Sr. Managed Services Specialist

Specialist Managed Services Sr

Shenandoah Telecommunications Company ("Shentel") specializes in providing High-Speed Internet and other telecommunications services to customers in the Mid-Atlantic United States. We focus on rural communities, which are often overlooked by larger companies. The Shentel family of brands includes: Shentel: Provides traditional cable Internet services for small towns and rural communities. Glo Fiber: Delivers fiber-optic Internet for customers in larger cities, as a competitor to incumbent providers. Shentel Business and Glo Fiber Business: Offers small, medium and large-scale telecommunication services for businesses and enterprises in our areas. We live and work in the same places as the customers we serve, and we are proud to support our local communities.

Job Summary: The Specialist Managed Services Sr is considered an advanced Individual Contributor / Technical Lead. This role acts as a trusted technical advisor and escalation point for complex services and key customers. The individual leads technical oversight for service turn-ups and lifecycle readiness, proactively identifies risks, and drives resolution across Engineering and Operations. In addition to customer-facing responsibilities, the role influences process improvements, mentors junior staff, and ensures consistent execution of service delivery standards. Periodic travel and on-site customer engagements are required.

Job Responsibilities: Technical & Engineering Oversight • Serve as the primary technical authority for complex customer services and managed service offerings • Lead validation of service architectures, configurations, and operational readiness • Proactively identify systemic risks and improvement opportunities

Managed Services & Customer Enablement • Define standards for customer documentation, training materials, and enablement approaches • Lead advanced onboarding, architecture reviews, and lifecycle planning sessions • Lead executive-level customer discussions and technical reviews

Operations & Service Readiness • Partner with Engineering and Operations to improve service readiness and support • models • Lead post-turn-up and post-incident reviews and recommend improvements • Lead cross-functional delivery efforts for complex or high-visibility services

Qualification Requirements: • Education: High School Diploma or equivalent is required. A Bachelor's degree in a related field is preferred. • Experience Level: Three to five years of Project Management and network technologies experience is required. Five to seven years of customer engagement experience is also required.

Job Skills and Certifications: • Cisco, MEF, and similar industry certifications preferred but not required.

Technical & Engineering Skills • Advanced understanding of service provider technologies, including IP, MPLS, Ethernet, transport, and access networks • Strong grasp of core and edge architectures and service design principles

Operations & Service Management • Extensive experience working with NOC, Operations, and Service Delivery teams • Strong understanding of SLAs, incident management, escalation, and maintenance planning

Communication & Training • Excellent written and verbal communication skills • Proven ability to lead customer technical discussions and internal reviews • Ability to develop advanced training materials and mentor others

Project Management & Organization • Proven ability to lead complex, cross-functional efforts • Experience managing dependencies, risks, and escalations across teams

Personal Attributes • Strong customer advocacy balanced with operational and technical discipline • Comfortable leading across Engineering, Operations, and customer-facing teams • Highly proactive, self-directed, and accountable

Shentel provides a drug-free workplace and is an EEO employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex (including sexual orientation and gender identity), national origin, disability, or protected Veteran status.

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