Senior Technical PM

Service Delivery Manager

Work hours - Day shift

This is a high-visibility customer-facing role requiring excellent technical breadth and soft-skills.

• Guide and assist with high priority cross functional projects focused on voice and data network experience integrations, and improvements

• Support coordination for identified Line Of Business (LOB)
• Coordinates transition of ticket management to standard operating procedures for identified LOB
• Identify key technical partners and services per LOB
• Develop and execute an escalation channel intake method
• War Room liaison for P1/P2
• Monitoring for proactive outreach
• Provides project oversight for infrastructure changes, technology enhancements and user experience
• Post-mortem review and continuous improvement techniques
• Partner across team to create and deliver service management operational playbook

• Develop formal communication channel(s) with specified LOBs
• Establish relationships for each LOB with Business leaders and IT partners
• Provide and/or guide LOBs to self-service Capabilities
• Offer training/knowledge to LOB stakeholders
• Conduct office hours and roadshows with identified LOB's to understand customer needs and drive self-service and user education
• Be the voice of the customer cross-functionally
• Socialize rebranding of Platinum support, outline and walkthrough standard operating procedures to previous customer base
• Set expectations with technical owners based on availability metrics
• Establish a partnership with LOB aligned teams

• Create Executive operational readout per LOB
• Establish baseline of Network Security and Internet Services and Operations Service Management (Server Support) incident ticket priorities (P1-P5) for each LOB
• Deliver action plans to Service Level Owners, leadership, Network Services, and Server Support teams to deliver enhanced user experience
• Engage with Change Management and Problem Management functions to influence resolution
• Measure LOB customer experience via Net Promoter System or Customer Satisfaction surveys
• Provide summary of upcoming changes or business impacting projects to LOB stakeholders
• Monitor trends for increased customer pain points
• Leverage monitoring and alerting tools for real time impact avoidance to deliver proactive solutions
• Peak Season readiness

The ideal candidate will be highly motivated, and have previous experience in IT project management, especially with integrating acquired entities into the processes and standards of the acquiring company. The candidate will be an excellent communicator and presenter with previous experience working as a technology consultant or in other customer-facing roles in a cross-function, matrixed environment. The candidate will be able to prioritize their customers and workload to deliver an excellent customer experience.

• 3+ years of Project or Program Management experience
• 2+ years of experience managing technology-specific projects
• 3+ years of experience with spreadsheet software (IE. MS Excel, Smartsheets, etc) for data analysis and charting
• 3+ years working in a process improvement capacity with the ability to provide process visualizations leveraging a tool like Microsoft Visio.
• 3+ years of experience working with presentation software (IE. Microsoft PowerPoint)
• 1+ year(s) of direct user/customer-facing contact and communications with the ability to successfully communicate technical concepts to non-technical audiences.

• 2+ years of merger and acquisition (M&A) integration experience either managing projects or implementing technology transitions for acquired entities.
• 1+ years of experience supporting or managing data network projects and initiatives
• 2+ years of experience working in an ITSM/ITIL environment
• Previous experience measuring and improving customer loyalty and/or experience (NSP/CSAT) leveraging concepts like "closing the loop", user/customer persona, and journey maps.

There will be 2 rounds of video interview plus 1 Tp1 HCL interview.