Senior Service Implementation Manager

7 days ago

Tampa, Florida, United States Virtual Full time

Job Description:



The Manager of Service Implementation at Virtual oversees the delivery of telecommunications solutions to clients. This position requires leadership in project management, with a focus on customer service, service delivery, provisioning, and strong communication across cross-functional teams. The role involves enhancing administrative and operational processes in line with organizational policies, ensuring timely and efficient delivery of services.



Key Responsibilities:


  • Lead and manage teams responsible for telecom service implementation.
  • Oversee service provisioning, customer onboarding, and maintain high standards of delivery.
  • Act as the main point of contact for clients during the implementation phase, ensuring strong relationships and customer satisfaction.
  • Manage project escalations and troubleshoot service delivery issues.
  • Ensure industry standards and company procedures are followed.
  • Provide leadership for process improvement in service delivery and customer service.
  • Develop and manage processes for tracking orders, resource allocation, and project timelines.
  • Oversee pre/post-sales relationship management and ensure a smooth transition to support teams after service delivery.
  • Maintain CRM systems and project tracking tools.
  • Manage out-of-scope changes and maintain communication with internal stakeholders.
  • Review legal contracts and agreements, providing recommendations.
  • Provide periodic activity reports to leadership and customers.


Requirements:


  • 3+ years of project management experience (familiarity with tools like Microsoft Project is preferred).
  • 3+ years of management experience in a customer-facing role.
  • 5+ years of experience in customer service within telecommunications.
  • Expertise in telecommunications service delivery and provisioning.
  • Strong leadership, team management, and communication skills.
  • Ability to manage escalations and work across teams in a fast-paced environment.


About Virtual:



Virtual is a leading provider of telecommunications solutions. We are committed to delivering exceptional service and building long-lasting relationships with our clients.


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