Service Delivery Manager

Job Summary:

The role of the Service Delivery Manager involves overseeing the installation of various systems and processes essential for efficient operations, including Coordinators, Circuit Design, and Order Entry. They will manage the entire Service Delivery process, identifying opportunities for improvement and streamlining procedures where possible. With a focus on quality, they will analyze the impacts of their teams' work and continually seek ways to enhance efficiency and effectiveness. The Manager will also play a key role in vendor relationships and actively participate in product development initiatives to ensure seamless integration with Service Delivery processes.

Competencies:

• Explain and interpret company policy and values; connect Logix values to everyday work
• Hire, motivate team; coaching and employee development; focus on helping others to be productive
• Plan, allocate resources, follow budgets
• Make recommendations that align with strategy
• Ensure team is engaged and doing fulfilling work
• Lead team in primary functional activities that support the compay's value chain
• Improve customer's perception of the team
• Explain concepts to teammates and listen to respond
• Predict risks and escalate before they occur

Supervisory Responsibilities:

• Creates and maintains performance reviews of all direct reports.
• Manages the budget.

Logix Culture:

Each team member has a responsibility to support and operate in alignment with our culture and company values. The behaviors and actions for each value may be different depending on the team member’s role and are critical to both the success of team members and the company.

Duties/Responsibilities:

• Installs Coordinators, Circuit Design, Order Entry/ACD/Port Out and Data/Voice Provisioning.
• Manages the end-to-end Service Delivery process and procedures and makes recommendations to improve and outsource where possible.
• Analyzes the up and downstream impacts of the teams they manage to ensure quality output.
• Continuously evaluates process improvements to gain efficiencies across the Service Delivery organization.
• Assists COGs team with projects as required.
• Creates, tracks and reports status on Operational Metrics both for the department and individual employee that support the area of responsibility.
• Creates and tracks metrics for off net vendor’s performance as needed.
• Understands vendor relationships to facilitate escalations with 3rd party vendors as needed to ensure Logix SLAs and interval expectations are met.
• Participates in Product Development as needed to assure Service Delivery can order, manage, provision and bill new products.
• Performs other duties occasionally as requested by Leadership or as business needs dictate.

Required Skills/Abilities:

• Learns all aspects of the job by attending seminars/ classes, reading instruction manuals, on-the-job-training, etc.
• Demonstrates creative and organizational skills in order to work through projects producing accurate and effective end results.
• Collects data, establishes facts, defines problem(s), and evaluates seriousness of problem(s).
• Maintains a positive attitude towards customers, co-workers and management.
• Maintains honesty and integrity in all circumstances.
• Manages time effectively.
• Professional and effective oral and written communication skills.
• Familiar with Microsoft Office applications such as Outlook, Word, Excel, PowerPoint, Teams.
• Ability to operate a motor vehicle. Must have valid motor vehicle operator’s license and a responsible driving record.
• Excellent knowledge of networking along with Logix Fiber Networks data and voice platforms.
• Ability to travel to other markets for special projects or training.
• Good interpersonal skills.
• Good project management skills.

Education and Experience:

• Preferred college degree in business or telecommunications or five years of related communication experience in the telecom industry.
• Leadership or Team Lead Experience Required.

Physical Requirements:

• While performing the duties of this job, the employee is regularly required to speak clearly and listen effectively.
• Must be able to sit for long periods of time.
• Standing and walking are necessary.
• Must be able to lift items up to 10 lbs.
• Specific vision abilities required by this job include close vision, distance vision, and peripheral vision.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 5 years

Schedule:

• 8 hour shift

Application Question(s):

• Do you have prior Leadership/Team Lead experience?
• Do you have at least 5 years of experience in the Telecommunications industry?

Ability to Relocate:

• Houston, TX: Relocate before starting work (Required)

Work Location: In person