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Mgr, CB Service Delivery I

Manager, Commercial Business Service Delivery I*Posting Job Description

Develop and maintain a collaborative working relationship with key stakeholder within the key market area (KMA), shared services, operating groups and corporate services

Understand and support local KMA budget, strategic initiatives and annual goals

Excellent ability to manage multiple projects at one time, prioritize and organize effectively, show judgment to make decisions and solve problems under pressure

Ensure project timelines are met on both coax and fiber projects

Implement and maintain agreed upon policies, processes and procedures

Evaluate work load and capacity planning as it relates to customer delivery dates

Customer interface during on-boarding process of fiber and large coax projects, work closely with sales support and service activation teams

Engage with sales, sales engineers and network engineers to understand network designs, service level agreements and delivery dates to meet customer expectations

Partner with the carrier and large complex fiber project management team and assist with coordination of local resources, both in-house and contractor

Oversee the ordering of equipment, processing of capital requests and purchase orders; monitor inventory of customer premise equipment

Ensure the NOC and other network support teams have all necessary information for the turn-up and ongoing support of fiber customers

Monitor daily install status and completion rates; work with technical operations to maintain established targets

Monitor 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

Coordinate required training between corporate and KMA for network technicians and installers

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

Skills/Abilities and Knowledge
Ability to analyze and interpret data
Ability to multitask in a role with little supervision and many demands from various business units
Ability to communicate orally and in writing in a clear and straightforward manner
Ability to communicate with all levels of management and company personnel
Ability to define key performance indicators / metrics
Ability to document, prepare and present data-driven presentations
Ability to show judgment and initiative and to accomplish job duties
Ability to supervise and motivate others
Technically capable to define specific product requirements
Technical understanding of service providers/MSO network architectures and technologies
Cross-functional management skills
Knowledge of broadband coax and optical products and services
Knowledge of process and project management in a Broadband business
Knowledge of all functions and related tasks in the area of telephony service delivery
Knowledge of telephony products and services
Knowledge of IP network architecture and equipment
Knowledge of telephony & data network element activation requirements
Knowledge of general accounting and billing procedures

Bachelors degree in business or technical area or equivalent experience

Related Work Experience Number of Years
Business Operations Analysis experience 3
Telephony experience 3
Project management experience 5-7
Telecommunications experience 5-7

Large fiber project management experience (5+ locations) desirable 2
Managed fulfillment of customer base equaling $20+ million revenue desirable 2

Certifications and/or Licenses
PMP certification desirable or readily obtainable
BISCI or SCTE NCTI sponsored certifications desirable

Office environment
Travel as required