Network Program Manager, Preventative Maintenance

Role Description:

Managing critical physical, electrical, and environmental infrastructure across central offices and fiber huts requires dedicated operational governance, vendor alignment, and rigorous change management. The Network PgM - Preventative Maintenance Manager serves as the primary operational coordinator and Tier-1 escalation lead for national hut facility preventative maintenance programs.

This role bridges high-level facility maintenance strategies with daily field execution—leading vendor partners, enforcing standard Methods of Procedure (MOP), submitting and tracking Change Management tickets, and managing emergency break/fix escalations across multiple regional markets.

In this role, you’ll:

Vendor Management & Operational Coordination
Partner Alignment: Lead weekly operational syncs with primary maintenance contractors (e.g., Pearce Services) to review site maintenance progress, pending quotes, and operational blockers.
Schedule & Dispatch Coordination: Oversee site dispatching across multiple regional markets (e.g., Austin, Nashville, Charlotte, Raleigh-Durham, San Antonio). Ensure vendor field technicians are properly paired with gFiber site escorts when required.
Onboarding & Training: Facilitate system access, onboarding, and workflow training for vendor administrative staff, focusing on work order creation, ticketing and billing compliance.
2. Change Management & MOP Governance

Ticket Generation & Workflow Lifecycle: Create, assign, and manage Network Scheduled Maintenance tickets within ServiceNow for all scheduled hut facility maintenance.
Lead Time Compliance: Enforce strict adherence to change control policy windows (minimum 72-hour advance lead time prior to work execution).
MOP Execution & Approval: Maintain, distribute, and enforce standardized Methods of Procedure (MOP) detailing generator servicing, HVAC filter/coolant maintenance, battery health checks, and ATS inspections. Ensure all MOPs are submitted to gFiber sponsors and shared with NOC ([email protected]) prior to window opening.
3. Tier-1 Incident Escalation & Emergency Dispatch

First-Level Escalation POC: Serve as the primary point of contact for vendor technicians and local market teams encountering site deficiencies during PM sweeps.
Break/Fix & Remediation Management: Identify site failures (e.g., failed ATS motherboards, faulty breakers, coolant/oxygen sensor failures, degraded battery strings) and initiate reactive break/fix work orders.
Emergency Dispatching: Coordinate rapid vendor dispatch for emergency hardware replacements and roll-up generator deployments during commercial power outages or major hardware incidents.

At a minimum we’d like you to have:

Bachelor's degree or equivalent practical experience.
3 years of experience in telecommunications infrastructure, central office/fiber hut operations, or critical facility operations management.
Proven track record leading external vendor contracts, managing field service operations, and facilitating cross-functional team syncs.
Experience with enterprise ticketing and change management platforms (ServiceNow, or equivalent).
Functional understanding of critical hut infrastructure:
Power Systems: Standby diesel/gas generators, Automatic Transfer Switches (ATS), Manual Transfer Switches (MTS), and -48V DC power plants/battery strings.
HVAC & Environmental: Wall-mount shelter HVAC units, lead/lag controllers, MERV filtration, refrigerant/coolant loops, and environmental telemetry/sensors.

It’s preferred if you have:

Experience transitioning manual operations to Salesforce Field Service Lightning (FSL) or similar ERP/FSM software.
Experience serving in 24/7 on-call rotation management or major incident escalation response teams.
Demonstrated ability to draft, refine, and enforce operational MOPs and standard operating procedures (SOPs) across multi-regional deployments.