Service Delivery Project Manager
28 days ago
Plano
Job DescriptionDescription: 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. Essential Job Functions • 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 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, • 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., • Must be able to sit, stand, walk, stoop, kneel and reach., • Must be able to speak, write, read, and understand English., • Must have visual acuity., • Must be able to lift 0-25 pounds.