Sr. Manager, Service Delivery, Mobile Operations Support

Client Reference Code: 234114
JOB SUMMARYRegional or National subject matter expert (SME) resource who provides technical and procedural expertise to local Service Delivery and Project Management teams to enable a professional on-boarding experience for all commercial customers. This role will be a critical link between Service Delivery Leadership, local service delivery teams, shared services teams, product teams, engineering operating groups and corporate services. This person must have an excellent ability to influence internal and external key stakeholders and build consensus. Develop and maintain strong relationships with program and process management, sales operations, distribution network transport (DNT), day of install (DOI), complex support services (CSS), regional technical operations, care, network operations center (NOC) and engineering. Responsible for monitoring of on-boarding performance metrics, gap analysis, fallout reporting assessing workforce capacity requirements, identifying training needs, and assisting in new project launches.

MAJOR DUTIES AND RESPONSIBILITIES Actively and consistently support all efforts to simplify and enhance the customer experience
Develop and maintain a collaborative working relationship with key stakeholders within the key market area (KMA), shared services, operating groups and corporate services at the Director level and above.
Understand and support enterprise budget, strategic initiatives and annual goals.
Take lead positions in improvement initiatives, product launches, and training plans for Service Delivery nationally.
Required to function in a lead capacity by providing coaching, mentoring, and training to others. May also manage others either directly and/or in a matrix project environment.
Manage fulfillment activity and process across multiple markets.
Lead process or product task force teams.
Create, implement and maintain agreed upon policies, processes and procedures.
Evaluate work load and capacity planning as it relates to service delivery business as usual (BAU) and special projects.
Engage with sales, sales engineers and network engineers to understand network designs, service level agreements and delivery dates to meet customer expectations.
Standardize the ordering of equipment, processing of capital requests and purchase orders; monitor inventory of customer premise equipment.
Monitor daily install status and completion rates; work with SDM/PMO team to establish best practices.
Monitor enterprise level site survey status; work with construction to maintain established targets.
Monitor installation days out; work with dispatch to maintain established targets.
Monitor pending and rescheduled installs; work with day-of-install and service activation departments to maintain established targets.
Monitor additional metrics as identified.
Check quality of select installs, trouble calls on installs and repeats to identify chronic issues.
Identify training needs for Field, KMA network technicians and installers and work with training to ensure roll out meets product launch date.
Provide input to the product development team on field impact and on-boarding launch requirements for new products.
Proactively communicate to all key stakeholders.
Perform other duties as requested by supervisor.

REQUIRED QUALIFICATIONSSkills/Abilities and Knowledge Ability to analyze and interpret dataAbility to multitask in a role with little supervision and many demands from various business unitsAbility to communicate orally and in writing in a clear and straightforward mannerAbility to communicate with all levels of management and company personnelAbility to define key performance indicators / metricsAbility to document, prepare and present data-driven presentationsExcellent ability to manage multiple strategic projects at one time, prioritize and organize effectively, show judgment to make decisions and solve problems under pressure.Ability to show judgment and initiative and to accomplish job dutiesAbility to supervise and motivate othersAbility to use personal computer and software applications (i.e. word processing, spreadsheet, Visio, MS Project, etc.)Technically capable to define specific product requirementsTechnical understanding of service providers/MSO network architectures and technologiesCross-functional management skillsKnowledge of broadband coax and optical products and servicesKnowledge of process and project management in a Broadband businessKnowledge of all functions and related tasks in the area of telephony service deliveryKnowledge of telephony products and servicesKnowledge of IP network architecture and equipmentKnowledge of telephony & data network element activation requirementsKnowledge of general accounting and billing procedures
Education Bachelor’s degree in business or technical area or equivalent experience
BISCI or SCTE NCTI sponsored certifications desirablePMP certification desirable or readily obtainable
Related Work Experience 7+ Years Business Operations Analysis experience 7+ Years Telephony experience 7-10 Years Project management experience overall 7-10 Years Telecommunications/cable industry experience 3 Years Large fiber project management experience (20+ locations) desirable 3 Years Managed fulfillment of customer base equaling $40+ million revenue desirable 2 Years Service Delivery Manager II or PMO II Experience

WORKING CONDITIONS Office environmentTravel as required
Job Code : CSD630 Sr Mgr, Srvc Delivery Ops Sup Exempt

Published 1 week ago
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