VP Service Management

Altice USA
United States, Texas, Plano
Feb 25, 2025
Optimum Are you looking to Optimize your life? Start your exciting path to a rewarding career today! We are Optimum, a leader in the fast-paced world of connectivity, and we're on the hunt for enthusiastic professionals to join our team! We understand that connectivity isn't just a luxury anymore - it's a necessity that empowers lives, fuels businesses, and drives innovation. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected. We owe our success to our amazing product, commitment to our people and the connections we make in every community. If you are resourceful, collaborative, team-oriented and passionate about delivering consistent excellence, Optimum is the Company for you! We areOptimum! Job Summary As part of the Technology Operations Organization, the Vice President of Service Management is responsible for overseeing and managing all aspects of automation and business transformation efforts which includes: Change Management, Configuration Management for our B2B and B2C business operations through adherence to ITIL best practices. This leader will coordinate with business and product teams to enable new products and services within the Technology Operations department. This leader will drive the adoption of automation tools and technologies to streamline service management processes and will identify areas for process automation and implement solutions to reduce manual effort and improve efficiency. The VP's leadership and expertise will be critical in maintaining a strong network foundation and enabling a superior customer experience. Responsibilities Develop and implement all Technology Operations KPIs and provide senior leadership visibility into service and platform reliability performance across all business functions and products. Supervise and analyze network performance, capacity, and utilization. Identify performance bottlenecks, congestion, and latency issues. Implement network optimizations, such as traffic engineering, QoS, and caching mechanisms. Ensure optimal network performance and scalability. Develop continuous improvement projects for our platforms through the analysis of end customer feedback, incidents, root cause analysis, and platform performance measures across all internal OSS/BSS systems and customer facing services. Identify and mobilize projects to improve the resiliency of our platforms to eliminate single points of failure. Design and own the change management process for all technology platforms across the company in order to deliver product releases and technology upgrades without business impact while maintaining product release velocity. Implement and manage configuration management tools and processes within the technology environment. Create a scalable configuration management environment and toolset that integrates into change and incident management processes. Partner with sales, product and engineering teams to launch new products and services within Technical Operations across all lines of business. Define clear SLAs, performance measures, communication process and related ITIL processes for these services. Engage key stakeholders throughout a matrixed organization and our business partners to achievesuccess. Drive continuous improvement initiatives to enhance service delivery processes, automation, and customer experience for existing services. Provide leadership and guidance to junior network engineers. Mentor and coach team members to develop their technical skills and professional growth. Conduct performance evaluations, set goals, and provide constructive feedback. Effectively manage a backlog of deliverables and capabilities as well as 'test and learn'/experimentation targeted at defining/refining future deliverables, measuring performance, and adjusting the overall roadmap of deliverables as needed. Leverage AI and ML algorithms to analyze service data and identify patterns, trends, and opportunities for improvement. Partner with peers in the AI domain to identify opportunities for commonality, reuse, and advancement of technology in the AI and Automation space. Qualifications Bachelor's degree in Technology, Engineering or related field of study. A Master's degree is preferred Minimum fifteen years' industry experience, with a minimum ten years of leadership experience, specifically within a 24/7 operations; Previous experience leading a large scale service delivery organization is required Must have telecommunications / Cable experience Experience with business process improvement methodologies such as Kaizen and/or Six Sigma Expert level experience in Network Operations including risk management and compliance, with experience leveraging analytics, tools and process improvement methodologies to optimize performance Experience develop and deploying automation leveraging artificial Intelligence (AI) and machine learning In-depth knowledge of ITIL framework and certification is highly desirable Design and implement network automation and orchestration solutions using tools like Ansible, Python, or SDN technologies. Streamline network provisioning, configuration management, and repetitive tasks to improve efficiency and reduce manual errors Experience leading automation projects and teams in complex capital automation projects Demonstrated experience in change management and leadership in a DevOps model for both cloud and on premise platforms Experience implementing and overseeing configuration management tools and processes for large enterprise that delivers technology Comprehensive knowledge of industry regulations, compliance frameworks, and data privacy laws Exceptional leadership, communication, and interpersonal skills with a track record of building and motivating high-performance teams Strong analytical and problem-solving abilities, with a results-oriented approach to decision-making Ability to collaborate effectively with cross-functional teams and manage vendor relationships At Optimum, we're fueled by our four core pillars: Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise. Our commitment to empowering employees to take responsibility and embrace proactive problem-solving underpins Taking Ownership. Upholding Transparency is at the core of our culture, with open and honest communication fostering trust among our dedicated team and loyal customers. Creating Community is more than a goal; it's our daily commitment to fostering an environment of collaboration, innovation, and positivity. Demonstrating expertise is a promise we uphold through continuous learning and engagement with our customers to consistently deliver top-quality products and services. These pillars not only shape our culture but define Optimum as a place of excellence, trustworthiness, and thriving community, and we invite you to be a part of our journey. If you have the drive to succeed and are ready to embark on a thrilling career, seize this opportunity today, and join our winning team, so together, we'll shape the future of connectivity. All job descriptions and required skills, qualifications and responsibilities for a particular position are subject to modification by the Company from time to time, in the Company's discretion based on business necessity. We are an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law. The Company collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law. Applicants for employment with The Company will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our Fraud FAQfor further details. This position is identified as being performed in/or reporting to company operations in New York State. Salary ranges are supplied in compliance with New York State law. Pay is competitive and based on a number of job-related factors, including skills and experience. The starting pay rate/range at time of hire for this position in the posted location is $178,500.00-$255,000.00/year. The rate/range provided herein is the anticipated pay at the time of hire, and does not reflect future job opportunity.