Service Delivery Project Manager
The Service Delivery Project Manager responsible for coordinating service delivery and implementation of strategic commercial solutions to facilitate a positive customer experience. This role is a critical liaison between Field Operations and other key business operating groups. The incumbent must possess an excellent ability to influence internal and external stakeholders to build consensus. Develop and maintain strong relationships with all Sales channels, Technical Operations, Construction, Dispatch, Customer Care, Network Operations Center (NOC) and Engineering. Responsible for monitoring complex project deliverables and key performance milestones (site surveys, installation timeframes, service level objectives). This role will leverage domain and industry expertise, and knowledge of the project life cycle.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently supports all efforts to simplify and enhance the customer experience.
Duties will include:
- Acting as a customer liaison, fully managing customer expectations
- Engage with Sales, Sales Engineers and Network Engineers to understand network designs, service level agreements and delivery dates to meet customer expectations
- Effectively communicate with stakeholders regarding project status and clearly set expectations about potential risks to project cost and schedule
- Ensure accurate and timely updates to project management tools Responds to status inquiries regarding all phases of assigned projects including surveys, inside wiring, and construction
- Escalate at risk project deliverables, perform risk mitigation and ensure related stakeholder communications
- Oversee the accurate ordering of equipment and processing of capital requests and purchase orders; monitor inventory of customer premises equipment
- Coordinate with Supply Chain to ensure timely delivery of equipment required for installation
- Develop and maintain a collaborative working relationship with key stakeholders within the management area, operating groups and corporate services
- Provide reporting to Field Operations leadership related to performance metrics; and monitor additional metrics as identified
- Understand and support local budget, strategic initiatives, and annual goals
- Ensure agreed upon policies, processes and procedures are adhered to. Perform other duties as requested by supervisor.
REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge
- Ability to read, write, speak and understand English
- Ability to manage multiple projects at simultaneously, prioritize and organize effectively, show judgment to make decisions and solve problems under pressure
- Ability to analyze and interpret data
- Ability to multitask in a role with little supervision and many demands from various business units
- Ability to define key performance indicators/metrics
- Ability to document, prepare and present data-driven presentations
- Ability to use personal computer and software applications (word processing, spreadsheet, Visio, MS Project, etc.)
- Demonstrated ability to define specific product requirements
- Demonstrated knowledge of service providers/MSO network architectures and technologies
- Foundational understanding of data networking and Wi-Fi solutions
- Knowledge of broadband coax and optical products and services
- Knowledge of process and project management in a Broadband business
- Knowledge of all functions and related tasks in the area of telephony service delivery
- Knowledge of telephony products and services
- Knowledge of IP network architecture and equipment
- Knowledge of telephony and data network element activation requirements
- Knowledge of general accounting and billing procedures
Required Education
Bachelor’s degree in business or technical discipline or equivalent experience
Required Related Work Experience and Number of Years
Business operations analysis experience - 3+ Telephony experience - 2+ Project management experience - 5+ Telecommunications or cable industry experience - 2+
PREFERRED QUALIFICATIONS
Preferred Skills/Abilities and Knowledge
Preferred Education
BICSI or SCTE NCTI sponsored certifications PMP certification
Preferred Related Work Experience and Number of Years
WORKING CONDITIONS
Office and field environments Travel as required
EOE
Charter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability
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A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
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