related Practice teams to improve process and escalation work/ticket flows.

Requirements

• Available for after hours escalations.
• Some travel may be required to company facilities across Canada and the US.

Qualifications

• University degree or College diploma program in Computer Science, Business and Technology, Information Systems or related areas.
• 5+ years of leadership experience in a service provider technology or telecommunications/network environment.
• Knowledge of business and technology processes.
• Proven track record of escalation management experience.
• Excellent Critical Thinking and Emotional Intelligence skills.
• Ability to communicate effectively at different levels - direct-reports, peers, ELT and C-level.
• Experience with network technologies (Cisco, Juniper, Fortinet, etc.) and firewall/security tools.
• Knowledge of IT infrastructure monitoring systems (e.g. Logic Monitor, ScienceLogic, Solar Winds, etc.).
• Understanding of backup/disaster recovery solutions (CommVault, Zerto, etc.).
• Understanding of hosting, VPS, Public and Private cloud services (Azure, AWS, etc.).
• Experience working for an IT Service Provider, delivering a managed service to multiple clients
• Experience with ITIL and associated processes