Service Delivery Manager - Satcom
Summary
Title:Service Delivery Manager - Satcom
ID:17-075-019
Seq#:2
Job ID:17-075-019
Location:Herndon, VA
Keywords:GEO, MEO, Project Management, Satellite Communications, Satellite Ground Systems, Service Providers, Space / Satellite Operations, Telecommunications, Teleport
Industry/Field:Federal Enterprises, Satcom, Satellite Communications, Satellite Operations Center, Teleport
Description
Service Delivery Manager - Satcom

Overview:

The Service Delivery Manager leads the effort to implement, operate and maintain Medium Earth Orbit (MEO) and Geosynchronous Orbit (GEO) satellite services delivered to customers by the Corporate Networks team. The position supports requirements for existing as well implementation of new services for customers. In addition, the position manages the company wide network relationship on behalf of the hiring organization from pre-sale activities to service delivery while providing supplemental support for ongoing operations and maintenance. Furthermore, the position plays a major role in supporting the program delivery, maintaining operational performance and Service Level Agreements (SLAs). Lastly, the incumbent will understand customer requirements in terms of operational support and ensure the corporate Networks Team provides quality service thus enhancing Company revenue.

 

Essential Job Functions:

  • Oversees the delivery/ongoing operations, and maintenance support of MEO and GEO services to customers with the intent to achieve performance objectives, with overall customer satisfaction as the highest priority
  • Manages, plans, and executes the delivery of new services (or equipment) for customers ensuring all start of service dates (or equipment delivery dates) are satisfied and the associated revenue is delivered on schedule
  • Provides project delivery status to customers and internally to all stakeholders
  • Interacts directly with company Networks functional groups to maintain strong relationships and to ensure that customer requirements are supported by each functional group for timely delivery of the contracted services
  • Works with company Networks functional teams to ensure that Service Level Agreements and Key Performance Indicators are achieved, and customer expectations for service quality, resolution timelines and customer satisfaction are realized
  • Facilitates periodic service quality review meetings with Networks to review project status, incident ticket/resolution, fault trends, performance reports, service or support improvements, service quality and service delivery processes
  • Plans and coordinates periodic preventive maintenance activities required under the relevant SLAs. Communicates to the various Networks groups planned customer service outages, and support requirements
  • Works closely with the sales staff on pre-sales activities and to present a common message to the customer for all post-sale activities
  • Provides feedback to company Networks Product Development, Systems Engineering and Asset Management on requested features or enhancements, technical challenges, and customer support services
  • Understands customer values in terms of customer support and ensures customer monitoring and support requirements are defined/integrated into the corporate Networks Operations Centers
  • Champions company and various company Networks functional teams to help promote and enhance a culture of customer service
  • Assists with developing/implementing processes/procedures based on best practices that enable the operations team to perform efficiently
  • Works closely with the company billing team to ensure that all invoices are properly delivered and payments are received 

 

Experience/Qualifications:

  • BS Degree (Electrical Engineering, Technology, or Computer Science) or a minimum of four years’ experience in a customer support or network operations
  • Information Technology Infrastructure Library (ITIL) Certification - a plus
  • Knowledge of satellite based networks/industry and enterprise networks
  • Understands how US Government uses/purchases satellite services and bandwidth
  • Strong project/program management and organization/coordination skills with the ability to collect, access and report factual data and present logical conclusions
  • Self-starter who can seek out potential issues that aren’t readily apparent
  • Able to manage projects, with minimal supervision and ability to make spot decisions
  • Excellent problem solver and able to accommodate changing priorities and directions
  • Able to interact effectively within a global multicultural fast-paced environment
  • Able to handle high stress situations in a professional, and business manner
  • Detail oriented and highly organized, able to prioritize/manage time - meet deadlines
  • Sense of urgency, initiative and competitive drive to get things done
  • Excellent verbal/written communication, listening and diplomacy skills
  • Excellent communication skills - a world class attitude for customer service
  • Proficient in Microsoft Office skills, including Microsoft Project
  • PMP Certification or equivalent – preferred – obtain within one year
  • Ability to travel occasionally domestically/internationally to meet directly with clients

The Recruiters of Reston, SatcomJobs and the hiring entity are

Equal Opportunity Employers - Minorities/Women/Veterans/Disable

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