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.

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