Mgr, Service Management Center (SMC)

GCI Communication Corp•Anchorage, AK

About The Position

GCI's Mgr, Service Management Center (SMC) will provide leadership and technical assistance in the Service Management Center (SMC), ensuring reliability, performance, and customer satisfaction with the company’s telecommunications network. Develop and lead teams that introduce impactful enhancements to processes, operations, and practices that support growth and revenue generation. Provide 24/7 oversight and multi-tiered troubleshooting, streamlining incident response processes, and driving one-call resolution with a strong customer experience focus.

Requirements

Excellent communication and interpersonal skills with the ability to patiently and accurately articulate information, professionally handle inquiries and complaints, and communicate effectively with the team.
Ability to articulate technical information in presentation/training format in front of internal and external audienceswith varying levels of technical understanding.
Strong understanding of network security principles, access controls, and compliance standards.
Ability to meet and maintain high customer relationship goals and service expectations.
Strong problem-solving skills with the ability to identify and resolve root causes in complex environments.
Ability to analyze change impacts and implement solutions that minimize disruption while ensuring successful outcomes.
Demonstrated knowledge of a wide range of complex telecommunications systems and equipment, with the ability to effectively manage operations, maintenance, and troubleshooting.
Strong understanding of network monitoring and management tools, incident and problem management, and the technologies and configurations used within the network.
CHANGE MANAGEMENT: champions and supports department and company change.
DECISION MAKING: uses sound, logical judgment based on data, research, and experience to choose an appropriate course of action.
PLANNING & IMPLEMENTATION: analyzes workload and establishes appropriate priorities; sets measurable and achievable goals and objectives for the team.
MENTORING & DEVELOPMENT: utilizes interpersonal skills to guide, direct, and influence others to achieve results.
PERFORMANCE MANAGEMENT: sets clear performance expectations for team.
ACCOUNTABILITY- Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve.
BASIC PRINCIPLES - Interacts with people in a way that builds mutual trust, confidence, and respect; adheres to GCI’s Code of Conduct for Employees – the Basic Principles.
COLLABORATION - Works effectively with others to accomplish common goals and objectives; maintains positive relationships even under difficult circumstances.
COMMUNICATION- Conveys thoughts and expresses ideas appropriately and professionally.
COMPLIANCE - Follows internal controls; protects confidential information; abides by GCI’s Code of Business Conduct & Ethics.
CUSTOMER FOCUS - Demonstrates commitment to service excellence; gives high priority to customer satisfaction.
RELIABILITY - Consistently follows through on assigned tasks as expected; demonstrates timely attendance at meetings, training, and other work obligations.
RESULTS - Uses a combination of job knowledge, initiative, sound decision making, innovation, adaptability, and problem solving.
SAFETY & SECURITY - Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures.
TECHNICAL PROFICIENCY - Proficient computer skills and MS Office knowledge (e.g., Outlook, Teams, Word, Excel) to complete job duties effectively, such as using the company intranet and to accurately retrieve and input information into databases or equivalent.
In-depth knowledge of a wide range of complex telecommunications systems and equipment, with the ability to effectively manage operations, maintenance, and troubleshooting.
Extensive knowledge and experience with network monitoring and management tools, incident and problem management, and the technologies and configurations used within the network.
Capable of leading and managing moderately complex projects, ensuring alignment with objectives, timelines, and resource requirements.
Ability to effectively collaborate on strategic planning, contributing to successful departmental performance.
Ability to develop detailed capital and operating budgets for the department, ensuring budget guidelines meet expectations.
High School diploma or equivalent.
Bachelor’s degree in Management Information Systems, Computer Science, Information Technology, Business Management, or related field.
Minimum of seven (7) years of increasing responsibility in service delivery management supporting IT and Telco network and systems operations, maintenance, and troubleshooting, or related environment.
Including a minimum of two (2) years in a supervisory or management position.

Nice To Haves

ITIL, HDI Support Center Director, or equivalent service management industry certification.
Other relevant telecom industry or job specific certifications.

Responsibilities

Fully own the mission, goals, operations, and results of the team and areas of responsibility.
Provide strong leadership to span of control (direct and indirect reports); demonstrate effective leadership in all interactions companywide. This leadership includes generating enthusiasm and shared commitment; identifying and setting direction; teaching, growing, and empowering; owning outcomes; and leading by example. Specific leadership duties include:
Establishing the vision and tone for the department, consistent with company culture and mission.
Establishing clear, measurable, and achievable goals and performance expectations and following up appropriately.
Hiring individuals who can accomplish those goals and meet those expectations; providing them the open communication, training, tools, and mentoring needed to be successful and develop professionally; establishing a development path commensurate with capabilities and potential.
Providing clear and accurate feedback to individuals and teams on a timely and consistent basis. Identifying and addressing performance problems early and effectively before they damage GCI’s interests and demoralize other employees.
Effectively managing processes including annual performance reviews, compensation adjustments, promotions, demotions, transfers, and disciplinary actions up to and including termination in an unbiased and consistent manner.
Ensure prompt, consistent, high-quality troubleshooting and resolution of customer-impacting issues.
Foster a culture of one-call resolution to enhance service quality and customer satisfaction.
Lead multi-tiered troubleshooting efforts to resolve complex network issues and service disruptions.
Drive effective communication that manages expectations with internal and external customers.
Ensure adequate staffing and team coverage to consistently meet customer service demands.
Champion ongoing training and development by equipping team with up-to-date technical knowledge and troubleshooting skills in alignment with policies, procedures, and security protocols.
Establish, maintain, and grow productive customer relationships with strategic accounts across all business lines.
Oversee real-time monitoring of the telecommunications network infrastructure, verifying proper operations and maintenance that supports service continuity.
Ensure rapid and effective response to alarms, outages, and performance degradation.
Develop and implement procedures for monitoring, troubleshooting, diagnosing, and escalating application, network, and service-related issues.
Apply best practices and automation to enhance operational efficiency and reduce manual intervention.
Align network operations with the company’s business strategies and service delivery standards.
Deliver meaningful and repeatable service level metrics to support customer retention and performance transparency.
Ensure accurate documentation is maintained and relevant databases are updated with troubleshooting outcomes and corrective actions.
Leverage data analytics to identify trends, recurring issues, and opportunities for improvement.
Analyze performance metrics and team feedback to inform strategic decisions, producing actionable reports for leadership.
Develop and implement standardized procedures and optimized workflows to improve consistency, operational efficiency, and reduce errors and delays.
Streamline workflows from alarm detection to issue resolution to enhance operational responsiveness.
Collaborate with technical teams and subject matter experts (SMEs) to reduce Mean Time to Identify (MTTI) and Mean Time to Repair (MTTR)
Implement best practices and automation to drive efficiency and reduce manual intervention.
Provide strategic input to leadership on budgets and tactical and long-term planning initiatives.