NOC Relationship Manager

Are you looking for an exciting opportunity working for a Global Technology Leader?

At Aviat Networks, we take great pride in hiring a workforce that is committed to supporting and strengthening our values and attributes. If you are a results-oriented, customer-centric, and innovative thinker who also takes pride in personal and professional integrity, Aviat Networks is the ideal next step in your career. We are looking for people who love to solve problems, enjoy change, and know how to have fun so come and join a dynamic team that strives to bring communications to the world.

Aviat Networks is the world’s largest independent supplier of wireless transmission systems. We are recognized worldwide for cutting-edge 5G, backhaul, networking solutions, and services. Customers in more than 135 countries depend on Aviat Networks to build, expand, and upgrade their voice, data, and video solutions.

About the Role:

The Network Operations Center (NOC) Relationship Manager serves as the primary liaison between customers, service partners, and the internal technical teams, ensuring seamless integration and ongoing support. This role is pivotal in managing customer expectations from the early sales phase through network connectivity setup, ensuring a smooth handoff to operational teams. Additionally, the NOC Relationship Manager fosters strong relationships with service partners by coordinating new business opportunities, maintaining contracts and performance evaluations, and ensuring alignment on deliverables. The role also oversees contractual and financial operations within both the NOC and Technical Assistance Center (TAC) to ensure compliance and operational efficiency.

Responsibilities:

• Serves as the primary point of contact for both assigned customers and NOC partners, ensuring strong relationship management and ongoing communication.
• Schedules and leads regular customer and partner meetings (weekly, monthly, quarterly) to review performance, address issues, and ensure alignment of future goals.
• Oversees the review and grading of partner performance, addressing any issues and identifying areas for improvement.
• Leads the project management of new customer implementations and the expansion of existing customer network components into NOC operations.
• Uses PMI principles to manage project lifecycle activities, including initiation, planning, execution, controlling, and closing.
• Ensures customer commitments are met on time and within budget by overseeing project plans, deliverables, and risk management strategies.
• Ensures all required project signoffs are completed, including SOW, Project Plans, Change Requests, and final project completion.
• Manages the financial processes within the NOC and TAC organizations, including submitting purchase requisitions, processing invoices, and tracking budget vs. actual expenditures.
• Ensures timely follow-up with accounting and accounts payable to guarantee that purchase orders and invoices are processed and paid in a timely manner.
• Assists in budget submissions and provides financial tracking reports for leadership review.
• Ensures all customer introductions into NOC operations align with ITIL principles, maintaining operational standards and ensuring customer satisfaction.
• Submits paperwork to the customer success team to generate new bookings for managed services and ensures accurate, timely invoicing to customers for additional services provided.
• Assists the TAC organization with relevant financial and operational processes.
• Maintains flexibility with scheduling.
• Other duties as assigned.

Qualifications & Competencies:

• Minimum of 5 years of experience managing operationally focused projects.
• Proven experience managing customer relationships in a competitive environment.
• Experience in vendor management.
• Ability to handle unexpected challenges, overcome obstacles, and make sound project decisions.
• Capable of presenting and discussing technical issues, including basic microwave technology.
• Skilled at influencing cross-functional project teams, including customers, vendors, and internal teams.
• Fluent in English, with strong verbal and written communication skills.
• Strong attention to detail and ability to meet deadlines.
• PMP certification or ITIL experience is highly preferred.
• Proficient in MS Excel, PowerPoint, Word, and MS Project.
• Ability to travel up to 20%.