Delivery Project Manager

Job Description

KEY RESPONSIBILITIES

The generic role of the Delivery Project Manager; reporting to the Head of Service Delivery Team; you will work as part of Arelion Service Delivery unit, to bring on your knowledge/competence into the Delivery organization. You will take on delivery projects, special projects, support the business, also drive process improvement as necessary.

Key Responsibilities;

You will support the Delivery organization in technical queries and also take on delivery projects with higher technical complexity. You will be required to be the coordinating interface and responsible for customer deliveries. The Delivery Project Manager will own the delivery of the project and will ultimately be accountable for the delivery fulfilment, the quality and timely delivery of the service.

You will be responsible for projects 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 drafting and initiating process and system improvements; and are encouraged to make recommendations where possible. You will be responsible to drive and plan the project, reporting on progress and outcome of the project.

Day to Day tasks;

• Support the Delivery organizations on their technical queries.
• Take on delivery projects and ensure 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 as 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
• Work as an advisor and cooperate with Operation Developers within Customer Operations.
• Work closely with Product Management when new products are going to be launched and inform Delivery about the very same
• Responsible for organizing trainings or conducting them to Delivery coordinators for new and existing techniques and for documenting guidelines for how to handle special solutions.

Additional tasks;

• You may be involved in the whole service life cycle to generate value for our customers.
• Top customers have a dedicated Delivery Project Manager within the Service Delivery team. You may be part of an account team facing those customers together with Sales & Solution Engineers. This creates 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.
• Define non-standard processes and align them within the organization.
• Assist in reporting and demonstrate ability to follow up on high order volumes simultaneously by adopting appropriate tools.

COMMUNICATION

CONTEXT

Key Internal Contacts:

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

Key External Contacts:

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

FRAME

Provide information, exchange and influence.

INNOVATION

SCOPE

In this position, you are expected to adapt to the fast-evolving Telecom environment. Using your expertise, you are expected to collaborate with your colleagues to generate innovative ideas. For example, this can be to simplify an input to a process or a totally new idea to positively influence our customers’ experience.

You will be required to identify gaps and suggest ideas on how to address them by creating synergies with other colleagues.

FRAME

Within own work area and across functions and Arelion Company