Will Fleming

Experience

1. Senior Manager, Operations Control

   Colt Technology Services

   Jan 2025 — Present · Brooklyn, NY, US

   Originally sent to the US with three main areas of focus: vendor management, maintenance spare logistics and Incident Management. In early 2025 I was promoted to Senior Manager and joined the Operations Control team with a focus on top level customer escalations from our US customer base.Supporting local Sales and Service Management as the US Network Operations Senior Manager with a focus on critical escalation ownership, presenting RCA and corrective action during customer meetings, get well plans and process improvement.Managing the operational relationship with Colt’s North American field services sub-contractor which includes escalation, contract renewal and optimizing maintenance spare strategy (realized $90k opex saving last year).Ownership of operational relationships with network partners in the US and Canada. Colt doesn’t own fiber assets in the Americas, so all our backbone and customer circuits are delivered via lit or dark fiber. Includes building key relationships and leading service reviews, presenting performance data, identifying opportunities for service credits, chronic investigations as well as driving high level and complex escalations to resolution.Member of North American Senior Management Team representing Network Operations and performing the voluntary roles of Disaster Recovery Champion and Crisis Lead for the US team.