Manager, Service Operations

Intrepid Fiber Networks • Broomfield, CO

11d • Onsite

About The Position

The Operations Service Manager oversees daily service operations, network event management, vendor performance, customer outage restoration, and maintenance activities. This role serves as a critical liaison between field operations, the Network Operations Center (NOC), leadership teams, and external partners to ensure service reliability, operational efficiency, regulatory compliance, and an exceptional customer experience.

Requirements

• 5+ years of experience in telecommunications, network operations, field operations, or service management.
• Proven experience managing vendors, field operations, and customer escalations.
• Strong understanding of network operations, maintenance practices, and service restoration processes.
• Excellent leadership, communication, and problem-solving skills.
• Demonstrated experience with incident management, workforce management, and operational reporting.
• Ability to manage multiple priorities in a fast-paced, customer-focused environment.

Nice To Haves

• Bachelor's degree in Business, Telecommunications, Operations Management, or related field preferred.

Responsibilities

• Manage and coordinate network events, outages, and scheduled maintenance activities to minimize customer impact and ensure timely resolution.
• Monitor operational performance and service availability, ensuring adherence to established service level agreements (SLAs).
• Oversee preventative maintenance programs to maintain network reliability and operational readiness.
• Oversee daily service call assignments and workload distribution for vendors and internal workforce to optimize technician productivity and response times.
• Prioritize service restoration efforts for Hard Down customers, ensuring rapid response and resolution.
• Manage relationships with contractors and vendor partners to ensure performance expectations, quality standards, and service commitments are met and in compliance with contractual obligations.
• Act as the primary point of contact for operational escalations, providing timely and accurate communications regarding network events, maintenance activities, and service interruptions to partners and Intrepid leadership.
• Ensure compliance and promote a culture of safety that is aligned with company safety policies, procedures, and regulatory requirements.
• Analyze operational metrics and trends to improve performance and operational processes and support strategic decision-making.
• Lead initiatives focused on service quality, operational efficiency, and customer experience enhancement.

Benefits

• Medical Plans: Various options, including high-deductible plans with lower premiums. Preventive care is covered at 100%, and you have access to a wide network of providers.
• 401(k) Plan: Includes a company match to help you save for retirement.
• Employee Assistance Program (EAP): Provides support for personal and work-related issues.
• Paid Time Off (PTO): Starts accruing on your first day.
• Dental and vision insurance
• Life and disability insurance
• Company vehicle or mileage reimbursement
• Other perks

What This Job Offers

• Job Type: Full-time
• Career Level: Manager