GENERAL SUMMARY The primary purpose of the Service Delivery Manager is to act as the primary point of contact for Remote Managed Service Delivery. The SDM ensures contract compliance by confirming that customer Service Level Agreements are met, improving customer satisfaction resulting in customer loyalty and revenue growth. The incumbent must maintain a strong comprehension of and exhibit knowledge in Data, Optical, and Voice management, which includes telecommunication concepts, principles, procedures, policies, standards and focusing on value added solutions. PRIMARY RESPONSIBILITIES • Manage customer and Property Management relationship from property construction start through individual unit activation and grow existing account base through real-time support to CNXN customers and Property Management. • Manage daily activities including Daily reporting of property construction thru NOC acceptance, Quality control of contractor installations, Head End and IDF Maintenance, Development Escalations, Marketing Property event assistance. • Participate and review all Regional Reports to ensure CNXN SLA's are met daily. Evaluate project and provide reports to Regional Director and Field Supervisors as needed, Identify potential problems and issues and escalate as needed. • Make certain that risks associated with service delivery are closely managed and communicated with Senior Management. Communicate with customers and interdepartmental teams to resolve delays or service issues. Evaluate processes on a continuous basis to ensure smooth workflow of Regional properties. • Monitor scheduled Contractor's schedule daily and report daily all late/missed appointments to the Regional Director. Work closely with the Contractor Field Supervisors to insure installation standards are met and all deficiencies are corrected in a timely manner thru a QC process. Perform related duties which are appropriate and necessary as required with developments.
EXPERIENCE
Previous experiences working Telecommunications Subcontractors; ability to communicate effectively with all levels of senior management; 2 years+ in Installation Operations.
EDUCATION BS/BA Degree or equivalent experience COMPETENCIES - Excellent written and verbal communications skills
- Proven organizational, leadership, and project management skills
- Customer and results orientation with the ability to multi-task
- High degree of proficiency in basic computer applications including Excel.
- Superior teamwork, leadership, and problem solving
Key Tasks • Develop and maintain certification programs involving, but not limited to: low voltage wiring, networking, video cable systems, and voice services. • Development of training design around emerging systems that engineering will hand off to operations. • Collaborate with Field Operations, Contractor, NOC, Engineering, Call Center and Provisioning teams to clarify new training opportunities. • Work within the organization to publish a technical guide in the absence of formal training. • Develop and assist with training a structured program designed for learning from incidents, QA meetings to identify preventative measures. • Work with VP of Field Operations, Director of NOC and Call Center Management to ensure Technicians are trained and evaluated in related areas in accordance to the company personnel policies. • Develop a Connexion Certification Program on our three primary services (Voice, Video & Data). This program should be built for both internal and external employees. Responsibilities • Develop learning objectives, based on the outcomes of the training. • Participate in analysis and develop training content. • Develop assessment items and ultimately create the story boards and student guides that will be used in the lesson. • Maintain a clear vision and grasp of new technologies and standards • Work within approved budgets • Ability to write clearly and with use imagination and initiative • Provide cross-functional training across teams to create consistency around communication regarding issues back to the architecture, design and development functions in Network, Product and Systems Engineering groups. • This position would require 25% travel
Skills • Demonstrated experience and business acumen necessary to help the operations leadership team create the right vision and direction for the operations organization. • Proven ability to know when to stay the course with strategies that make good long term sense, but also recognizing when it is time to change. • Strong communication and presentation skills through multiple delivery methods (online, live, written) • Documented experience creating a high performance environment by consistently and constantly communicating vision and strategy and connecting that to team member's individual performance. • Ability to interact with employees at all levels within the organization will be necessary for success in this role. • Significant knowledge of network operations and service delivery on large scale complex networks and background in Operations & Engineering fields • Broad knowledge of IP provisioning concepts including DDNS, DNS, DHCP; server and data base management; knowledge of provisioning and related applications. Knowledge of the following routing protocols: RIP, OSPF, BGP, HSRP; knowledge of CIDR,UDP, TFTP,DHCP,NAT/PAT,SIP, MGCP, DNS; knowledge of signaling protocols (SS7, etc). Knowledge for QoS, distributed server infrastructure in support of VoIP services, IP Security concepts including well-known services, ports, and protocols.
Education/Training - Bachelor's degree in Education, Computer engineering or related technical field; the equivalent in work experience. Advanced degree preferred.
Experience • 5+ years of direct, relevant and recent experience. | 
