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