euNetworks

  • Customer Service Delivery Project Manager

    Job Locations DE-Frankfurt
    Job ID
    2017-1052
    Category
    Field Services & CSD
    Position Type
    Permanent Full-Time
  • Overview

    euNetworks is a European provider of bandwidth infrastructure services. We focus on delivering scalable, fibre based products and solutions to a customer base that is at the centre of technology transformation. Our customers require fibre based data centre to data centre connectivity, both within the key cities in Europe and between these cities, supporting both their bandwidth growth and the performance requirements that their applications demand. Our customers’ needs shape how we develop our network further.

    We own and operate 14 dense fibre based metropolitan city networks. These are connected with an intercity backbone covering 49 cities in 15 countries. Our metro networks are in London, Manchester, Dublin, Amsterdam, Rotterdam, Utrecht, Paris, Frankfurt, Cologne, Dusseldorf, Stuttgart, Munich, Hamburg and Berlin.

    euNetworks leads the market in data centre connectivity, directly connecting over 350+ in Europe today, with further data centres indirectly connected. We are also a leading cloud connectivity provider, connecting 14 cloud platforms; and have a growing presence in the developing macro-cell and small-cell market for fibre connectivity. Our product set of Fibre, Wavelengths and Ethernet is bundled to deliver bandwidth solutions for our customers, from euTrade to Cloud Connect, DC Connect and euSpectrum.

    Responsibilities

    Overall Purpose

     

    Responsible for the project management of customer services and ensuring the implementation meets customer expectations and business revenue requirements. 

     

     

    Main Responsibilities

     

    • Testing and deployment of customer orders across the euNetworks product portfolio & network
    • Order acceptance and verification of customer orders traversing euNetworks footprint as well as leased third party services including de-activation of services
    • Provide customers with exceptional service ensuring regular communication of progress, risks & issues and responding to their needs rapidly
    • Manage implementation of customer orders to meet customer expectations and deliver order revenue in line with business commitments
    • Manage customer orders to meet or exceed internal metrics, providing regular reporting on order status including risk management and jeopardy resolution
    • Ensure complete end to end ownership of each customer order by actively managing all internal and external suppliers, identifying risks and raising appropriate escalations or expedites to mitigate against these risks;
    • Assist in the process of continuous improvement by being involved in redesign & implementation of optimised processes and relevant service improvement plans.
    • Order and manage delivery of third party leased capacity.
    • Manage and implement all Customer moves, changes and migrations within the network, adhering to any network and change control processes.
    • Implement disconnection of cancelled services, communicate disconnection requirements to third party capacity providers and manage disconnection end to end.
    • Carry out documentation of Customer services within Inventory System.
    • Update SalesForce & NIM to reflect latest service updates as well as latest Customer service records.

    Qualifications

    Education, Professional Skills and Experience

     

    • Experience of optical networks architecture – Fibre/DWDM
    • Understanding of layer 3 IP and internet routing protocols
    • Understanding of Ethernet and Layer 2 transport protocols
    • Process Management
    • Project Management
    • Excellent Customer relationship management skills
    • Excellent communication skills
    • Proven experience in a Telecommunications or related service industry
    • Proven experience in delivering successful projects through cross-functional teams as well as 3rd party contractors and external suppliers
    • Has operated in an environment which required an understanding of complex technologies
    • Industry experience preferred but not essential

     

    General Skills, Competencies and Disposition

    • High level of organisational and prioritising skills
    • Excellent communication skills
    • Analytical and problem solving skills
    • Ability to motivate a team
    • English & German language skills are required

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