Director - Technical Operations

4 days ago

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GTT

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Ethernet • IP Transit • Wide-Area-Network Solutions • Managed Security Services • Cloud Networking Solutions

1001 - 5000

💰 $175M Post-IPO Equity on 2018-03

Description

• Lead and inspire the GTT Service Assurance Americas team. • Ensure the support of GTT products, services, and SLAs. • Mentor senior team members and business partners to foster growth and development. • Resolve customer escalations through direct verbal and written communication. • Directly interface with customers and their project management teams to provide ongoing support for solution development and implementation. • Develop, maintain, report, and achieve key performance indicators (KPIs) for product performance across the entire Assurance organization. • Detail-oriented in circuit repair, managed services troubleshooting, network/routing troubleshooting, documentation, and training. • Create processes to improve case/trouble ticket work and provide advanced training design. • Oversee ticket management, team management, team dynamics, and on-floor leadership. • Provide recommendations and observations to the VP of Operations regarding enhancements or changes needed to support both external and internal customers effectively. • Attend customer meetings, representing and presenting for the Assurance team (e.g., QBRs).

Requirements

• Direct leadership experience in Assurance and/or Service Delivery. • Demonstrated ability to hire, motivate, and coach a network operations team, focusing on building repeatable best practices and ensuring continuous growth and learning for each team member. • 10+ years of technical experience in complex Network support environments. • 5+ years of management experience • Bachelor’s degree in related field or equivalent experience • Demonstrated commitment to continuous learning and improvement, both individually and as a team. • Excited about driving and tracking a consistent engagement process from sales through renewals with clear metrics and accountability, while demonstrating flexibility where needed • Quick to understand each customer’s needs, identify how best to support those needs, and proactively address concerns. • Passionate about customer success and delivering long-term value. • Recognize that delivering exceptional customer experiences daily is crucial for business success and guide your team accordingly. • Enthusiastic, energetic, technically adept, and creative in problem-solving, making it enjoyable for yourself and your team. • Capable of building lasting relationships with some of the best companies in the world, spanning large enterprises as well as small and mid-sized companies.