TITLE: Service Delivery Project Manager

Client: Wipro/ Charter Communication

Role: Full Time

Type: 100% Remote role

JD:

QUALIFICATIONS

Minimum 5 years of Telecommunications Experience with voice applications and PBX Knowledge of telecommunication services and order management

Ability to travel when needed

DEPARTMENT: Service Delivery Project Management

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 clients 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.

SUPERVISORY RELATIONSHIPS

Supervised By: Service Delivery Project Management, Manager

Supervises: None