CenturyLink Manager, Operations in Town And Country, Missouri
CenturyLink (NYSE: CTL) at http://www.centurylink.com is a global communications and IT services company focused on connecting its customers to the power of the digital world. CenturyLink offers network and data systems management, big data analytics, managed security services, hosting, cloud, and IT consulting services. The company provides broadband, voice, video, advanced data and managed network services over a robust 265,000-route-mile U.S. fiber network and a 360,000-route-mile international transport network. Visit CenturyLink at http://www.centurylink.com/ for more information.
Centurylink is an outsourcing provider of managed computing and network infrastructure for IT applications. By outsourcing to Centurylink, enterprises can focus on their core business while Centurylink ensures the quality of their IT infrastructure. Leading IT organizations around the world have selected Centurylink to help them improve their service levels, reduce capital expense and deal with the rising costs of bandwidth, energy, real estate, staff and expertise. As a pioneer in utility computing, Centurylink understands and harnesses the latest advances in technology such as virtualization, cloud computing and support process automation.
This Manager will lead a team of Technical Service Engineers (TSE) who are assigned to specific customers. This role will provide effective management of customer relationships and customer satisfaction is a key measurement of success for this role.
This individual will be required to manage the TSE Service ensuring that the TSE hours assigned per customer are tracked and measured to ensure these are funded and highlight any overages. Customer engagement will be a pivotal part of this role to help the customer understand the TSE function and the value that this role adds to the overall managed service. It will be vital to track the financial income that this team generates to help Global Operations show the value of a revenue generating function.
The TSE Manager will be responsible for driving cross training and overall knowledge transfer for the customer(s) covered by these roles through the Global Hosting Compute team. With this role comes a requirement to be the main representative within the Hosting Compute team able to meet with potential new customers to sell the value of this service when a complex/large deal is identified as needing the TSE element of a Service Package. The same will be the case for existing customers that need this additional service as part of their service offering, highlighted by providing statistical analysis of the account and business justification.
The team also works as part of the global queue, assisting with management and prioritization of this queue is paramount to the success of the overall platform team. This role requires the ability to communicate effectively to C level executives and articulate the roles and responsibilities of the TSE as a customer advocate.
This position reports to the head of the platform specific technology.
This role will be required to complete all the administrative tasks associated with running a customer facing operational team. This includes: setting goals, objectives and yearly formal reviews of the various technical disciplines, performance, management tasks and reporting and overall ticket management to ensure we meet/exceed customer expectations. Additional responsibilities include: budgets and accounting for function in both time and costs whilst ensuring procedures are adhered to at all times to ensure customer satisfaction.
Track and measure the hours and finances that the team generate
Work with both internal and external teams to highlight the value of the TSE function and the overall service delivered to the customer base
Work with customers to continually review the TSE role and ensure that value is seen by the customer
Manage the TSE function; including setting their objectives, performing monthly reviews and end of year appraisals
Ensure procedures are adhered to at all times
Drive cross training of Hosting Compute staff through the TSE function
Engage in the decision process of customer change requests approval with change manager and agree resources which will execute
Produce training/development plans for direct reports and organize monthly reviews of these plans
Work with customers to resolve issues in a timely manner as planned by customer account manager, engineering and Customer Services Partners
Production of team weekly report
Review the team handover meetings to next team
Experience with budgets and accounts
Ability to demonstrate negotiation skills to upsell the operational service packages
Experience of working on a customer site as a company advocate
Manage team to ensure achievement of customer service KPIs
Build good relationships with peer managers and their teams through appropriate communication and team working
Build good relationships with our customers and Centurylink teams through appropriate communication and team working
Education or Equivalent Experience:
Two – Five years’ experience of managing a technical team
Bachelor’s Degree in related field or equivalent work experience
Alternate Location: US-Missouri-Town And Country
Requisition # : 196721
This job may require successful completion of an online assessment. A brief description of the assessments can be viewed on our website at http://find.centurylink.jobs/testguides/
We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.
The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.