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Project Delivery Manager

4 months ago

Jonesboro, United States Optus Full time

Are you ambitious, eager to learn, good at de-escalation, and dedicated to serving customers?


Do you have a proven track record of experience in a customer-facing Service leadership position? Then this just might be the job for you


We're searching for our next great leader to fill our Project Delivery Manager role.


In this position, you will manage our Project Management team while also taking on projects of your own. Therefore, someone with telecom project experience is preferred.


Come work for one of Arkansas' Best Places to Work.


If you're interested in this role, please take just a few minutes to apply.


Scope: The Project Delivery Manager is responsible for the delivery of technical projects across the United States and its territories as well as Canada. They will have direct responsibility for a team, which may include project managers and project coordinators. They will work to ensure all customer and internal metrics are being met and customers have a high degree of satisfaction. This position interacts with all internal departments to facilitate compliance with documented processes and corporate directives and goals. This is a deeply involved manager role requiring hands on work and managing a project workload independently as well as leading the team.


Responsibilities:


Functional

Manage and direct the activities of customer-facing Optus project resources

Work with the service/sales teams to identify customer requirements, identify the appropriate technical resources to deliver those requirements, and manage project deliverables and timelines

Engage directly with all team members to ensure they have the right systems, tools, and training to successfully carry out their responsibilities

Review reports to ensure all customer SLAs and internal metrics are being met or remediation plans are in place if they are not being met

Identify trends in customer activity or department activity that require action; develop and execute plans to address

Work with management to identify and define process-specific information needed to improve and augment our existing policy, procedures, and work instructions.

Create documentation and provide training on processes and policies

Collect, review, and analyze information in order to make sound recommendations.

Assist in the development and review of project SOWs

Develop project plans and schedules necessary for the successful completion of projects and rollouts

Work “hands-on” and maintain an independent caseload as well as support the team with their work.

Must be able to stand in for any absent team member

Model appropriate behavior in regard to Optus' Core Values and Code of Ethics policies and supports Optus' team approach to quality to drive Optus forward

Other duties or tasks as assigned by management


Leadership

  • direct reports on job duties and arrange for training to be provided to meet the continued demands of the organization.
  • with customers via follow up calls, service reviews or on-site visits to ensure customer satisfaction
  • manage personnel resources to maximize productivity and quality results.
  • team meetings, intervene as necessary to keep the team's goals and results consistent with company direction, and work with the team members to develop their full potential.
  • regular meetings (including one-on-ones) to discuss issues, changes, improvements, and strategies that affect the group and/or the company.
  • and conduct personnel actions such as discipline, performance evaluations, and training.
  • direct reports with guidance on handling difficult or complex problems.
  • improvement through suggestion processes, process improvement teams, and root cause analysis.


Responsibility For Work of Others:

Direct supervision over --- Project teams of 6-10 direct reports


Requirements:

Bachelor's degree (BA/BS) or equivalent experience

3-5 years of management experience. Prefer experience in a progressive, technically oriented environment overseeing engineering or project management teams.

Project Management certification preferred (CAPM, PMP, or equivalent)

Sales engineering or solutions architecture experience desired

Broad technical background (telephony, contact center, enterprise networking, wireless networking, infrastructure cabling, cybersecurity, IT managed services, audio visual, IT infrastructure) preferred

Experience utilizing Microsoft Office products including Word, Excel, PowerPoint, Visio, Project and Outlook

Attention to detail and great organizational skills

Must be a team player with a positive attitude and able to demonstrate excellent customer service skills

This position requires the successful candidate to be able to multi-task, work within externally developed deadlines, and respond promptly and efficiently to change.

Must have a high sense of urgency and self-driven to exceed customer expectations

Up to 10% travel required


Physical Demands/Working Conditions:

Occasional travel to offsite customer locations as needed. Ability to read, write, and communicate both orally and written to external and internal customers and employees. Normal vision and normal hearing with or without correction. Ability to lift and/or carry up to 25 lbs. periodically throughout workday. Ability to stand, walk, climb stairs, sit in one place, squat and kneel continuously throughout day. Ability to reach, bend, and twist continuously throughout day. Ability to use hands for gripping and squeezing, as well as repetitive hand and wrist motions. Ability to work together effectively and professionally with internal and external customers.