Manager

Scope: The Project Delivery Manager is responsible for the delivery of technical projects across the United States and it territories as well as Canada. They will have direct responsibility for team that may include project managers and project coordinators. They will work to ensure all customer and internal metrics are being met and customers have a high degree of satisfaction. This position interacts with all internal departments to facilitate compliance with documented processes and corporate directives and goals. This is a deeply involved manager role requiring hands on work and managing a project workload independently as well as leading the team.Responsibilities:FunctionalManage and direct the activities of customer-facing Optus project resourcesWork with the service/sales teams to identify customer requirements, identify the appropriate technical resources to deliver those requirements, and manage project deliverables and timelinesEngage directly with all team members to ensure they have the right systems, tools, and training to successfully carry out their responsibilities Review reporting to ensure all customer SLAs and internal metrics are being met or remediation plans are in place if they are not being metIdentify trends in customer activity or department activity that require action; develop and execute plans to address Work with management to identify and define process-specific information needed to improve and augment our existing policy, procedures, and work instructionsCreate documentation and provide training on processes and policiesCollect, review, and analyze information in order to make sound recommendationsAssist in the development and review of project SOWs Develop project plans and schedules necessary for the successful completion of projects and rolloutsWork “hands on” and maintain an independent case load as well as support the team with their work. Must be able to stand in for any absent team memberModel appropriate behavior in regard to Optus' Core Values and Code of Ethics policies and supports Optus' team approach to quality to drive Optus forwardOther duties or tasks as assigned by managementLeadershipInstruct direct reports on job duties and arrange for training to be provided to meet the continued demands of the organizationEngage with customers via follow up calls, service reviews or on-site visits to ensure customer satisfaction Efficiently manage personnel resources to maximize productivity and quality resultsFacilitate team meetings, intervene as necessary to keep the team's goals and results consistent with company direction, and work with the team members to develop their full potentialHold regular meetings (including one-on-ones) to discuss issues, changes, improvements, and strategies that affect the group and/or the company. Initiate and conduct personnel actions such as discipline, performance evaluations, and trainingProvide direct reports with guidance on handling difficult or complex problemsDrive improvement through suggestion processes, process improvement teams, and root cause analysisResponsibility For Work of Others:Direct supervision over --- Project teams of 6-10 direct reportsRequirements:Bachelor's degree (BA/BS) or equivalent experience3-5 years of management experience. Prefer experience in a progressive, technically oriented environment overseeing engineering or project management teamsProject Management certification preferred (CAPM, PMP, or equivalent)Sales engineering or solutions architecture experience desired Broad technical background (telephony, contact center, enterprise networking, wireless networking, infrastructure cabling, cybersecurity, IT managed services, audio visual, IT infrastructure) preferred Experience utilizing Microsoft Office products including Word, Excel, PowerPoint, Visio, Project and OutlookAttention to detail and great organizational skills Must be a team player with a positive attitude and able to demonstrate excellent customer service skillsThis position requires the successful candidate to be able to multi-task, work within externally developed deadlines, and respond promptly and efficiently to changeMust have a high sense of urgency and self-driven to exceed customer expectationsUp to 10% travel requiredPhysical Demands/Working Conditions: Occasional travel to offsite customer locations as needed. Ability to read, write, and communicate both orally and written to external and internal customers and employees. Normal vision and normal hearing with or without correction. Ability to lift and/or carry up to 25 lbs. periodically throughout workday. Ability to stand, walk, climb stairs, sit in one place, squat and kneel continuously throughout day. Ability to reach, bend, and twist continuously throughout day. Ability to use hands for gripping and squeezing, as well as repetitive hand and wrist motions. Ability to work together effectively and professionally with internal and external customers.Powered by JazzHRsaFKiEXkSe