Delivery Manager

Job Description

GENERAL INFORMATION
JOB TITLE : Delivery Manager

DEPARTMENT - FUNCTION : Arelion Operations - Service Delivery & Procurement

TEAM : Service Delivery – Content

REPORTS TO : Head of Delivery - Content

OVERALL PURPOSE
What is Service Delivery? Service delivery is a component of business that defines the interaction between providers and clients where the provider offers a service, whether that be information or a task, and the client either finds value or loses value as a result. Good service delivery provides clients with an increase in value.

Service Delivery team mission statement is ; To be the dedicated engine responsible for delivering all network related orders across multiple product portfolios/technologies whilst securing customer experience by providing concise communication throughout the delivery cycle aligned to measurable and visible lead times to ensure that we deliver right first time - every time. We are empowered, excited and excellent in what we do.

About the Service Delivery team; The key word is Proximity – nearness is space, time and relationship. We may be far from each other yet so closely bonded, we embrace our cultural differences, we are colourful. Every customer is different and yet we treat them with the same degree of excellence. We care for each other and our customers.

JOB DESCRIPTION
The generic role of the Delivery Manager; reporting the Head of Delivery - Content; you will work as part of Arelion Service Delivery & Network Procurement unit, being the coordinating interface and end-to-end responsible for customer deliveries. The Delivery Manager owns the delivery of the customer order and is ultimately accountable for the delivery fulfilment, the quality and timely delivery of the service.

Key Responsibilities;

You will be responsible for customer deliveries end-to-end, i.e. communication to customers, suppliers and internal units, support system registrations and delivery escalations. You will also be involved when it comes to making process and system improvements; and encouraged to make recommendations

Day to Day tasks;

• Ensuring that required internal units receive their activities and tasks
• Supervise the order by continuous contact with involved internal units and suppliers.
• Provide continuous status updates and feedback on deviating issues to customer
• Follow-up with internal tasks and ensure completion.
• Ensure correct registration of all service components in support systems.
• Co-ordination of field engineers throughout delivery process including testing and service activation
• Lead troubleshooting when necessary with involved stakeholders
• Send documentation according to Arelion Delivery process to customer.
• Collect and store test protocols.
• Manage local tails, cross connects and CPE with suppliers
• Escalation of any issues that may affect the communicated RFS date
• Manage Early Life support for delivered service.
• Support Sales in customer meetings regarding delivery related questions

Additional tasks;

• Top customers have a dedicated Delivery Manager within the Service Delivery team. You will be part of an account team facing those customers together with Sales & Solution Engineers. This create a better relationship and your role will be to maintain and improve this with your assigned customer(s).
• Customer / internal meetings (physical, video or phone); be able to run a structured meeting and provide clear feedback
• Draft and define a project plan and be comfortable to present and walk customers through this as required

RELATIONSHIPS Key Internal Contacts:

• Arelion Networks
• GSO NW Transport Networks
• Arelion Customer Services
• Arelion Product Management
• Arelion Sales & Marketing
• Arelion Finance & Business Control
• Arelion Network Procurement

Key External Contacts: _ _

• Arelion customers, First Line Maintenance (FLM) and Installation and Commissioning (I-C) providers and network suppliers, i.e. access and colocation suppliers