Aderen People

Detalle Oferta

Delivery Manager

Contrato

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ID de Job Opening 1746
Duración del proyecto meses Largo Plazo
Idiomas Español, Ingles
Área de conocimiento
Habilidades PMO
Tarifa Candidato No definida
Descripción del empleo

SEEKING:  Delivery Manager


Responsibilities


Delivery Management

 

● Execute on the complete N&T service life-cycle from receipt of demand, quote, negotiation,

change implementation, financial information for customer invoicing, and hand-over to the

Network Operations teams.

 

● Utilize the GIO's service catalog and Network & Telecoms agreements to provide the

necessary services to customers.

 

● Transform business and functional needs into detailed technical solutions and quotes,

including knowledge of main routing, switching and wifi products.

 

● Take direction on demand management and deliveries based upon the prioritization of the

N&T Service Delivery Manager. Where necessary, escalate urgent matters (e.g., customer

incidents) to the N&T Service Delivery Manager and liaise with the customer to ensure

continuity of the relationship.

 

o Projects are to be delivered within estimated costs and contingent delays, and in

coordination with GIO guidelines (e.g., BIS Partnership, Performance & Continuous

improvement,etc.).

o Demands/Requests are to be delivered in accordance with SLAs (to be defined by the

N&T Service Delivery Manager and customer, as needed).

 

● Track demands, projects, and requests that have been assigned with the ITSM tool, executed

per the Cost Informed to Customer and billed per the existing process.

 

● Liaise with the N&T Service Delivery Manager to report on activity, progress, costs, issues, and

resolutions required. Track and report financial performance (relative to budget).

 

● Be proactive in escalating any Customer issue related to the scope, proposing solutions to

address and mitigate.

 

● Provide reporting to customers to ensure that all key actors have all necessary and up-to[1]date information on the delivery of services.

 

Delivery Process

 

● Ensure the service delivery activity based upon the N&T Service Delivery Manager’s

prioritization and demand management; accurately manage KPI tracking and measurement,

and act as a key representative for customer satisfaction.

 

● Operate with a focus on customer service and innovation, implementing best practices to

improve financial and operational performance of the business.

 

● Execute according to the service delivery plan to support Network & Telecom objectives in

the Americas Hub and handle day-to-day operations according to organizational routines

(with employees and vendors) to support the overall service delivery activity:

 

o Qualify the customer's requests, needs and contexts.

o Identity needs for ITSM evolution and escalate critical needs to the N&T Service

Delivery Manager.

 

● Ensure the service delivery plan and services are delivered in compliance with GIO Network &

Telecom processes and commitments. Ensure process consistency has been maintained across

the Americas Hub.

 

● Adjust service management processes and implement governance to deliver superior

operational network & telecom performance.

 

o Determine the frequency and content of metric reporting required

o Contribute to best practices and tools for service delivery management and

operations

 

Contract Management

 

● Coordinate N&T contracts with suppliers and internal customers in the Americas Hub as

directed by the N&T Service Delivery Manager, in close coordination with global N&T teams,

IT teams in the Americas Hub and GIO Service Lines.

 

● Assess and report on N&T vendor performance against the responsibilities outlined in

contracts and statements of work; take note of critical contractual shortfalls to the business

that can be addressed by the N&T Service Delivery Manager.

 

● Execute service delivery with vendors (e.g., hardware, software, or service), outsource partners,

IT team members, internal customers in the Americas, and other stakeholders based on

expectations outlined by the N&T Service Delivery Manager.

 

 

Competencies and Profile


Education Requirements

 

● Bachelor’s degree (or equivalent experience in within the field of Information Technology)

General Requirements

● Fluency in English is mandatory (additional language capabilities are a plus).

 

Critical Competencies

 

● Strong knowledge of WiFi and routing.

 

● Previous experience with cloud based telephony solutions.

 

● Experience of US and Canada carrier networks and management required.

 

● Strong knowledge of managing requests and changes in ServiceNow.

 

● Ability to assess the efficiency and compliance of a technical solution.

 

● Proactivity and awareness of the GIO N&T service catalog and remain informed of any

changes that may impact service delivery,

 

● Knowledgeable of all relevant processes (e.g., PMO, quotation, ordering, acceptance, change

management, and asset management) and applies this to day-to-day work.

 

● Strong interpersonal skills are required, such as autonomy and a proactive mindset.

 

● Manage own priorities between the different projects according to customer and

management needs.

 

● Excellent oral and written communications, with an ability to organize, present and discuss

technical information with personnel across geographies.

 

● Ability to liaise with a Manager and report on progress using KPIs and other

measurement/metrics.

 

● Travel may be occasionally necessary to Air Liquide locations related to the different

managed projects

 

● Occasional work outside of normal business hours may be required to supervise network

changes in sensitive environments

 

 

WE OFFER: 

·         Permanent Contract

·         Salary: According to experience provided

·         Location:  Colombia

 



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