Manager, Service Delivery

GTT

About The Position

GTT provides secure global connectivity, improving network performance and agility for your people, places, applications, and clouds. We operate a global Tier 1 internet network and provide a comprehensive suite of cloud networking and managed solutions that utilize advanced software-defined networking and security technologies. We serve thousands of businesses with a portfolio that includes SD-WAN and other WAN services, internet, security, and voice services. Our customers benefit from a customer-first service experience underpinned by our commitment to operational excellence. For more information on GTT, please visit www.gtt.net. Role Summary: The Manager, Service Delivery – Project Management is accountable for the leadership and growth of a team of Project Managers for the implementation, delivery and activation of Managed Services and GTT Core Ethernet-based solutions projects for the Americas Division. The key need for this role is the individual’s ability to guide, manage and lead a Project Management team, ensuring the team meets critical Service Delivery performance metrics. This position is both vendor and client-facing and requires effective communication skills; risk management techniques; and issue management and resolution.

Requirements

Candidate must be highly organized, proactive and able to function in a fast-moving environment
3-5 years telecom experience required, 1 year management experience with direct reports
Ability to multi-task and adapt in a fast-paced setting
Project Management experience, high school diploma or general education degree (GED) is required
Anticipates and analyses problems comprehensively, determining clear and appropriate alternatives or resolutions in parallel
Proactive in nature; continually working to improve efficiency, performance and results
Experience in IP Transit, DIA, SD-WAN, MPLS, VPLS, Ethernet, and Managed Service is required
Strong background in provisioning and activation of transport/telecom services and data/cloud networking
Must have excellent verbal and written communication skills
Proficient in the use of MS Office software suite
Enthusiastic and self-motivated with good organizational and communication skills
A sense of urgency and an ability to convey this to peers, management and suppliers alike
Attention to detail and highly structured approach to workload management
Able to operate in a cross functional matrix-management environment
Ability to work to tight deadlines in a high-pressure environment

Responsibilities

Delivers consistent quality of services by developing and maintaining an environment that promotes excellence in all operations
Leads team of professionals to ensure the rapid and accurate installation of ethernet services for new and existing client projects
Manages multiple external and internal resources to meet critical milestones
Possesses ability to identify, escalate, track and resolve Service Delivery issues quickly
Ensures team owns and completes client communications on a regular basis, providing timely and accurate order/project delivery updates
Ability to foster positive relationships with internal and external clients
Demonstrated ability in team building and working across multiple organizations
Accountable for consistently providing high levels of customer service in a cost-effective manner
Must possess successful personnel management, including leading, developing, and corrective action
Develops and implements strategies to achieve operational and financial objectives
Monitors, analyzes and reports on projected financial outcomes
Ability to define and meet SLAs and KPIs
Ability to analyze customer feedback and provide solutions to complex issues
Monitors and evaluates all business processes, making recommendations to increase efficiency
Manages and directs compliance of company policies