Manager, Service Delivery

About GTT:

GTT provides secure global connectivity, improving network performance and agility for your people, places, applications, and clouds. We operate a global Tier 1 internet network and provide a comprehensive suite of cloud networking and managed solutions that utilize advanced software-defined networking and security technologies.

We serve thousands of businesses with a portfolio that includes SD-WAN and other WAN services, internet, security, and voice services. Our customers benefit from a customer-first service experience underpinned by our commitment to operational excellence. For more information on GTT, please visit www.gtt.net.

Role Summary:
The Manager, Service Delivery – Project Management is accountable for the leadership and growth of a team of Project Managers for the implementation, delivery and activation of Managed Services and GTT Core Ethernet-based solutions projects for the Americas Division. The key need for this role is the individual’s ability to guide, manage and lead a Project Management team, ensuring the team meets critical Service Delivery performance metrics. This position is both vendor and client-facing and requires effective communication skills; risk management techniques; and issue management and resolution.

Job Scope/Supervision:
Interacts with Service Delivery Leadership at all levels; Service Delivery Coordinator and Project Management teams; Pre-Sales Support (Order Entry); Sales and Sales Engineering; multiple internal Engineering Teams (i.e., PNOC-IP, Design Engineering, Operational Engineering etc.); Supply Chain Management; Field Ops and Dispatch; and Activations, etc.

Duties and Responsibilities:

• Delivers consistent quality of services by developing and maintaining an environment that promotes excellence in all operations
• Leads team of professionals to ensure the rapid and accurate installation of ethernet services for new and existing client projects
• Manages multiple external and internal resources to meet critical milestones
• Possesses ability to identify, escalate, track and resolve Service Delivery issues quickly
• Ensures team owns and completes client communications on a regular basis, providing timely and accurate order/project delivery updates
• Ability to foster positive relationships with internal and external clients
• Demonstrated ability in team building and working across multiple organizations
• Accountable for consistently providing high levels of customer service in a cost-effective manner
• Must possess successful personnel management, including leading, developing, and corrective action
• Develops and implements strategies to achieve operational and financial objectives
• Monitors, analyzes and reports on projected financial outcomes
• Ability to define and meet SLAs and KPIs
• Ability to analyze customer feedback and provide solutions to complex issues
• Monitors and evaluates all business processes, making recommendations to increase efficiency
• Manages and directs compliance of company policies

Required Experience/Qualifications:

• Candidate must be highly organized, proactive and able to function in a fast-moving environment
• 3-5 years telecom experience required, 1 year management experience with direct reports
• Ability to multi-task and adapt in a fast-paced setting
• Bachelor’s degree preferred
• Project Management experience, high school diploma or general education degree (GED) is required
• Anticipates and analyses problems comprehensively, determining clear and appropriate alternatives or resolutions in parallel
• Proactive in nature; continually working to improve efficiency, performance and results
• Experience in IP Transit, DIA, SD-WAN, MPLS, VPLS, Ethernet, and Managed Service is required
• Strong background in provisioning and activation of transport/telecom services and data/cloud networking
• Must have excellent verbal and written communication skills
• Proficient in the use of MS Office software suite
• Enthusiastic and self-motivated with good organizational and communication skills
• A sense of urgency and an ability to convey this to peers, management and suppliers alike
• Attention to detail and highly structured approach to workload management
• Able to operate in a cross functional matrix-management environment
• Ability to work to tight deadlines in a high-pressure environment

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