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ESSENTIAL FUNCTIONS
Leadership:
Customer Service:
Operations:
Planning:
Department Management:
Miscellaneous:
QUALIFICATIONS
Salary: $140K/$160K
Manager of SATCOM Technical Service Delivery (hybrid role)
3655 NW 87th Avenue Miami, FL 33178 US
Job Description
ESSENTIAL FUNCTIONS
Leadership:
- Lead technical service delivery on-shore and off-shore teams.
- Ensure team’s solutions and delivery activities align with all aspects of security standards and compliance requirements including, but not limited to, Corporate, PII, PCI, HIPPA.
- Ensure the team provides great customer services to all brands in a positive manner and expected business outcomes.
- Review and approve financial and operational items as assigned.
Customer Service:
- Provide Network Support Services while maintaining healthy and progressive partnerships with business units, technical teams, and project management group for all brands.
- Provides effective and courteous communications to ship command staffs, brand IT leadership, and Onboard Revenue Teams via project status, business requirements, issue resolution, etc.
- Collaborate closely with Business Relationship Managers to maintain an understanding of business cases and ensure appropriate operations adjustments are made.
Operations:
- Provide oversight for global Technical Service Delivery Managers to ensure proper engagement and escalation for incident and problem managements to meet SLA.
- Publish data-driven reporting for performance trends, incident trends, customer satisfaction trends in good digestible quality and on time.
- Ensure proper operation procedures are followed for predictable outcomes.
Planning:
- Work with the Engineering department to ensure planned technology is “Acceptable to Run” and the documentation and training are sufficient.
- Work with the bandwidth sourcing team to ensure planned bandwidth is “Acceptable to Run”.
- Resource planning to ensure service delivery is satisfactory to the business.
Department Management:
- Directly responsible for a team of employees and contractors with responsibility (hire, fire, coach, mentor, train, discipline, etc.).
- Establish department goals and develop the short-term and long-term strategies to meet these goals.
- Manages financial planning & forecasting, project & operations planning, and resource planning & alignment.
- Ensure the team works well in a multi-culture, global environment.
Miscellaneous:
- Perform all other administrative and organizational duties as required (timekeeping, training, travel, collaboration, correspondence, etc.).
QUALIFICATIONS
- Bachelor’s degree in Computer, Engineering, Project Management, and Business Administration.
- Master’s degree in Mechanical or Electrical Engineering preferred.
- 10+ years of experience designing, implementing, and supporting highly reliable satellite & telecommunications systems.
- Leadership ability in coaching, mentoring, and managing a results-oriented team.
- 5+ years of direct people management experience with hiring and firing responsibilities.
- Experience in supervising, mentoring, and empowering employees to make positive contributions.
- Hands-on experience in troubleshooting and resolving satellite baseband hardware, software, and terminals running both voice and data applications.
- Hands-on experience in configuration, test, and optimization of satellite terminals in maritime/mobility applications.
- Proven experience in implementing complex satellite and terrestrial communication services.
- Experience in Operational Support and/or Service Delivery.
- Experience in designing networks.
- Hands-on experience in creating, evaluating, and updating documentation.
- Knowledge of both theoretical and practical aspects of satellite communications.
- Detailed knowledge of iDirect, Comtech, Hughes, Newtec, and/or Viasat Satellite Baseband Infrastructure.
- Stabilized Satellite antennas (C-Band, Ku, Ka), satellite bandwidth pooling, QoS.
- Strong Knowledge in RF communications.
- Advanced technical expertise in computer and network services for both local and wide area networks.
- Excellent presentation and communication skills.
- Ability to work extended hours, nights, and weekends when required during critical outages or transitions.
- Ability to collaborate well across geographically diverse teams.
- Passionate about service. Passionate about making a positive difference.
- Leadership ability in coaching, mentoring, and managing a results-oriented team.
- Manufacturer’s certifications in satellite communications preferred.
Salary: $140K/$160K
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