• Service Delivery

Responsibilities

• Create order
• Submit order
• Track order to closure
• Interface between Customer and Internal Functions/ Departments
• Act as the Customer’s SPoC
• Ensure customer’s requirements are well articulated and satisfied
• Work towards achieving maximum customer satisfaction
• Track milestones against interval dates and notification
• Access Management
• Provisioning
  • order sent
  • FOC received
  • Circuit jeopardy
  • Circuit delivered
• VHID / VHID association Customer hardware inventory tracking
• CE implementation
• Equipment ship (Hardware shipment and logistics)
• Coordinate install (Provisioning and coordination)
• Billing Start Date & customer notification
• Proper close-out of all tickets

Other Tasks

• Send Weekly status update on all circuits (update status tracker spreadsheet for each customer)
• Major milestones documented in Siebel Notes
• Escalate all major jeopardy to Client Support Manager
• Validate disconnects and Billing end date
• Ensure service disconnects are completed and records updated (validate with Provisioning)
• Ensure Dashboard View is properly reflecting new locations, LCON (Local Site contact), support contacts, escalations, etc.
• Monthly report of service changes to validate billing.
• Manage technical delivery resource assigned to virtual project team.
• Ensure full hand over into support is achieved successfully prior to full customer acceptance.
• Ideal candidate will also have PM experience in a weak-matrixed organization where the ability to establish relationships with separate functional department resources will be key to project success.
• Work under a controlled and structured project management framework that follows industry standards (PMI) and meets customer requirements.
• Effective change management control within projects.
• Provide timely and accurate reporting as specified.
• Proactively manage and resolve project issues, risks and conflicts.
• Ensure that all projects are delivered within scope, time, budget and quality.
• Attend Weekly Project Review meetings

Pre-Requisites

• Have managed mid level projects
• Have interacted with foreign customers, especially US based
• Familiar with MS Project and MS office, especially Excel, word, and power point
• Familiar with Telco related IT terms
• Familiar with Cisco, Avayya, IT-Security related products
• Have a flare for taking notes, be a good listener
• Have good planning skills
• Have a yearning for learning
• Ready to work during US shift timings
• Familiar with foreign culture

Requirements

• Pursuing PMP / PMP trained, ITIL trained
• 5 -6 years experience
• Any Graduate degree
• Excellent verbal and written communication skills