Service Operations Process Development Manager

Faith Technologies•Menasha, WI

About The Position

The NOC Business Process and Development Manager leads the functional requirements for the design, integration, and continuous improvement of data systems that power the Network Operations Center (NOC). The role oversees a team responsible for new customer integrations, advances system architecture, governs data integrity, and delivers KPI reporting to support operational excellence and customer value. It works across operations, technology, and customer delivery to ensure scalable, reliable, insight-driven capabilities. The position requires understanding how business processes relate to system architecture and experience with business intelligence tools such as Power BI. The manager handles customer relationships through technical projects, leads cross-functional teams, and uses project management, organizational, communication, and stakeholder-management skills to translate technical concepts into business value in a fast-paced, changing environment. The role involves technical and operational work across Salesforce Service Cloud, Field Service Lightning, monitoring systems, and industrial data environments, including system architecture, APIs, data integration, dashboards, and analytics. It also leads Business Process Mapping and development of Functional Requirement Documents. Travel is 15–20%. Typical work hours are between 7:00 a.m. and 5:00 p.m., Monday through Friday, with a sufficient schedule to meet role expectations.

Requirements

Bachelor’s degree in Business, Information Systems, Engineering, or a related field.
5–8+ years of experience in data systems, development, or asset operations environments.
Experience with Salesforce Service Cloud, Field Service Lightning, monitoring systems, and industrial data environments.
Knowledge of system architecture, APIs, and data integration.
Experience building dashboards and analytics with tools such as Power BI.
Experience managing technical projects and coordinating cross-functional teams.
Ability to translate complex technical concepts into clear business value.
Experience leading Business Process Mapping (BPM) and developing Functional Requirement Documents (FRDs).
Strong project management, organizational, communication, and stakeholder-management skills.
Ability to work effectively in a fast-paced environment and adapt to changing conditions.
Travel availability of 15–20%.

Responsibilities

Lead end-to-end project management of new customer integrations into NOC systems.
Define integration requirements across OEM platforms and customer systems, ensuring on-time, high-quality delivery.
Own and evolve NOC system architecture to support enterprise scalability, reliability, and performance.
Partner with developers to design, implement, and enhance system capabilities and user interfaces.
Lead and develop a team of Database and Governance Specialists.
Enforce data governance standards to ensure data accuracy, consistency, and usability.
Define data structures supporting analytics, reporting, and operational workflows.
Design and deliver KPI dashboards and reporting that provide visibility into system performance and service delivery.
Translate data into actionable insights to drive efficiency and continuous improvement.
Perform other related duties as required and assigned.