WHO WE ARE
We are the Intelligent Internet Platform. We connect People, Places and Things anywhere, managing Internet Performance better than anyone else, while providing One Global Experience, giving Visibility, Control and Security through expereoOne.
Expereo believes in the power of Internet connectivity. As the world's largest provider of managed internet, SD-WAN/SASE, and Cloud connectivity solutions, we power enterprises and government sites worldwide, helping to enhance every business' productivity with flexible and optimal Internet performance.
As a trusted partner of Fortune 500 enterprises, our continued aim and success in helping our customers and partners depends solely on the talented individuals who make Expereo a dynamic, effective, multicultural, and equitable environment.
THE ROLE
The Senior Manager, Service Operations is responsible for leading Expereo’s Service Operations team, ensuring both internal teams and customers receive exceptional operational support, high quality service management interventions and maximizing the effectiveness and outcomes of the activity-based operating model.
Acting as a senior operational leader, the role ensures resources are aligned to business priorities, escalations are managed effectively, and continuous improvement initiatives deliver measurable customer and business value.
While remaining close enough to support urgent customer situations where required, the primary focus of the role is building a high-performing organisation, enabling teams to succeed, and establishing scalable operational practices that improve service quality and efficiency.
KEY RESPONSIBILITIES
- Lead and develop the Service Operations function, creating a high-performance culture focused on customer outcomes, accountability and continuous improvement.
- Own the operational performance of the function, ensuring effective prioritisation, resource allocation, workload management and delivery against agreed service objectives.
- Manage the activity-based operating model, overseeing the intake, assignment and tracking of customer requests, improvement initiatives and operational activities to ensure timely delivery and maximum business impact.
- Act as the senior escalation point for critical customer, providing leadership and direction while maintaining accountability within the teams for resolution and communication.
- Identify and deliver opportunities for automation, process optimisation and operational improvement, leveraging data and insights to improve customer experience, service quality and efficiency.
- Build strong relationships across customers, suppliers and internal stakeholders to remove barriers, influence outcomes and ensure effective collaboration across the business.
- Drive customer value creation by identifying service improvement opportunities, leveraging operational insights, bandwidth utilisation reporting and customer data to support retention, optimisation and revenue growth initiatives.
Requirements
- 8+ years of experience in Service Management, Service Assurance, Customer Operations or Managed Services environments. Bachelor's degree in IT, Engineering, Telecommunications, Business or a related field.
- Proven experience leading geographically distributed operational teams.
- Strong customer relationship management and stakeholder engagement skills.
- Strong analytical and data interpretation capabilities.
- Excellent communication skills with the ability to engage effectively from operational teams through to executive stakeholders.
- Knowledge of telecommunications, networking, managed services, SD-WAN or SASE environments.
Benefits
Beyond the Job
We’re proud of our focus on Environment, Social and Governance as well as the passion we display for the communities where we live and work.
EEO (Equal Employments Opportunities) Statement:
Expereo is an Equal Opportunities employer who aims to support and celebrate every employee that comes through our doors. We respect and support all of our people regardless of background, religion, nationality, sexual orientation, age, or physical condition.