Service Enablement Engineer Lead

Company Overview NWN is the leading AI-powered technology solutions provider for North America's most innovative public and private organizations. For more than 30 years, NWN has helped over 5,000 CIOs deliver technology modernization programs with its Intelligent Workplace, Customer Experience (CX), Managed Devices, Cybersecurity and Public Safety, Connectivity, and Intelligent Cloud solutions. The company's proprietary Experience Management Platform ensures seamless service delivery, real-time observability and improved efficiency for its clients' most demanding technology needs. NWN is a high-performance, high-integrity team of 1,000+ experts committed to a customer-obsessed culture, earning a 75 Customer Net Promoter Score. The company has been recognized with hundreds of industry awards and is proud to be a 'Best Place to Work' with an 86 Employee Net Promoter Score. For more information, visit: NWN.ai. Responsibilities The Service Enablement Engineer Lead plays a key role in driving the operational readiness and technical enablement of managed service teams. This role bridges the gap between service delivery, professional services engineering, and customer success by ensuring managed services teams are equipped with the tools, knowledge, processes, and documentation needed to deliver high-quality services at scale Define, document, and execute onboarding procedures for services and systems, ensuring operational readiness, observability standards, and completion of all prerequisite tasks. Ensure accurate integration with monitoring platforms, CMDB requirements, and SKU-to-service alignment by collaborating with product, operations, engineering, and billing teams. Create, maintain, and standardize technical documentation, runbooks, onboarding workflows, and operating procedures to ensure consistency across managed services. Maintain audit trails for onboarding and enablement activities, enforce procedural compliance, and ensure data integrity across internal systems and client-facing platforms. Implement and manage secure remote access solutions, ensuring provisioning, de-provisioning, and access controls comply with security and regulatory requirements. Identify and automate repetitive processes using scripting or orchestration tools and integrate automation into onboarding and operational workflows to improve scalability. Manage and prioritize service enablement requests through ITSM systems, ensuring visibility, SLA adherence, and timely resolution. Partner with engineering, operations, customer success, security, and product teams to resolve implementation challenges and drive continuous process improvement. Support the development and launch of new service offerings by contributing to enablement playbooks, service build guides, and internal knowledge transfer. Make independent decisions on complex technical issues, establish enablement standards, and provide subject-matter expertise across multiple technology domains. Mentor and coach Service Enablement Engineers, Technicians, and Specialists through training, technical guidance, and best-practice reinforcement. Apply a customer-focused mindset by understanding SLAs/SLOs and ensuring enablement decisions support service quality, reliability, and customer experience. Qualifications H.S. Diploma or General Education Degree (GED) Required Bachelor’s Degree in Arts/Sciences (BA/BS) Advanced degree in Engineering or similar field Preferred Technical Expertise: Solid understanding of cloud platforms (AWS, Azure, GCP), networking, security, and monitoring tools (e.g., OpsRamp, Zenoss, Nectar). ITIL Knowledge: Familiarity with service management frameworks like ITIL. Experience with Microsoft Office – intermediate to advanced Demonstrated expertise in multiple technology disciplines or advanced certifications (e.g., CCNP, MCSE, ITIL, etc.). Thrive in an environment of multiple shifting priorities. Must be detail oriented while handing multiple concurrent tasks and/or projects with minimal supervision, managing deadlines, and completing tasks on time. Gains insight from big pictures to enhance tactical steps Able to present point of view to gain buy in and drive change. Exposure to enterprise environments or MSP (Managed Service Provider) setting Customer-Focused Mindset: Understanding of SLAs, SLOs, and the impact of technical decisions on customer satisfaction/experience. Collaboration: Experience working in cross-functional teams (engineering, operations, customer success). Automation Experience: Scripting or automation (Python, PowerShell, or Ansible) to improve service delivery efficiency. Assist in enforcing Security compliance for tooling and procedures. Proven leadership, mentoring, and project management experience. Exceptional communication, organizational, and analytical skills Strong ability to work independently and lead teams in high-pressure situations ITIL Foundations v3 ITIL Foundation Certification Certification in Project Management Remote: Job duties are performed from the employee’s home home or another approved remote location. Remote employees are expected to maintain productivity, communication, and availability during agreed-upon working hours, in alignment with company policies. Requires Travel - Yes Requires Overtime - Yes At NWN, we provide a comprehensive benefits package to support your well-being in and out of work. This includes medical, dental, and vision plans, Health Savings Account (HSA) and Flexible Spending Accounts (FSAs), income protection through disability and life insurance, and a 401(k) with company match. Enjoy unlimited PTO, paid company holidays, hybrid/remote work, paid bonding leave for eligible employees, employee discounts, and access to our Employee Assistance Program (EAP). Additional offerings include accident, critical illness, long-term care, and hospital indemnity coverages, legal and identity theft protection, pet insurance, supplemental life insurances, referral bonuses, charitable donation matching, and allowances for eligible roles. Join a team that values the health and wellbeing of all our employees! All offers of employment at NWN are contingent upon the successful completion of a comprehensive background check. This process ensures a safe and secure work environment for all employees. NWN is an Equal Opportunity Employer: NWN provides equal employment opportunity to all employees and applicants for employment free from unlawful discrimination based on race, color, religion, gender, age, national origin, disability, veteran status, marital status, sexual orientation or any other status or condition protected by local, state or federal law.