Job Description

Overview:
What's The Role
The B2B SID Operations Support Manager in Jamaica enables successful delivery of telecom services by supporting operational readiness, process execution and coordination across teams for Network, Voice and Security Services. This role acts as the operational backbone of the service implementation and delivery function, ensuring documentation, logistics, tools, resource planning and service workflows run efficiently and align with business priorities. It also supports monthly revenue realization through on-time delivery ensuring cross-functional coordination among multi-disciplinary implementation teams, engineers and vendors Responsibilities:
What You'll Do
Service Delivery Support:

• Oversee day-to-day support activities for service implementation across Network (IP/MPLS, SD-WAN), Voice (SIP, VoIP, UC) and Security (firewalls, managed security services).
• Ensure readiness of operational systems, documentation, tools and teams for service rollout and activation
• Sharp focus on timely execution of service activation activities and coordinate resolution of provisioning, logistics and scheduling issues that impact revenue timelines.
• Coordinate with provisioning, field services, engineering and NOC teams to remove blockers and resolve delivery dependencies

Process and Workflow Management:

• Develop, maintain and improve operational workflows, SOPs and playbooks to standardize service implementation
• Enable governance models that support scalable, efficient and cost-effective service delivery
• Monitor and drive adherence to project milestones and delivery SLAs
• Drive process automation and tool optimization to reduce manual effort and shorten delivery cycles
• Support pre-activation checks, inventory tracking, site readiness and customer acceptance processes.

Resource Planning & Coordination:

• Coordinate with team leads and managers to align resource availability with project delivery timelines, ensuring efficient use of labour and field assets
• Support scheduling and workload balancing across project and operations teams

Profitability and P&L Contributions

• Drive cost efficiency in service delivery by reducing rework, controlling vendor-related costs and improving first-time-right implementation
• Monitor and report on cost-per-delivery and delivery margin performance in coordination with finance and project teams
• Identify and escalate delivery risks that could delay billing or impact revenue recognition
• Collaborate with commercial and finance teams to align operational performance with monthly and quarterly revenue and profitability targets.

Reporting & Performance Monitoring

• Track and report on service implementation KPIs: on-time activation, provisioning errors, operational cost to deliver and margin leakage, escalations etc.
• Provide insights and analysis on delivery bottlenecks, trends, and opportunities for improvement
• Prepare operational impact analyses to support leadership decision-making and budget planning.

Quality Assurance and Compliance

• Ensure service handovers meet defined quality and documentation standards
• Support internal audits and compliance reviews related to delivery operations
• Maintain and enforce security protocols compliance, especially for secure and regulated standards relevant to customer environments.

Stakeholder Engagement

• Serve as central liaison between project managers, implementation engineers, vendors and operations stakeholders
• Drive transparent communications across the delivery chain, facilitating regular check-ins, updates and swift escalations of operational or financial risks.
• Support post-delivery stabilization and coordinate resolution of early life support issues

Team Enablement

• Lead and mentor Operations Support Team
• Develop onboarding, training and continuous learning programs to ensure cross-training and documentation of delivery support procedures.
• Foster a high-performance culture centred on accountability, customer excellence and commercial awareness.

Governance & Continuous Improvement

• Track key service delivery metrics: time-to-activate, cost-per-delivery, delivery margin, operational errors and escalations.
• Provide insights and analysis on delivery bottlenecks, trends and opportunities for improvement
• Produce operational dashboard and performance reports
• Ensure lessons learned and feedback are captured to improve operational performance
• Support internal governance forums, quality audits and contribute to strategic planning for service improvement.

Qualifications:
What You'll Need
Preferred Education/Qualifications
Specific Knowledge/Experience/Software/Apps

• Bachelor's degree in Telecommunications, Engineering, Operations or Business
• Solid understanding of telecom infrastructure and services: SD-WAN, MPLS, SIP, VoIP, firewalls.
• ITIL v4 Foundation
• Strong grasp of service economics, cost models and operational levers that influence profitability
• PMP or Prince2 (advantageous)
• 5+ years of experience in telecom operations or service delivery support, with at least 2 years in a role involving commercial impact or workforce scheduling.
• CCNA or equivalent networking certificate are a plus
• Hands-on experience in delivery of voice, network or security services in enterprise or carrier environments.
• Proficient in performance reporting and using service delivery tools (e.g. SCCD, Salesforce) and Microsoft Office Suite

Who We Are
We are the leading telecommunications company, connecting more than 40 markets in Latin America and the Caribbean with our video, broadband internet, telephony, and mobile services under the consumer brands Liberty Latin America, Liberty Networks, Liberty Caribbean, Liberty Business, Liberty Caribbean ICT, Cable & Wireless, Cable & Wireless Business, Bahamas Telecommunication (BTC), FLOW, VTR, Liberty Puerto Rico & USVI, Liberty Costa Rica, and Mas Movil. We started small, and now we're growing. We're excited about the future as we strive to unlock opportunities in the region
Why Join Us
Technology excites us, enables us, and drives us. Were proud of the services we provide, the markets that we serve, and our people coming together to enhance our customers lives with technology so that they can connect, work, live and play without missing a beat. Throughout Liberty Latin America, our passion and pride are brought to life through our shared vision to bring innovation that will create moments that matter to our customers, delivering growth in our markets with one vision, one culture, and one team.
Liberty Latin America provides equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, color, citizenship, disability or perceived disability, ethnicity, gender, gender identity or expression, genetic information, marital or domestic partner status, military or veteran status, national origin, pregnancy/childbirth, race, religion, sexual orientation, or any other category protected by federal, state, and/or local laws.
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