Service Delivery Project Manager

The Company

Allied has served the Mid-Atlantic and Northeast Regions as a highly regarded, single source provider of managed Internet, cloud, network, and enterprise Unified Communications solutions since 1996. Amidst a telecom industry all-too-often known for poor customer service and slow resolution, Allied has long differentiated itself through personal client care, quick response times, and even (where possible) same day installations to "save the day" for clients. In doing so, we've built a reputation as a trusted technology partner who offers sophisticated technical expertise coupled with exceptional service. This client-focused approach to business is anchored in the simple words of our Core Values: Integrity, Stewardship, Empowerment, CaNI (Constant and Never-Ending Improvement), and Excellence. In the spirit of these Values, we strive to cultivate an environment and culture that encourages each member of our team to reach their Full Potential, and, in doing so, help Allied achieve and maintain its Full Potential as an organization.

Summary

The Service Delivery Project Manager is responsible leading several and sometimes simultaneous service delivery projects. This role ensures that the complete cycle of service delivery is finished on time and in accordance with Allied and industry best practices. They will be involved with planning, finalizing network designs, circuit ordering and provisioning, data / voice services provisioning and activation, technician installation, and order closure to start billing. Every project requires excellent internal and external customer communications and completion in a professional and organized manner.  

Key Areas of Responsibility

• Lead the Service Delivery team in the aligning of resources for the flawless execution of customer orders, as well as project management and project status reviews. Ensures that all issues related to a given Service Delivery project are resolved in a complete and timely manner 
• Manage multiple projects (Data and VoIP) through assigned Project Managers, Provisioners and Field Technicians
• Establish protocols and metrics for staff to follow on each project. Define installation procedures with other internal departments (Sales, Customer Care and Tech. Ops.) and work with each of them as the initial internal point of contact for status of existing orders
• Develop, maintain, and grow positive vendor relationships that meet Allied’s financial and service delivery needs
• Prepare reports for presentation to management regarding installation coordination efforts and tasks including order completions, LEC delays, inventory delays and customer delays. Recommend to management where improvements might be made to alleviate delays
• Ensure that all internal and external customer communications are performed in a prompt, courteous and continuous manner throughout the duration of each service delivery project
• Review all issues related to service delivery projects and develop an action plan to resolve them within Operations, Engineering and Sales departments
• Update of Allied’s systems, such as SalesForce, and ensure all other systems are updated with the service delivery project status
• Develop departmental project management training documents, including service delivery process flows, service delivery tasks lists, and project management guidelines and tips
  
  

Knowledge and Skills

• Experience managing multiple service delivery projects on tight deadlines
• Working knowledge of TCP/IP, Routing and Routing Protocols
• Ability to Configure CPE devices such as switches and routers

• Experience configuring / supporting hosted VoIP customers on the Broadworks platform [R14 – R17]. Working knowledge of VoIP protocols such as SIP, SCCP, and RTP
• Experience in provisioning best practices in a data and VoIP environment
• Experience in customer facing projects, communicating and negotiating with the executive level stake holders on the customer side
• Experience and skill in Change Control Management process and has a solid understanding and experience in managing Triple Constraints (Scope, Time, and Budget) on complex and dynamic projects
• Proven complex problem solving skills in Data and VoIP installation projects 

• Proven ability to balance strategic thinking, planning and execution activities
• Knowledge / experience with customer service systems and tools
• Self-starter, able to operate with minimal supervision
• Experience hiring, building, and working through managers / team leaders to build highly effective teams that include direct reports and/or non-direct reports 
• Experience building teams and programs rather than merely managing existing teams and programs

• PMP certification preferred

Allied’s Commitment

Allied has a commitment to its Community, Employees and Employees’ families. We offer outstanding benefits at a low cost – Health Insurance, FSA, HRA, 401(k), PTO, Holiday Pay, Employee Assistance, Training and "Give Back!" Programs are just a few of the perks! Allied is an equal employment opportunity (EEO) employer and evaluates applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Allied complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.