SatCom Service Delivery Manager

Job description

Ready to join the RigNet team? Our expertise and leadership provides customized communications services, applications, and cyber security solutions that enhance customer decision making and business performance.  Our success is based on our employees who share a common commitment to innovation and creativity, and work together in a dynamic, rewarding environment. We are always open to meeting smart, talented, creative and driven individuals looking for a challenging and rewarding career! To learn more about RigNet, visit us at www.rig.net.


Job Title:          SatCom Service Delivery Manager - Norway

Department:     Global Network Operations Center

Reports to:       Manager, Client Relationship

 

DESCRIPTION:

 

RigNet is a global Managed Communications and Technology provider. Our solutions range from fully-managed voice and data networks to more advanced applications that include video conferencing, crew welfare, asset monitoring, real-time data services, system integration and on-site maintenance. RigNet’s portfolio of services include Cybersecurity and advanced, real-time predictive analytics. Learn more at www.rig.net.

 

PRIMARY DUTIES & RESPONSIBILITIES:

 

  • Responsible to provide expert guidance and resolve client issues related to VSAT, Cisco Networking, and network operations for O&G and Telecommunications projects
  • Represent RigNet as a liaison to assigned customer/s in a way that is in the absolute best interest of both organizations
  • Constant review of services and a continual search for areas of improvement to benefit both RigNet and its customers
  • Constant interaction with all regions and departments within RigNet and assigned customer/s
  • Daily reviews of NOC ticket queue for any incidents regarding assigned customer/s
  • Daily/Monthly/Quarterly analysis of overall customer/s activities, bandwidth usage, incident history, root cause analysis and possible areas of customer/s concern
  • Weekly/Monthly/Quarterly presentation of service management activities including customer/s reports to upper management
  • Review, interact, assist, communicate and remotely oversee all projects regarding assigned customer/s
  • Ensure both RigNet and assigned customer/s processes are followed and enforced for all facets of the configuration, monitoring, usage and support
  • Maintain constant awareness of RigNet’s business objectives to ensure they are being communicated, supported and protected through any and all contracts and service agreements
  • Be knowledgeable of all contracts and service agreements for assigned customer/s for all regions globally to ensure constant compliance from all parties involved
  • Be aware of any change management events affecting assigned customer/s and ensure proper risk analysis and communication has been performed for assigned customer/s
  • Ensure all monitoring and monitoring tools are updated and used in compliance with all contracts and service agreements

Requirements

QUALIFICATIONS:

Education, Knowledge, Skills & Abilities:

 

  • Global VSAT Forum Certification required
  • Cisco and Networking certifications/training a plus
  • Network Operations Center (NOC) experience a plus
  • Telecom help desk, field installation or provisioning experience Related technical study preferred or equivalent experience
  • Project Management certifications are a plus
  • 5 yrs. experience in customer service in the oil and gas industry highly preferred
  • Able to demonstrate a high level of customer service skills
  • Successfully respond to inquiries or complaints from customers
  • Proven written and verbal communications skills with executive level customers
  • Basic knowledge of emerging technologies
  • Effectively present information to top management
  • Strong analytical skills

 

Personal Characteristics:

 

  • Optimistic attitude
  • Communicate effectively
  • Professional and ethical behavior
  • Problem solver
  • Self-motivated
  • Good listener
  • Must manage time efficiently and effectively


The above statements are intended to describe the essential functions and related requirements of persons assigned to this job.  They are not intended as exhaustive list of all job duties, responsibilities and requirements.

 

RigNet Inc. and its subsidiaries provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, RigNet Inc. and its subsidiaries complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.