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Service Delivery Analyst

Responsible for coordinating service delivery to coax commercial projects to enable a professional and positive on-boarding experience for the customer. This role will be a critical link between local field operations and other operating groups. This person must have an excellent ability to influence internal and external key stakeholders and build consensus. Develop and maintain strong relationships with all Sales channels, Technical Operations, Construction, Dispatch, Customer Care, Network Operations Center (NOC) and Engineering. Responsible for analyzing and monitoring on-boarding performance metrics (site surveys, installation timeframes, completion rates), aiding in new project launches and interfacing with external customers.

Effectively communicate with customer regarding project status and clearly set expectations about potential risks to project cost and schedule

Develop and maintain a collaborative working relationship with key stakeholders within the management area, operating groups and corporate services

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

Coordinate with Supply Chain to ensure timely delivery of equipment required for installation

Monitor Sales Force activity for valid new orders in funnel and status updates for field readiness, and provide pending installation reports to stakeholders

Investigate order fallout and perform related customer communications as necessary

Understand and support local budget, strategic initiatives and annual goals

Potential to manage fulfillment activity across multiple markets

Ensure agreed upon policies, processes and procedures are adhered to

Engage with Sales, Sales Engineers and Network Engineers to understand network designs, service level agreements and delivery dates to meet customer expectations

Monitor each phase of all projects (site survey, installation, pending and rescheduled installs, etc.) and work with responsible groups to maintain established targets

Provide response to status inquiries regarding all phases of the projects including ROE requests, SOW requests, pre-buries and schedule status

Monitor additional metrics as identified

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 read, write, speak and understand English
Ability to manage multiple projects at simultaneously, prioritize and organize effectively, show judgment to make decisions and solve problems under pressure
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 communicate with customers in a professional and courteous manner
Ability to define key performance indicators/metrics
Ability to document, prepare and present data-driven presentations
Ability to use personal computer and software applications (i.e. word processing, spreadsheet, Visio, MS Project, etc.)
Technically capable to define specific product requirements
Technical understanding of service providers/MSO network architectures and technologies
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 and data network element activation requirements
Knowledge of general accounting and billing procedures

Bachelor’s degree in business or technical discipline or equivalent experience

Related Work Experience Number of Years
Business operations analysis experience 3
Telephony experience 2
Project management experience 5
Telecommunications/cable industry experience 2

Certifications and/or Licenses
BICSI or SCTE NCTI sponsored certifications
PMP certification

Office and field environments
Travel as required