Senior Manager Strategic Operations Networks

Senior Manager, Strategic Operations (Networks)

Job Purpose and Goal

The Senior Manager Strategic Operations position requires a combination of operational acumen, technical awareness, sharp judgement, and strong communication to drive excellence in operational incident management with timely and factual communications while ensuring customer satisfaction. The position will be responsible for governance and performance of operational incident management and adherence to the contract by the managing agent.

This role, while requiring individual contribution, will be part of the strategic operations team and will work directly with cross-functional teams to facilitate communication and drive resolution of major/critical incidents to minimize business disruption and restore normal operations promptly. Timely, accurate, and factual communication is the cornerstone of this position.

Key Accountabilities

• Major/Critical Incident Management:
  • Participation in incident calls (24/7 availability).
  • Timely updates to internal executives via messages/calls/management bridges.
  • Maintaining Incident action logs for all P1 incidents.
  • Post-incident analysis and MI documentation review and timely approval.
  • Escalation and process management.
  • Incident escalations and priority management in alignment with LG customers.
  • Adhere to and manage discipline on technical & management bridges.
  Operational Reviews:
  • Weekly and monthly operational performance reviews.
  • Develop improvement plans based on incident learnings and gaps, and provide regular updates.
  • Timely delivery of incident executive report.
  Message Development:
  • Continuously improve incident comms with managing agent.
  • Develop clear, concise, and accurate incident communication message for executives.
  • Tailor messages for different stakeholders, ensuring technical information is translated into understandable language.
  Stakeholder Communication:
  • Support timely and factual communication management towards LG and market executives.
  • Maintain and update critical incident communication process.
  • Communicate regularly and provide updates on incident resolution.
  Collaboration, Relationship Building & Governance:
  • Cross-functional collaboration across internal and management agent’s technical teams and country operations team.
  • Build relationships with market leads and be their representative towards the managing agent.
  • Operational processes adherence and governance.
  • Support operational governance team with feedback on operational performance of the managing agent.
  Administration:
  • Detailed analysis of critical incidents and documentation.
  • Operational report reviews and follow-up actions.
  • Adhere to department processes and procedures and contractual obligations.
  • Develop thorough understanding of contractual agreements between LG and its suppliers and LG and its customers.

Knowledge & Experience

• Relevant years of experience in technical operations in Telecoms/IT environment.
• In-depth understanding of ITSM process.
• General understanding of cable industry and detailed understanding of networks covering Tier1 setup and providers, IP Peering and IP Transit, Optical transport networks, Major network carriers, Colocation providers, Network OEMs.
• Proven ability to govern and steer operational incidents.
• Proven experience in leading major incident and incident communication management.
• Strong written and verbal communication and relationship-building skills.
• Ability to translate technical information into understandable language for executive audience.
• Excellent organizational and time management skills.
• Excellent presentation building and presenting skills.
• Ability to work independently, under pressure, and handle stressful situations well.
• Required to work in a 24/7 environment (on-call and shifts) and able to handle pressure without affecting performance.
• Ability to be credible at all levels of the organization.

Preferred Education/Qualifications:

• Strong academics, demonstrating intellectual curiosity and problem-solving in complex environments.
• Technical bachelor’s degree (Telecommunications, Computer Science, Networks) or equivalent work experience.
• Strong command in written and verbal English.

Skills & Abilities

Intellect and Drive:

• Problem-solving skills with the ability to steer towards resolution.
• Innovative and creative, able to bring new thinking to the organization and our partners.
• Able to spot incident trends, risks and take preemptive measures.
• A doer with the enthusiasm to go beyond responsibility to achieve broader goals.

Relationship Building:

• Excellent interpersonal skills will be needed to build strong, cooperative internal and external relationships across all levels and geographies.
• Great listener with ability to understand and capture details and others’ perspectives and needs, enabling strong collaboration.
• Strong written and oral communication necessary to evangelize with internal stakeholders and external partners.
• Willing to travel regularly to build strong connections.

Motivation / Cultural Fit :

• Highly self-motivated and objective-driven individual continuously keeping operational excellence and super customer experience as the goal.
• Capable of standing up for values and objectives whilst selling and developing ambitions.
• A global citizen skillful at working across cultures, both internally and externally.
• Adaptable with the ability to successfully deal with and sort through ambiguity.
• Organized and professional approach to work with enough flexibility to pivot when change is required.

What’s in it for you?

• Competitive salary + Bonus
• 25 days annual leave with the option to purchase 5 more
• Access to wellbeing and mental health benefits such as the Calm app, personal medical, critical illness cover and dental insurance
• Matched pension contribution up to 10%
• Access to our car benefit scheme
• Access to our online learning platform to continue to develop and grow your career with us
• The chance to join an innovative, fast-paced and passionate team

Who we are:

We’re building Tomorrow’s Connections Today, bringing people together through the power of our technology. Liberty Global is a world leader in converged broadband, video and mobile communications and an active investor in cutting-edge infrastructure, content and technology ventures.

With our investments in fibre-based and 5G networks, we play a vital role in society, currently providing over 85 million fixed and mobile connections and rolling out the next generation of products and services, while readying our networks for 10 Gbps and beyond.

We’re creating national champions, combining the best broadband and mobile networks under brands such as Virgin Media-02 in the UK, VodafoneZiggo in The Netherlands, Telenet in Belgium, Sunrise in Switzerland, Virgin Media in Ireland and UPC in Slovakia.

Liberty Global Ventures, our global investment arm, has a portfolio of more than 75 companies and funds across content, technology and infrastructure, including strategic stakes in ITV, Univision, Plume, Lionsgate and the Formula E racing series.

Our scale enables us to transfer knowledge and expertise across our operations and investments, creating a dynamic family of brands united in the pursuit of innovation and excellence.

And we’re prioritizing diversity, equity, and inclusion in our workplace and communities, while reducing our impact on the environment. We are using technology as a force for good; for our people, our partners, and the planet.

Liberty Global is an equal opportunity employer.

We embrace diversity and are committed to creating an inclusive environment for our people. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process. We’re 100% committed to having a workforce that represents every part of our society. So we’re keen to hear from candidates of all background and circumstances.