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Delivery Manager

  • Application Deadline: Aug. 26, 2022
  • Herndon +1 more
  • Application Deadline: Aug. 26, 2022
  • Herndon +1 more

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

Work with great people

Maarit Diridillou
Office Manager
"At Arelion you are surrounded by extremely talented people – it makes the work environment so inspiring!"
Tanuja Rameaux
Head of delivery content
"I love the cultural synergy within the company – it is unique. When you join us, you will feel it’s warmth!"
Sandrine Corbett
Human Resources Manager
"I feel I belong, and I really like the people I work with. This combination empowers me!"
Fabio Bottan
Account Manager
"What I really like about Arelion is the support we get from the company when we promote different ways to do business."

Skills & Requirements

SPECIFIC AREAS OF EXPERTISE - ESSENTIAL

  • Must have previous experience of working in a Service Delivery environment within a telecommunications’ company
  • Passion for client satisfaction and customer service
  • Project management experience is very advantageous
  • Record of project management/service delivery success
  • Strong and current awareness of external trends and best practice
  • Excellent analytical & organisational skills
  • High level of documentation, presentation & communication skills)
  • Ability to work across borders and boundaries (cross-cultural awareness)
  • Comfortable to work unsupervised and alongside Arelion’s key content customers

SOFT SKILLS - ESSENTIAL

  • Good team player
  • Excellent communication skills – verbal and written
  • Flexible, open to changes
  • Being initiative & convincing
  • Competent planning and organisational skills
  • Self disciplined and able to work on own initiative
  • Ability to problem solve and rationalize when under pressure

LANGUAGE SKILLS - ESSENTIAL

  • Fluent English (written and spoken)
  • Additional language is a plus

EXPERIENCE - ESSENTIAL

  • A minimum of five (5) plus experience in Service Delivery within the telecommunications’ industry
  • Expertise in DWDM (see “Expertise” part)
  • Expertise in Infrastructure (fibre and colocation) project
  • Good understanding in telecommunications’ other technologies such as IP, Ethernet, Fibre and Colocation alongside knowledge in network build and design
  • Field engineer experience – installation / commissioning / troubleshooting is a plus

EXPERTISE - DESIRABLE

  • Ethernet & IP Services (Layer 2, DIA, SD WAN, Cloud…)
  • DWDM Technology / Equipment certification
  • Field engineer background (equipment installation, circuit turn up, patching)
  • Infinera (DNA) & Ciena (OneControl, Site Manager) Management system knowledge

EDUCATION

  • Post-secondary education/university degree is desirable
  • Experience of working to ITIL framework, or a similar project management framework, would be very advantageous
  • Customer Care/Facing experience is essential

SPECIAL REQUIREMENTS

  • Stress resistant and able to manage a high work alongside achieving challenging objectives
  • High motivation in order to keep overview and assure successful finalization of all tasks under time pressure

Great Place to Work

  • Flexible working hours

  • Hybrid workspace

  • Health & Wellbeing

  • A healthy work – life balance approach

  • Diverse workplace

  • Equal Opportunity Employer

About the company

From humble beginnings in the early 1990s, we have become connectivity partner of choice to the world’s largest content providers, operators and enterprises. In the past, our network laid the very foundations of the Internet revolution and today it’s enabling digitalization throughout business and society.

Arelion, formerly Telia Carrier, is owned by Polhem Infra, a Swedish investment company backed by some of the largest Swedish public pension funds. We started building our network in 1993, when our Autonomous System, AS1299, was allocated, and we’ve grown organically ever since. Our network now stretches 70,000 kms across Europe, North America and Asia and lets you connect directly to more than 2,300 wholesale customers in more than 125 countries. With more than 450 local access partners around the world, we are the backbone of your business, wherever you are.


2022Telia Carrier is now Arelion

2020Telia Carrier acquired by Polhem Infra

2019Expands US East Coast corridor with capacity options that bypass Manhattan into Secaucus NJ

2018Direct Cloud Connect to top 5 Clouds in the US and EU

2017Collaborates with Facebook and Coriant on TIP Voyager Open Optical Network

2015Telia Carrier Internet backbone ranked no. 1 first time

2013First with 100G in both US and Europe

2011Successfully completes world’s first terabit optical trial

2000First carrier to offer cross-border mobile data roaming

1999First carrier to offer cross-border services for gaming

1998First carrier to sell wavelengths

1993AS1299 was born

Tanuja Rameaux | Contact Person

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