Manager, Service Delivery

About GTT:

GTT provides secure global connectivity, improving network performance and agility for your people, places, applications, and clouds. We operate a global Tier 1 internet network and provide a comprehensive suite of cloud networking and managed solutions that utilize advanced software-defined networking and security technologies.

We serve thousands of businesses with a portfolio that includes SD-WAN and other WAN services, internet, security, and voice services. Our customers benefit from a customer-first service experience underpinned by our commitment to operational excellence. For more information on GTT, please visit www.gtt.net.

Role Summary:
The Manager, Service Delivery – Project Management is accountable for the leadership and growth of a team of Project Managers for the implementation, delivery and activation of Managed Services and GTT Core Ethernet-based solutions projects for the Americas Division. The key need for this role is the individual’s ability to guide, manage and lead a Project Management team, ensuring the team meets critical Service Delivery performance metrics. This position is both vendor and client-facing and requires effective communication skills; risk management techniques; and issue management and resolution.

Job Scope/Supervision:
Interacts with Service Delivery Leadership at all levels; Service Delivery Coordinator and Project Management teams; Pre-Sales Support (Order Entry); Sales and Sales Engineering; multiple internal Engineering Teams (i.e., PNOC-IP, Design Engineering, Operational Engineering etc.); Supply Chain Management; Field Ops and Dispatch; and Activations, etc.

Duties and Responsibilities:

• Delivers consistent quality of services by developing and maintaining an environment that promotes excellence in all operations
• Leads team of professionals to ensure the rapid and accurate installation of ethernet services for new and existing client projects
• Manages multiple external and internal resources to meet critical milestones
• Possesses ability to identify, escalate, track and resolve Service Delivery issues quickly
• Ensures team owns and completes client communications on a regular basis, providing timely and accurate order/project delivery updates
• Ability to foster positive relationships with internal and external clients
• Demonstrated ability in team building and working across multiple organizations
• Accountable for consistently providing high levels of customer service in a cost-effective manner
• Must possess successful personnel management, including leading, developing, and corrective action
• Develops and implements strategies to achieve operational and financial objectives
• Monitors, analyzes and reports on projected financial outcomes
• Ability to define and meet SLAs and KPIs
• Ability to analyze customer feedback and provide solutions to complex issues
• Monitors and evaluates all business processes, making recommendations to increase efficiency
• Manages and directs compliance of company policies

Required Experience/Qualifications:

• Candidate must be highly organized, proactive and able to function in a fast-moving environment
• 3-5 years telecom experience required, 1 year management experience with direct reports
• Ability to multi-task and adapt in a fast-paced setting
• Bachelor’s degree preferred
• Project Management experience, high school diploma or general education degree (GED) is required
• Anticipates and analyses problems comprehensively, determining clear and appropriate alternatives or resolutions in parallel
• Proactive in nature; continually working to improve efficiency, performance and results
• Experience in IP Transit, DIA, SD-WAN, MPLS, VPLS, Ethernet, and Managed Service is required
• Strong background in provisioning and activation of transport/telecom services and data/cloud networking
• Must have excellent verbal and written communication skills
• Proficient in the use of MS Office software suite
• Enthusiastic and self-motivated with good organizational and communication skills
• A sense of urgency and an ability to convey this to peers, management and suppliers alike
• Attention to detail and highly structured approach to workload management
• Able to operate in a cross functional matrix-management environment
• Ability to work to tight deadlines in a high-pressure environment

Our Commitments: Commitments drive the speed and relevance required to transform our culture and deliver extraordinary value to our customers. By embracing these commitments together, we create a thriving environment where we lift each other up and achieve mutual success.

• Adaptive Mindset: We meet change head-on to build the capabilities we need now. We take personal ownership of our professional development to keep pace with change and actively drive it.
• Collective Impact: We treat innovation as a team sport, working powerfully together to create extraordinary impact. We collaborate openly and with a shared purpose and amplify our unique human strengths to solve complex challenges that technology alone cannot.
• Customer Ownership: We own our customers’ success, whether an internal stakeholder or an external client. We take full accountability, anticipate their needs and create smooth experiences to build trust with every touchpoint. In an automated world, personal ownership is GTT’s competitive edge.

EEO Statement

GTT provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, GTT complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

GTT expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of GTT’s employees to perform their job duties may result in discipline up to and including discharge.