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Company

EOS IT Solutions · 2 days ago

Service Delivery Manager

Austin, TX

Full-time

Remote

Senior Level

$100K/yr - $110K/yr

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Responsibilities

Lead cross-functional teams in the planning, execution, and completion of network installation projects, ensuring alignment with project goals and objectives.

Develop comprehensive project plans, including scope, schedule, budget, resource allocation, and risk management strategies, to drive successful project outcomes.

Establish and maintain strong relationships with internal stakeholders, external vendors, and subcontractors, fostering collaboration and communication throughout the project lifecycle.

Oversee resource allocation, including personnel, equipment, and materials, to optimize project efficiency and ensure timely project delivery.

Implement rigorous quality control measures to ensure that network installations meet Google's standards, specifications, and regulatory requirements.

Identify potential risks and issues proactively, develop mitigation plans, and implement corrective actions to minimize project disruptions and ensure project success.

Monitor project budgets, track expenses, and identify cost-saving opportunities while ensuring adherence to financial guidelines and reporting requirements.

Prepare and present regular progress reports, status updates, and performance metrics to project stakeholders, leadership, and other relevant parties.

Lead post-project reviews and lessons learned sessions to identify process improvements, best practices, and opportunities for innovation to enhance future project execution.

Qualification

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Enterprise networks deploymentRouting protocolsGlobal team managementProcess improvementChange control managementCustomer success programsSLA managementExecutive leadership experienceService management principlesService Review MeetingsData driven approachConfidential information management

Required

Experience managing a technical team globally, with experience supporting and deploying enterprise networks

Ability to convey complex issues within production networks running dynamic routing protocols to the customer

Technical knowledge of routers, switches, routing protocols and circuit troubleshooting

Experience with process improvement and systems development, leveraging automation to streamline repetitive workflows

Experience with managing change control processes and maintenance activity in a 24x7 production environment

Excellent communication skills and ability to work in a global team environment

Develops programs focused on enhancing customer success plans that outline critical metrics / KPI's for success and potential issues, and provide recommendations

Responsible for Service Review Meetings, QBR's, SLA and escalation management

Manage the customers' expectations to deliver an exceptional customer experience in line with agreed SLAs

Ability to communicate effectively with the customer and their decision makers and other team members

Proactive and data driven

Previous experience as a executive level leader in a similar environment

Excellent organizational skills

Able to manage sensitive and sometimes confidential information

Self-motivation and able to take responsibility

Able to manage and prioritize and tasks and time efficiently

Able to demonstrate initiative and a proactive approach to daily tasks

Strong influencing, negotiation and decision-making skills

Proven track record in making sure that an efficient service delivered exceeds expected customer expectations