Delivery Manager

The Delivery Manager is responsible for understanding and managing the implementation and activation of cloud networking services for GTT clients. The key need for this role is to understand the customer’s project, coordinate internal and external resources, manage 3RD party vendors, ensure valid network configuration, deployment of equipment, and coordination of tech dispatches to install services to meet critical client and internal timelines. The Delivery Manager will be main point of contact with the client to provide proactive updates and ensure to meet critical Service Delivery performance metrics.

Internal Departments they will interact with:

Service Delivery management team, Project Management teams, Order Assurance, Vendor Coordinators, Network Provisioning, Design Engineering, Sales, Solutions Architects, Supply Chain Management, Dispatch, and Finance

Main Responsibilities:

Initiates communication with clients via emails, Ethervision, and conference calls

Review the circuit design and proposed vendor solution to ensure the service is accurate and on an optimal path

Creates customized implementation trackers to be utilized for internal workload management and weekly client updates

Manages client expectations by consolidating and providing meaningful updates to external and internal customers

Communicates and coordinates with local onsite contact for access and installation

Tightly manages vendor installation to meet critical milestones and customer deadlines

Escalates and resolves vendor and internal issues quickly across all aspects of the installation process

Provides vendor updates and completes tasks for the Project Management team for projects

Coordinates and participates in activations with vendors, customers and internal teams

Ensures the procurement and tracking of GTT equipment shipment and tech installation to meet customer implementation timelines

Determines the estimated completion of services that will be used for revenue forecasting

Uploads documentation and maintains data in GTT’s internal system, CMD, to ensure accurate and timely handover of information to internal teams, Customers and Vendors

Bachelor’s Degree preferred; high school diploma or general education degree (GED) required

1-3 years telecomunications experience required

Strong verbal and written communication skills in English

Proficient in the use of MS Word, Excel, PowerPoint

Ability to stay calm in high pressure situations

Proactive in nature, works to identify ways to continually improve efficiency and results

Ability to multi-task and adapt in a fast-paced setting

Anticipates and analyses problems clearly and determines appropriate solution or alternatives

Hours/Travel/Shift:

Will need to support U.S. Working Hours with U.S. Holidays. The standard working week (Monday to Friday) for full-time employees is 40 hours per week. For example, 8 working hours per day excluding 1 hour for lunch on a working day and any applicable breaks as set.