Sr. Managed Services Specialist

Job Summary:
The Specialist Managed Services Sr is considered an advanced Individual Contributor / Technical Lead.  This role acts as a trusted technical advisor and escalation point for complex services and key customers.  The individual leads technical oversight for service turn-ups and lifecycle readiness, proactively identifies risks, and drives resolution across Engineering and Operations.  In addition to customer-facing responsibilities, the role influences process improvements, mentors junior staff, and ensures consistent execution of service delivery standards.  Periodic travel and on-site customer engagements are required.

Job Responsibilities: 
Technical & Engineering Oversight
•    Serve as the primary technical authority for complex customer services and managed service offerings
•    Lead validation of service architectures, configurations, and operational readiness
•    Proactively identify systemic risks and improvement opportunities

Managed Services & Customer Enablement
•    Define standards for customer documentation, training materials, and enablement approaches
•    Lead advanced onboarding, architecture reviews, and lifecycle planning sessions
•    Lead executive-level customer discussions and technical reviews

Operations & Service Readiness
•    Partner with Engineering and Operations to improve service readiness and support 
•    models
•    Lead post-turn-up and post-incident reviews and recommend improvements
•    Lead cross-functional delivery efforts for complex or high-visibility services

Qualification Requirements:
•    Education: High School Diploma or equivalent is required.  A Bachelor’s degree in a related field is preferred.  
•    Experience Level: Three to five years of Project Management and network technologies experience is required. Five to seven years of customer engagement experience is also required.

Job Skills and Certifications: 
•    Cisco, MEF, and similar industry certifications preferred but not required.

Technical & Engineering Skills
•    Advanced understanding of service provider technologies, including IP, MPLS, Ethernet, transport, and access networks
•    Strong grasp of core and edge architectures and service design principles

Operations & Service Management
•    Extensive experience working with NOC, Operations, and Service Delivery teams
•    Strong understanding of SLAs, incident management, escalation, and maintenance planning

Communication & Training
•    Excellent written and verbal communication skills
•    Proven ability to lead customer technical discussions and internal reviews
•    Ability to develop advanced training materials and mentor others

Project Management & Organization
•    Proven ability to lead complex, cross-functional efforts
•    Experience managing dependencies, risks, and escalations across teams

Personal Attributes
•    Strong customer advocacy balanced with operational and technical discipline
•    Comfortable leading across Engineering, Operations, and customer-facing teams
•    Highly proactive, self-directed, and accountable