Service Delivery Project Manager
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.
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 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+
Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.
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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