Delivery Project Manager, Arelion, Herndon, VA
Arelion -
Herndon, VA,
US
Delivery Project Manager
Date Posted: 2024-06-20
Job description
Let's introduce ourselves first:
What is Service Delivery?
Service delivery is a component of business that defines the interaction between providers and clients where the provider offers a service, whether that be information or a task, and the client either finds value or loses value as a result. Good service delivery provides clients with an increase in value.
Service Delivery team mission statement is ; To be the dedicated engine responsible for delivering all network related orders across multiple product portfolios/technologies whilst securing customer experience by providing concise communication throughout the delivery cycle aligned to measurable and visible lead times to ensure that we deliver right first time - every time. We are empowered, excited and excellent in what we do.
About the Service Delivery team; The key word is Proximity - nearness is space, time and relationship. We may be far from each other yet so closely bonded, we embrace our cultural differences, we are colourful. Every customer is different and yet we treat them with the same degree of excellence. We care for each other and our customers.
Is it you below? just apply!
The generic role of the Delivery Project Manager; reporting to the Head of Service Delivery Team; you will work as part of Arelion Service Delivery unit, to bring on your knowledge/competence into the Delivery organization. You will take on delivery projects, special projects, support the business, also drive process improvement as necessary.
Key Responsibilities;
You will support the Delivery organization in technical queries and also take on delivery projects with higher technical complexity. You will be required to be the coordinating interface and responsible for customer deliveries. The Delivery Project Manager will own the delivery of the project and will ultimately be accountable for the delivery fulfilment, the quality and timely delivery of the service.
You will be responsible for projects end-to-end, i.e. communication to customers, suppliers and internal units, support system registrations and delivery escalations. You will also be involved when it comes to drafting and initiating process and system improvements; and are encouraged to make recommendations where possible. You will be responsible to drive and plan the project, reporting on progress and outcome of the project.
Day to Day tasks;
You will be required to identify gaps and suggest ideas on how to address them by creating synergies with other colleagues.
What is Service Delivery?
Service delivery is a component of business that defines the interaction between providers and clients where the provider offers a service, whether that be information or a task, and the client either finds value or loses value as a result. Good service delivery provides clients with an increase in value.
Service Delivery team mission statement is ; To be the dedicated engine responsible for delivering all network related orders across multiple product portfolios/technologies whilst securing customer experience by providing concise communication throughout the delivery cycle aligned to measurable and visible lead times to ensure that we deliver right first time - every time. We are empowered, excited and excellent in what we do.
About the Service Delivery team; The key word is Proximity - nearness is space, time and relationship. We may be far from each other yet so closely bonded, we embrace our cultural differences, we are colourful. Every customer is different and yet we treat them with the same degree of excellence. We care for each other and our customers.
Is it you below? just apply!
The generic role of the Delivery Project Manager; reporting to the Head of Service Delivery Team; you will work as part of Arelion Service Delivery unit, to bring on your knowledge/competence into the Delivery organization. You will take on delivery projects, special projects, support the business, also drive process improvement as necessary.
Key Responsibilities;
You will support the Delivery organization in technical queries and also take on delivery projects with higher technical complexity. You will be required to be the coordinating interface and responsible for customer deliveries. The Delivery Project Manager will own the delivery of the project and will ultimately be accountable for the delivery fulfilment, the quality and timely delivery of the service.
You will be responsible for projects end-to-end, i.e. communication to customers, suppliers and internal units, support system registrations and delivery escalations. You will also be involved when it comes to drafting and initiating process and system improvements; and are encouraged to make recommendations where possible. You will be responsible to drive and plan the project, reporting on progress and outcome of the project.
Day to Day tasks;
- Support the Delivery organizations on their technical queries.
- Take on delivery projects and ensure that required internal units receive their activities and tasks
- Supervise the order by continuous contact with involved internal units and suppliers.
- Provide continuous status updates and feedback on deviating issues to customer
- Follow-up with internal tasks and ensure completion.
- Ensure correct registration of all service components in support systems.
- Co-ordination of field engineers throughout delivery process including testing and service activation
- Lead troubleshooting as necessary, with involved stakeholders
- Send documentation according to Arelion Delivery process to customer.
- Collect and store test protocols.
- Manage local tails, cross connects and CPE with suppliers
- Escalation of any issues that may affect the communicated RFS date
- Manage Early Life support for delivered service.
- Support Sales in customer meetings regarding delivery related questions
- Work as an advisor and cooperate with Operation Developers within Customer Operations.
- Work closely with Product Management when new products are going to be launched and inform Delivery about the very same
- Responsible for organizing trainings or conducting them to Delivery coordinators for new and existing techniques and for documenting guidelines for how to handle special solutions.
- You may be involved in the whole service life cycle to generate value for our customers.
- Top customers have a dedicated Delivery Project Manager within the Service Delivery team. You may be part of an account team facing those customers together with Sales & Solution Engineers. This creates a better relationship, and your role will be to maintain and improve this with your assigned customer(s).
- Customer / internal meetings (physical, video or. phone); be able to run a structured meeting and provide clear feedback
- Draft and define a project plan and be comfortable to present and walk customers through this as required.
- Define non-standard processes and align them within the organization.
- Assist in reporting and demonstrate ability to follow up on high order volumes simultaneously by adopting appropriate tools.
- A minimum of five-ten (5-10) plus experience in Service Delivery within the telecommunications' industry
- Proven understanding in telecommunications' r technologies such as Ethernet, WDM, IP, Fibre and Colocation alongside knowledge in network build and design
- Ability to think out of the box
- Experience on live Service Troubleshooting
- Field engineer experience - installation / commissioning is a plus
- Post-secondary education/university degree is desirable
- Experience of working to recognized framework (ITIL, SCRUM), or a similar project management framework is a big plus
- Fluent English (written and spoken) is essential
- Additional language is a plus
- Ethernet & IP Services (Layer 2, DIA, Cloud...)
- DWDM Technology / Equipment certification is a plus
- CCNA or above is a plus
- Customer Care/Facing experience is desirable
- Stress resistant and able to manage your work alongside achieving challenging objectives
- High motivation in order to keep overview and assure successful finalization of all tasks under time pressure
- Good knowledge of popular coding languages (eg. SQL, Python, Java) and agile frameworks (eg. GitHub)
You will be required to identify gaps and suggest ideas on how to address them by creating synergies with other colleagues.
- Must have previous experience of working in a Service Delivery environment within a telecommunications company
- Passion for client satisfaction and customer service
- Project management experience is a must
- Record of project management/service delivery success
- Strong and current awareness of external trends and best practice
- Excellent analytical & organisational skills
- High level of documentation, presentation & communication skills)
- Ability to work across borders and boundaries (cross-cultural awareness)
- Comfortable to work unsupervised and alongside Arelion's key customers