Covista seeks a Senior Manager to lead delivery of telecom solutions for business clients. You will oversee voice and data service operations, manage a technical support team, and ensure reliable, high quality connectivity. Responsibilities include optimizing network performance, handling escalated customer issues, coordinating with engineering on service improvements, and driving process efficiency. You'll use data and KPIs to guide decisions, mentor staff, and uphold Covista's culture of reliability, technical excellence, and responsive customer service while supporting growth and new solution rollouts.
Responsibilities
- Lead daily operations for Covista's business voice and data services
- Manage and mentor a technical support and service delivery team
- Ensure network reliability, performance, and adherence to SLAs
- Oversee escalation management and resolution of complex customer issues
- Collaborate with engineering on service enhancements and new offerings
- Use KPIs and analytics to drive operational decisions and improvements
- Standardize and refine processes to improve efficiency and service quality
- Partner with sales and account teams to support key business clients
- Report on service performance, risks, and improvement plans to leadership
- Promote a culture of reliability, accountability, and customer focus
Required Skills
- Telecommunications network management
- Voice and data services (Vo
- IP, SIP, WAN)
- Service delivery management
- Customer relationship management
- Project and program management
- Network performance monitoring and optimization
- Incident and escalation management
- Data analysis and reporting
- Process improvement/ITIL practices
- Team leadership and mentoring