Syniverse is the world’s most connected company. Whether we’re developing the technology that enables intelligent cars to safely react to traffic changes or freeing travelers to explore by keeping their devices online wherever they go, we believe in leading the world forward. Which is why we work with some of the world’s most recognized brands. Eight of the top 10 banks. Four of the top 5 global technology companies. Over 900 communications providers. And how we’re able to provide our incredible talent with an innovative culture and great benefits.
Who We're Looking For
The Regional Technical Services Manager leads the organization focused on the technical support requirements of our most valuable customers in the Americas or EMEAI regions, focusing on post project implementation, quality and SLA metrics, and customer satisfaction support. This role will work across the Operations and Support teams to optimize the efficiency of the organization and develop common tools for the TSM Organization.
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Some of What You'll Do
Scope of the Role:
- Direct Reports: This is a management role with direct reports.
As a Syniverse leader we expect you to amplify the careers of team members through coaching and development opportunities. By doing so you demonstrate that:
- You appreciate – the work, your team, and the customers you serve.
- You accelerate – skill growth, build networks and expand possibilities.
- You accept – by making space for all ideas and inviting diversity of thought.
- You acknowledge – and lead with empathy, vulnerability, and honesty.
Key Responsibilities
- Leads a team of Technical Service Managers that provide post-implementation technical solutions to the client's business problems and gain in depth knowledge of the client’s technical environment to help prevent issues.
- Strong technical and customer communications skills in resolving challenging technical customer issues.
- Work closely and partner with the CSM Team supporting our key accounts, customer SLAs, metrics, QBR and business growth opportunities.
- Provide subject-matter expertise to internal and external customers as it pertains to the Syniverse product portfolio.
- Support key customers on technical and/or operational executive escalations.
- Develop executive-level relationships with key customer decision makers/influencers within their operations and/or technical organizations.
Experience, Education, and Certifications:
- Bachelor’s degree in Computer Science, Business Management, or related field (or equivalent job-related experience).
- 8+ years of general business experience including:
- Mandatory work experience in the Telecommunications industry.
- Messaging/Mobility experience is preferred,
- Developing and managing product portfolios.
- Proven success in organizational / technical leadership positions.
Additional Requirements:
- Strong technical and telecom industry background.
- Technical Services & Incident Management.
- Proven ability to hire, develop and manage technical staff; strong employee relations skills.
- Ability to apply business logic, technical expertise, and knowledge of Syniverse products, services, and apply commercial strategies to analyze technical issues and arrive at successful outcomes.
- Strong negotiation, influence management, and conflict resolution skills.
- Excellent presentation and communication skills (written and verbal).
- Ability to quickly develop effective working relationships with internal and external contacts.
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Why You Should Join Us
Join us as we write a new chapter, guided by world-class leadership. Come be a part of an exciting and growing organization where we offer a competitive total compensation, flexible/remote work and with a leadership team committed to fostering an inclusive, collaborative, and transparent organizational culture.
At Syniverse connectedness is at the core of our business. We believe diversity, equity, and inclusion among our employees is crucial to our success as a global company as we seek to recruit, develop, and retain the most talented people who want to help us connect the world.
Know someone at Syniverse?
Be sure to have them submit you as a referral prior to applying for this position.