Service Delivery Project Manager

Description

*This role is onsite only at our headquarters, not eligible for remote work*

Position Overview  

The Manager of Service Delivery will be responsible for overseeing the Service Delivery Team, ensuring that the end-to-end project activities, including planning, coordination, management, and execution of multiple concurrent, complex, cross-organizational projects/programs, are completed.?The projects/programs include, but are not limited to, new product development, fulfillment of new services, network/infrastructure, and systems/OSS. The areas of responsibility include overall administration, adherence to timeline, budget and scope, risk, project documentation, and management reporting. PM will have a keen focus on meeting/beating expected results in a consistent manner.  This is a leadership position where you will be expected to serve as a mentor to delivery staff while managing a portfolio of accounts.   

Essential Job Functions 

• Motivate and coach individual contributors to achieve departmental goals and drive excellent and consistent customer service. 
• Able to recognize training and continual improvement initiatives across the entire organization.  
• Ensure Service Delivery Team meets or exceeds all service level agreements from Email, Phone, Event, Incident, Problem, and Change Management processes 
• Manage project resources in order to meet project deliverables and overall, all constraints. 
• Plan, Develop and Manage Project Plans/Timelines, with a focus on managing the critical path, performing required gap analysis and bringing in Projects on/before schedule. 
• Perform routine data collection, organization, workflow, and support analysis. 
• Document, managing and enforcing Action Item Register and Documenting and Publishing Meeting Minutes in a Professional manner. 
• Provide customers, the project team, supervisors, and stakeholders with written and verbal communications, including project status reports and presentations. 
• Issue consistent and regular Project Status updates and reports for project sponsor and stakeholders including senior management. 
• Ability to define workflow for improvements and resolve issues. 
• Ability to oversee and prioritize multiple projects and initiatives.  
• Lead end-to-end incident resolution, serving as the escalation point during major issues. 
• Perform role of the Service Delivery Project Manager for all newly deployed products/services to perform “live” Proof of Concept (“POC”) or product business rules, documentation, and processes. 
• Once POC is considered valid, work with Service Delivery Managers to properly “turn over” the product to standard Service Delivery team. 
• Understanding of industry best practices and emerging trends in service delivery 

Requirements

• Excellent interpersonal skills and ability to communicate with executives, senior management, peers, staff, vendors, and contractors. 
• Facilitate team and client meetings effectively. 
• Deliver engaging, informative, well-organized presentations. 
• Ability to lead and motivate diverse teams to deliver high-quality results to clients, helping to quickly problem-solve roadblocks to ensure on-time delivery 
• Respond to changes in customer expectations; monitors and uses customer feedback. 

Experience, Qualitative Skills, and Certifications 

• 7-10 years’ service provider experience in Network Project Management 
• Bachelor’s degree in business (or Management) or Project Management or equivalent experience is required; a master’s degree (or equivalent) is desirable. 
• Expertise with Microsoft Project and with PERT/GANT Chart creation/planning 
• Thorough knowledge of Service Provider Organizational responsibilities. 
• Excellent Oral/Written Communication and Presentation skills and Expertise in running and documenting efficient/effective Meetings. 
• Strong customer management skills. 
• Ability to interact with cross-functional teams including, but not limited to, Construction, Engineering, Product & Marketing, Business Planning, IT, Operations and Logistics. 
• Excellent analytical skills. 
• Visio, Excel, PowerPoint are required.?Share Point is preferred. 

Physical Requirements 

• Must be able to sit, stand, walk, stoop, kneel and reach. 
• Must be able to speak, write, read, and understand English. 
• Must have visual acuity. 
• Must be able to lift 0-25 pounds.