TITLE: Service Delivery - Project Manager

Contract Position

BASIC FUNCTION

The Senior Service Delivery Project Manager (Senior SDPM) will act as the Single Point of Contact for the Sales Team and Customer regarding all facets of the service delivery and order fulfillment phase, and, at times, may be involved in some pre-order planning. The Senior SDPM will be responsible to facilitate and manage the overall order fulfillment process; from order entry to service installation in order to ensure an efficient, effective service delivery experience for the customer and Sales team. The Senior SDPM is capable of handling multiple, concurrent, complex service orders, multi-site projects, and coordinated customer infrastructure deployments. Typically, the Senior SDPM will be involved in initial order deployments of new products & services. Many of the customers supported by the Senior Service Delivery Project Manager are high profile/strategic customers. Furthermore, the Senior SDPM may provide direction to other team members, and act as a SME (subject matter expert) when representing the organization with cross functional teams.

DUTIES AND RESPONSIBILITIES

General Requirements Customer-Centric Approach to Order Fulfillment

Communication and Presentation Skills

Strong Leadership

Organization Skills

Project Management

Technical Skills

Collaboration skills

Travel associated to on-site meetings, implementation, etc

Technical Skills

• Extensive Knowledge of all telephony technologies, including, but not limited to, Network Switching Systems, PBX, Key Systems
• Ability to analyze data, trends or obstacles to customer requirements and propose/consider/persuade alternate solutions or methods of implementation
• Validate service order information to ensure accuracy and continuity with product model. Ensures applicable revisions are within scope of project and do not impact customer commitment.
• Ability to comprehend customer requirements and propose solutions based on product model and supported technologies.
• Understanding of network infrastructure and application of how related product model can meet customer requirements.
• Participates in special projects and performs other duties as assigned.

Interpersonal Skills

• Ability to build and maintain solid working relationships with stakeholders.
  
  • Facilitate team and client meetings in an effective manner.
  • Strong persuasive and communication skills.
  • Speak and understand English and American dialects.
  • Deliver engaging, informative, well-organized status updates and presentations to customers, account teams, and operational management.
  • Effectively communicate relevant project information to superiors.
  • Anticipate and react to customers' needs
  • Consistently meet or exceed customers' expectations
  • Understand how to communicate difficult/sensitive information tactfully.
  • Demonstrate high level of commitment to customers' success
  • Respond to changes in customer expectations; monitors and uses customer feedback
  • Ability to deal with a wide range of concurrent issues while remaining focused on delivery
  • Ability to adapt behavior to fit into the culture of a particular organization
  • Strong minded, will strive to achieve goals in a professional manner
  • The will and commitment to win over all obstacles. The personal motivation to succeed.

Project Management

• Manage all day-to-day operational aspects of project and scope.
  
  • Negotiate project schedule, deliverables, and scope with customer, sales and internal cross functional operational support organizations, including Circuit Design, Network Engineering, Field Operations, and Outside Plant.
  • Single Point of Contact regarding all facets of service delivery for client's customer base.
  • Manage regularly schedule status meetings with internal and external vendors, stakeholders and Customer
  • Resolve and/or escalate issues in a timely fashion or Anticipate before the issue impacts project schedule and/or scope
  • Ensure all required equipment, construction, permits, vendors and customer readiness is in place to ensure a successful service implementation
  • Effectively apply established project management methodology and enforces project standards.
  • Ability to orientate and adapt to the client environment and to make the service delivery meet the business objectives.
  • Review and Approve deliverables prepared by team before passing to client.
  • Identify and Evaluate impact of change request to the scope of work and affect on project schedule and implementation plan.

QUALIFICATIONS
• Minimum 5 years of Telecommunications Experience with voice applications
• Knowledge of telecommunication services and order management
• Ability to travel when needed

SUPERVISORY RELATIONSHIPS
• Supervised By: Service Delivery Project Management, Manager
• Supervises: None