Director, Service Delivery

American Tower

9d

About The Position

We are seeking a Director of Service Delivery (Verizon-National) to lead all revenue-generating services for a region within one of our major wireless carrier accounts within American Tower’s U.S. Tower division’s Service Delivery organization. Service Delivery provides customer services across the division’s assets, from pre-application and acquisition services through construction and integration. Day to day you will focus on a specific customer’s experiences through superior quality, predictable planning, forecasting, and cycle times. You will have regional oversight and lead a team that focuses on services. As a Director, you will partner cross-functionally to ensure alignment while value-engineering internal processes and tools to improve efficiencies. You will serve as the main escalation point within a defined area and engage with the customer directly at all levels for issue resolution and to strengthen partnerships to provide a positive customer experience.

Requirements

• Bachelor’s degree and a minimum 12 years of combined telecommunications real estate, construction management, sales, or customer service experience required.
• Minimum 8 years’ management experience in complex transactional environments required.
• Experience leading customer-facing teams and the ability to engage with a customer with a strong leadership presence and ability to identify and resolve customer-centric issues.
• Approximately 40% travel may be required to support the position’s responsibilities.
• Strong organization, planning, and project management skills; ability to prioritize tasks for yourself and a team to meet requirements and deadlines.
• Ability to work with different functional groups and levels of employees to effectively and professionally achieve results.
• Strong leadership skills; ability to drive and motivate a team to achieve results while maintaining a positive culture.

Responsibilities

• Lead a team responsible for providing services including pre-application services, project and construction management, forecasting, real estate, purchase order collection, architectural and engineering services, zoning, construction management, close out, and customer acceptance.
• Develop and oversee resource planning, providing leadership and subject matter expertise to the account to ensure consistent execution.
• Partner with the customer to proactively plan and forecast build-plan objectives to ensure alignment of goals and that internal and external resources are in place, including general contractors to execute and that service-level commitments are achieved.
• Execute strategies and drive standardization and consistencies across Market Managers, Project Managers, and Construction Managers to achieve positive results for the business and customer.
• Have fiscal responsibility for assigned customer account to include revenue forecasts, margins, service level commitments and fee collection issue resolution.
• Engage key partners and constituents, specifically with the Services Operations, Supply Chain, Sales, Engineering, and Network Operations teams, to communicate the customer’s goals and objectives to ensure project delivery.
• As a Director, you are responsible for the recruitment, performance management, and career development of Market Managers and their teams. You will also be expected to cultivate a collaborative team dynamic that enables us to meet our business objectives.
• Other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 501-1,000 employees