Manager, CSI - Network and Managed Services

SES•McLean, MD

3d•Onsite

About The Position

This role leads initiatives to enhance service delivery, operational efficiency, and customer satisfaction across SES’s Networks and Managed Services capacity for MEO, GEO, and Terrestrial. The focus is on driving continuous improvement across all three pillars of operations, People, Processes, and Tools while ensuring the seamless onboarding of new products and services into the Managed Services Operations Centers. With end-to-end ownership of customer service processes and workflows, the Manager ensures delivery of high-quality, consistent service. The role also oversees performance monitoring, risk analysis with strategic insights to support data-driven decision-making, addresses operational gaps through targeted improvement plans, and supports NOC leadership by guiding teams through escalations and aligning practices to operational standards.

Requirements

7+ years of experience in Service Operations, Incident/Problem Management, or a related role within technology, media, or telecommunications environment.
Fundamental knowledge and experience with stable and mobile antenna systems, and IP terrestrial networks
Excellent written and verbal communication skills, with the ability to convey complex concepts to both technical and non-technical audiences including SLT.
Proven track record of leading continuous improvement initiatives using structured methodologies (e.g., ITIL, CSI, Process Management).
Strong knowledge of ITIL frameworks, particularly in Incident, Problem, Change, and Knowledge Management; ITIL certification preferred.
Demonstrated success in onboarding new products/services into operations, including the development of CONOPS documentation and readiness reviews.
Experience working cross-functionally with Engineering, Product, and Customer Success teams in fast-paced, 24/7 operational environments.
Proficiency in using service management tools, data analytics platforms, and dashboards to derive operational insights and guide decisions.
B.S. Degree in Telecommunications, Information Technology, or Engineering

Nice To Haves

ITIL certification preferred.

Responsibilities

Manage and guide the CSI team to ensure each individual aligns with the company’s mission and objectives.
Partner with stakeholders across SSLs, CSMs, Engineering, and Product teams to align on priorities, resolve pending operational tasks and escalations, and streamline legacy processes to drive operational clarity and customer satisfaction.
Drive a customer-centric approach to service delivery by identifying performance gaps, leveraging analytics, and executing iterative improvement plans that enhance efficiency, minimize service impact, and bring simplicity to customer operations’ ways of working.
Excel at understanding the customer requirements and needs and developing key insights that can help the global partner/customer to improve their business.
Monitor industry trends, technologies, and best practices to drive innovation, maintain competitive advantage, and ensure the delivery of cutting-edge, customer-centric solutions for Media.
Drive cross-functional improvements by collaborating with Operations Center Managers, Engineering, and key stakeholders to optimize tools, workflows, and team performance.
Ensure the seamless onboarding of new services through rigorous readiness planning, including CONOPS documentation, training, and acceptance reviews.
Support SES transformation and integration initiatives by aligning operational capabilities with commercial goals to maintain customer satisfaction and protect revenue.
Accountable for identifying performance gaps within Customer Operations, developing comprehensive action plans to address them, and presenting problem statements and solutions to senior leadership in a clear, structured format.
Lead response efforts during crises or unexpected challenges ensuring rapid improvements for the recovery of Operations.
Effectively communicate these improvement initiatives to secure leadership support, fostering the growth and maturation of Operations.
Provide essential support and guidance to NOC Managers in daily operations, ensuring operational effectiveness through strategic oversight.
Serve as a designated backup for "Manager on Duty" responsibilities, acting as an escalation point for major incidents to maintain seamless continuity.
Mentor and reassure L1, L2, and L3 Engineers across all Customer Operations groups, promoting clarity, unity, and alignment in operational standards and practices.
Maintain close oversight of service incidents, leveraging Problem Management to identify gaps and provide insights into Engineering for improvements in designs, and serve as the voice of Operations in communicating these findings.