Senior Telecom Service Manager

“will be planning, ordering, deploying, configuring, testing, monitoring, supporting and then part of decommissioning”

The Cluster Telecommunications Service Manager (CTSM) is responsible for the end-to-end strategic planning, coordination, and intentional delivery of telecommunications services across a defined cluster of venues (approximately 8–15 venues) for a Large Scale event in 2028.

This role provides direct leadership and oversight to Venue Planning and Operations Managers (VPOMs) and ensures that all venues within the cluster are delivered, integrated, supported, and decommissioned in alignment with program objectives, schedules, and service levels—covering the full lifecycle of planning, ordering, deployment, configuration, testing/commissioning, monitoring, operations support, and decommissioning.

Key Responsibilities

Cluster Leadership & Accountability

• Own end-to-end delivery and operational readiness for all venues within the assigned cluster.
• Provide direction, prioritization, and performance management for Venue Planning & Operations Managers (VPOMs).
• Ensure consistent execution across venues, aligning to program standards, governance, and timelines.
• Act as the single point of accountability for cluster-level performance, risks, and outcomes.
• Accountable for the full service lifecycle across the cluster, including planning, ordering, deploying, configuring, testing, monitoring, support, and decommissioning.

Integrated Planning & Delivery

• Coordinate cluster-wide strategic planning across all Service Packages (SP2, SP3, SP4, SP7), including requirements definition, dependency management, and delivery sequencing. Collaborate with delivery partners responsible for other Service Packages.
• Lead or coordinate ordering and fulfillment activities (equipment, circuits/services, spares) to ensure materials and services arrive on time for deployment windows.
• Ensure alignment of:
  • High-Level Designs (HLDs) and Low-Level Designs (LLDs)
  • Deployment schedules and dependencies
  • Configuration, testing, commissioning, and acceptance activities
  • Monitoring, alerting, and operational support readiness (tools, processes, escalation paths)
  • Manage interdependencies between venues and external stakeholders.

Program & Schedule Alignment

• Ensure all cluster activities align with the NTT Project Schedule and individual Venue Rollout Schedules (VROS)
• Identify critical path risks and implement mitigation strategies.
• Provide accurate and timely inputs to program reporting cycles.

Operational Readiness & Execution

• Oversee transition from planning to operations across all cluster venues, ensuring an intentional handoff to steady-state support.
• Ensure readiness for:
  • Test Events
  • Technology Rehearsals
  • Critical Operational Periods
• Ensure services are actively monitored and supported through defined incident, escalation, and reporting processes to maintain SLA performance.
• Validate that staffing, infrastructure, and processes meet SLA requirements.
• Plan and oversee decommissioning activities (service shutdown, asset recovery/return, documentation closeout) in coordination with program timelines and stakeholders.

Risk, Issue, and Escalation Management

• Own cluster-level risk and issue management.
• Consolidate and escalate risks from VPOMs as needed.
• Drive resolution of:
  • Cross-venue conflicts
  • Resource constraints
  • Schedule impacts
• Maintain alignment with program-level risk management processes.

Resource & Logistics Coordination

• Oversee resource planning across all venues in the cluster.
• Ensure:
  • Adequate staffing (VPOMs, VTSMs, engineers)
  • Alignment with accreditation and access constraints
  • Efficient allocation of shared resources
  • Coordinate logistics for multi-venue deployments and operations

Service Performance & Quality Assurance

• Ensure all venues meet:
  • Service Level Agreements (SLAs)
  • Performance KPIs
  • Acceptance criteria
• Drive consistency in quality across all venues.
• Support testing, validation, and acceptance processes.

Required Qualifications & Experience

• 12+ years in telecommunications, IT infrastructure, or large-scale program delivery
• Proven experience managing multi-site or multi-venue deployments
• Experience leading managers (manager-of-managers role)
• Strong background in:
  • Network infrastructure (WAN, LAN, Wi-Fi, telephony)
  • Program and project management (PMI/PRINCE2/MSP)
  • ITIL-based service management