Project Manager, Service Delivery
Employment Type : Full-Time
Overview:General Purpose:The Project Manager position will play a key role in the growth and expansion of the entire customer solution offerings to include the entire suite of Managed and Business Services products at TPx Communications. This position will manage the orders to deliver the entire customer sold solution of TPx UCx, MSx, and Managed Connectivity Services to small, mid-size businesses to include government, education and medical institution type customers. This role is primarily responsible for delivering the final installation of a customer solution from time of Quality Assurance approval to the handoff to required support teams. The full implementation process will be managed on a per customer basis.
Reports To (Supervisor/Manager): Service Delivery Management Team
Direct Reports: None
Essential Duties and Responsibilities:
- This role will deal primarily with small to medium scale businesses deploying services to one or more locations. Regular updates will be given to customer contacts via email or phone call depending on customer preferences.
- This individual will need to possess a basic understanding of all TPX products and services. Regular interaction with the solutions architect and other technical teams will be required to assist customers with technical questions/issues should they arise.
- This individual will need to be familiar with all escalation paths and be able to utilize them for assistance to ensure the customer experience remains positive should escalation be required.
- This role is the owner of the customer’s entire service delivery experience and final turnup and delivery of their installed products, services, equipment, disconnected services (if reconfiguration or move), approval of changes, and confirmation to ensure customer satisfaction and proper billing.
- This role will successfully guide and manage orders through the Implementation process by ensuring proper scheduling with the customer and their vendors, and utilization of the required technical assigned resources.
- This process includes managing the customer delivery date expectation, any necessary OSS order entry to capture the customer’s order status, any simple feature customizations that do not require specialist involvement, the coordination of all necessary schedules per order (customer vendors, technical resources/engineering, field operations, sales rep or Solutions Architect (as required), warehouse, etc.)
- This role will be responsible for managing the entire project to ensure a successful transition to TPX services and smooth transition from the provisioning and installation process to the downstream service organizations.
- Coordinate and monitor and manage provisioning milestones (rejections, pending orders, etc.)
- Coordinate and oversee the date/time of porting/turn up
- Perform any clean up or follow up activities (changes, etc.) upon request of the customer or Solutions Architect during the order process.
- Coordinate all installation activities, equipment shipments, technicians, and vendors both internally and externally as needed.
- This role will conduct all Customer Interactions to include but not limited to:
- Provide regularly scheduled progress updates to all internal and external stakeholders
- Set implementation expectations
- Confirm ordered services
- Coordinate times and dates
- Conduct a post implementation review for Customer approval
- Conduct proper handoff to Dash Billing
- Provide post order support prior to final close and handoff
- This role will update documentation and process tracking in various internal systems (i.e. Dash, FX) accurately and timely.
- Track and monitor process through Retail Support Handoff.
- This role will own the activities associated with the disconnect of services removed as a result of a Reconfiguration or Move order; regardless of system.
- This role may support customers from any TPx geographic area or sales channel.
Peripheral Duties:
- Other Duties as Assigned.
Desired Minimum Qualifications:
- BA or BS degree desired.
- Minimum of two (2) year’s project management experience required.
- Minimum of five (5) years voice, data and/or internet industry experience required.
- Any equivalent combination of education and experience, with additional experience substituting for the required college level training or a year for year basis.
Necessary Knowledge, Skills, and Abilities:
- Basic computer, keyboard and mouse utilization, including various software applications, internal order database management systems, MS Word and MS Excel.
- Fundamental working understanding of voice, data and internet customer application requirements.
- Good analytical and problem-solving ability for issue resolution.
- Must be comfortable working in an accountable environment.
- Highly organized, must be able to handle multiple tasks with speed and accuracy.
- Must be capable of prioritizing activities and scheduling to obtain effective results.
- Excellent customer and vendor relationship management skills.
- Ability to work independently.
- Strong oral, written communication and presentation skills.
- Ability to take ownership from introduction to installation.
- Ability to manage flexible hours per customer needs and related project milestones.
- Must possess strong time management skills.
- Strong verbal and written communicator.
- Demonstrate analytical capabilities with attention to detail.
- Proficient in MS Excel, MS Word, and MS PowerPoint.
- Proficient in order or project management methodologies.
- Must be a team player, able to handle ambiguity, anticipate and react to changes quickly in a fast-paced environment.
- Must have a strong work ethic.
Special Requirements:
- Must be available for afterhours and on-call support.
Tools and Equipment Used:Personal computer, telephone, printer, fax and copier.
Physical Demands:
- The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to walk; use hands to finger, handle, or operate objects, tools, or controls; and reach with hands and arms.
- The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.
Work Environment:
- The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Selection Guidelines:Formal application, rating of education and experience; oral interviews and reference check; job related tests may be required.
The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.
The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.