Wholesale Service Delivery Director
Posted on Nov 5, 2020 by Nitel
You are responsible for Nitel's wholesale service delivery strategy and execution which includes service delivery excellence [SLAs], customer satisfaction [NPS], team management and development, capability and capacity management, and championing operational excellence via Nitel's Service Vision. You lead with a customer lens, ensuring that the service delivery architectures and infrastructure enable and support the overall customer experience.
You manage and direct your team to complete orders and provide communications as per Nitel's documented processes and work to continually improve the process. You will address all customer escalations for the team and will work cross-functionally to provide a positive and seamless customer experience. You stay current and relevant with the ever-changing service delivery technology landscape, bringing innovative thinking to the team and the technology organization.
what you'll do
Direct the strategy and execute Nitels service delivery model.
Deliver accurate, timely, and relevant updates to key stakeholders regarding planned and unplanned technical business disruptions.
Maintain a clear view of the team's assignments and responsibilities to effectively manage workload.
Proactively monitor the team's performance, create meaningful goals to help direct reports advance along their desired care paths, and provide additional mentorship/training as needed.
Encourage innovation, creative thinking, and efficiency within the team while managing quality and risk.
Collaborate with internal stakeholders and establish business critical system KPIs and monitor, track, report and modify plans, as appropriate, to deliver high levels of service and support.
Identify recurring implementation interruptions and issues, drive root cause analysis, and resolve via appropriate corrective and preventive actions
Conduct regular service delivery reviews, leveraging operational dashboards and analytics to understand areas of service excellence and service gaps; proactively identifying and implementing appropriate actions to address service gaps.
Identify and drive process improvements and efficiencies, including Back Office activities and service delivery via process standardization, process automations, and work centralization.
Develop trusting partnerships with key stakeholders across all business segments.
Serve as an escalation point for critical business service delivery related matters.
Monitor and adjust service delivery processes to ensure service level agreements (SLAs) are achieved.
Proactively solicit and action customer feedback to improve service levels, productivity, and customer satisfaction.
Mentor and grow a team of high-performing client project managers.
Provide guidance and structure for new hires and team training on new products and/or delivery methods
what you'll bring to succeed
Bachelor's Degree in a related field in Information Technology, Computer Science, related discipline or equivalent experience.
10+ years of telecom, technology and related management experience
At least 3 years of experience working with cross-functional teams and staff of all levels including managed service providers.
Strong business partnership and collaboration skills
Strong servant leadership skills - natural behavior of affiliative, visionary, coaching
Excellent verbal and written communication skills
Proven analytical and decision-making skills
Operational focus with a continuous improvementand innovative mindset
The ability to be a change agent