Service Delivery Manager / Senior Manager (Provisioning & POTS)

Job Description for Manager / Senior Manager

ESSENTIAL DUTIES AND RESPONSIBILITIES (W.R.T. Provisioning Team):

This position is primarily responsible for understanding, initiating, and managing required forms and responses with various telecommunication carriers for ILEC/CLEC facility requests including T1, Pri, ADI, HSIA, Ethernet, OCN, IXC, Pots, did's Broadband, VOIP, Fiber.

• Prepare and submit Access and/or Local service requests (ASR/LSR/SI) to carriers and ILECs for the ordering of loop, transport, cross-connect, Ethernet NNI and/or Services that are listed above.
• Monitor work-in-progress, in all pertinent databases for timely performance of procedures and activities related to the delivery of service within established intervals both internal and external.
• Communicate with carriers for critical dates and other relevant information pertinent to installation including current status and upcoming milestones and expected time/date for the next update.
• Initiate appropriate levels of escalation, both internally and externally, on orders in jeopardy of missing due dates.
• Maintain internal databases with current information regarding the status and progress of in-flight orders. This includes but is not limited to dates, order numbers, circuit IDs, FOC documentation, etc.
• Support and/or participate in the organization's continuous process improvement/enhancement efforts.
• Responsible for providing accurate feedback to Service Delivery Management regarding process improvement and proposed changes to internal procedures.
• Special projects as assigned and as business needs require.
• Able to load Mac/IMEI into Netsapiens / Broadsoft switch to ensure equipment registers also using OEM (Original Equipment Manufacturers Portals such as ZTP (Zero Touch Provisioning)
• Participates in status calls with carriers/vendors as needed.
• Escalates orders & vendor/carrier when appropriate,
• Acts as back up for all Provisioning Analyst positions as assigned.
• Identifies opportunities for process improvements that will result in demonstrated increases in production quality, efficiency, or quantity.
• Creates, Maintains, and Updates internal documentation as necessary.
• Acts as 1st level internal resource to assist team members in performing duties and providing expertise as needed.
• Maintains the acceptable standards of efficiency and quality established by the company to ensure customer satisfaction.
• Adheres to all policies, practices, and standards of the Company and our clients to ensure good order and discipline on the production floor.
• Graduation is must; At least 10 years of experience or more in telecommunications provisioning, project management, or order management preferred; or equivalent combination of education and experience.
• Must have technical aptitude with telephony knowledge, including basic understanding of wireline telecommunications technologies and terminology
• Thorough knowledge of Flightcase IT Services specific applications including VOM, BOSS, SharePoint, COM, Telecare, QuickBasic, Loki, and available vendor/LEC portals (GUI) is necessary.
• Responsible for hiring Provisioning Team members.
• Responsible for performance of all Team members.
• Responsible for performance review plan and feedback sessions with Team members.
• Provisioning support to ensure all order requests are processed and completed within defined time line and protocols.
• Vendor Management, weekly calls with client side, work with Senior Leadership on strategic directions.
• High degree of time management, and organizational skills needed to ensure timely and accurate completion of projects and flexibility to address customer issues.
• Must maintain high reliability, thoroughness, and attention to detail. Good follow-up skills needed to ensure accurate completion of customer requests.
• Provisioning Team should be able to cover 24/7 hours operation (rotational or night shifts)

ESSENTIAL DUTIES AND RESPONSIBILITIES (W.R.T. POTS Team):

• Manage the order life cycle for different types of orders for POTS line.
• Manage the order flow in different queues and eventually distribute it effectively among the team members to work them.
• Serve as a Primary Point of contact in the US region for escalations from internal team’s/ business colleagues or clients regarding Service Delivery issues.
• Assess the urgency and impact of escalated issues and ensure proper escalation procedures are followed.
• Monitor and ensure compliance with SLA and Service Delivery Matrix which includes response time, resolution time and customer satisfaction.
• Proactive escalations from time to time to various vendors to keep a check on the missed SLAs.
• Maintaining a thorough check on urgent / priority orders and adding time bound comments onto the corporate system.
• Manage customer expectations by communicating on a regular basis with all order delivery updates.
• Prepare weekly reports on projects to be presented to the client on their scheduled weekly meetings.
• Work closely with customer project managers on large scale enterprise deployments to meet customer’s unique requirements.
• Meet Productivity and Quality standards.
• Knowledge transfer to the team regarding various vendor portals to ensure smooth order flow.
• Review team performance and provide them timely feedback on the same.