New Directions IT Staffing

We are looking for a Manager, Service Delivery.  Could you expertly carry out the following?

  • Identifies process improvement initiatives to support Commercial Business goals and revenue objectives, makes recommendations, and executes change to improve order management systems & processes to meet quality product delivery & customer service quality standards.
  • Partners with sales leadership, network and field operations, and key stakeholders to drive outstanding customer experience, maximize revenue, & achieve product delivery efficiency.
  • Drive quality processes to ensure correct billing of services.
  • Drive improvements in team productivity to optimize orders handled, drive low install intervals, and exceed customer expectations.
  • Develops/executes strategies to standardize best practices and optimize workflow to enhance technical & operational performance.
  • Planning, evaluating, implementing, & continuously improving the order process, recognizing the impact it has on the credit & collection functions and processes.
  • Ensures Order Management & Sales Support organization aligns.
  • Collaborates with product managers to ensure the Order Management team has a thorough understanding of new products and provides product feedback.
  • Acts as a key point of contact for Commercial Business Sales personnel and Senior Leadership for sales order management business processes, reports organizational performance metrics, including product roll-out, order processing, project management activity, process efficiency, and customer satisfaction.
  • Develops, motivates, and coaches teams towards operational excellence.
  • Drive improvements as a project management team focused on service delivery.
  • Partner with marketing.
  • Analytics & tracking. 
  • Report, analyze & resolve system, customer, and operational issues. 
  • Support & promote company & departmental sales, service, and quality initiatives to increase revenue & deliver customer delight.

The appropriate individual will have the following experience:

  • Telecommunications industry focus supporting voice, data, and video services.
  • PMP and ITIL certification preferred.
  • People & Project management expertise.
  • Customer-facing with the ability to build and maintain effective working relationships to ensure business objectives are supported, communicated, & executed.
  • Excellent verbal and written communications skills, including the ability to maintain effective communications with a geographically diverse team.
  • Experience developing & coaching team members from a transactional approach to a professional project management approach. 
  • Understand broadband service offerings (voice, data infrastructure, video, and managed services) and effectively communicate that technology to customers.
  • Must possess strong analytical skills

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About Us

We are a boutique staffing firm (i.e. you are never just another resume to us). We pride ourselves on being able to give both our clients and contractors the one-on-one attention they deserve.

 

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