Regional Support Relationship Manager

The Regional Support Operations Manager (RSOM) serves as the primary liaison between company and its customers, ensuring seamless service delivery, operational transparency, and proactive issue resolution. This role is responsible for building and maintaining strong customer relationships, addressing service concerns, and driving operational improvements to align with customer expectations. The RSOM ensures adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) while collaborating with internal teams to enhance service quality and uptime.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Customer Relationship Management: Serve as the primary point of contact for customers, ensuring that operational concerns are addressed promptly and efficiently. Build strong customer relationships through proactive engagement and issue resolution.
• Service Assurance & Performance Monitoring: Track and report on site performance, uptime, and adherence to SLAs/KPIs. Ensure that all customer expectations related to power availability and operational efficiency are met in line with company approved organizational strategy.
• Issue Resolution & Escalation Management: Proactively identify service issues, manage escalations, and coordinate with internal teams to ensure timely resolution. Act as a bridge between customers and company operational teams to guarantee seamless service delivery.
• Close Engagement with Senior Operations Manager & TOC: Work closely with the Senior Operations Manager and Tower Operations Center (TOC) to ensure adherence to up-time SLAs and KPIs. Drive efforts to minimize Mean Time to Repair (MTTR) by ensuring swift issue resolution.
• Regional Oversight & Accountability: Maintain full visibility of all operational activities and power improvement initiatives within the assigned region. Ensure deployment teams and responsible parties meet their deliverables by actively tracking progress, addressing roadblocks, and holding stakeholders accountable.
• Power Improvement Implementation: Drive the execution of power enhancement initiatives by coordinating with internal teams, vendors, and project owners to ensure timely and effective deployment. Proactively follow up on project milestones to ensure alignment with customer expectations and operational goals.
• Operational Awareness & Proactive Management: Stay fully informed of all developments, maintenance activities, and upgrades occurring in the region. Identify risks or delays early and take necessary steps to mitigate issues, ensuring seamless service delivery and operational efficiency.
• Cross-Functional Collaboration: Engage with internal teams, including the National Security Manager, Site Acquisition teams, Commercial/Key Account Managers, Legal, and other departments critical to addressing concerns that impact service availability.
• Process & Service Optimization: Identify trends in customer concerns and work with internal teams to implement improvements that enhance service delivery and efficiency. Identify opportunities for automation, cost reduction, and operational efficiency within maintenance and service processes.
• Customer Reporting & Engagement: Provide regular updates and reports to customers on site performance, issue resolutions, and ongoing improvements. Organize and lead structured customer meetings on key power initiatives and operational performance.
• Compliance & Quality Assurance: Ensure all customer-facing operations comply with company's standards, contractual agreements, and regulatory requirements. Ensure that service commitments and performance metrics are consistently met.

QUALIFICATIONS AND EXPERIENCE:
- Bachelor's degree in electrical or Electronic Engineering or Mechanical Engineering (or a related field).
- 10 years of relevant experience in Telecommunications Operations & Maintenance.
- Valid driver's license.

This role is part of a dynamic organization in a rapidly evolving industry. Responsibilities may change in response to the Company's business needs, and the incumbent may be required to perform additional or varied tasks beyond those listed. The above duties describe the general nature of the position and are not an exhaustive list of all responsibilities, skills, or requirements.