Customer Service Delivery Project Manager

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

Overview

Overall Purpose

 

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

Responsibilities

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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