Service Delivery Project Manager

FiberLight LLC•Plano, TX

just now•Onsite

About The Position

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.

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.
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.
Must be able to speak, write, read, and understand English.
Must have visual acuity.

Responsibilities

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