Service Delivery Coordinator

3 days ago

Pune, India GTT Communications Full time

Role Summary:
The Service Delivery Coordinator is responsible for understanding and managing the implementation and activation of cloud networking services for GTT clients. The key need for this role is to understand the customer’s project, coordinate internal and external resources, manage 3RD party vendors, ensure valid network configuration, deployment of equipment, and coordination of tech dispatches to install services to meet critical client and internal timelines. The SDC will be main point of contact with the client to provide proactive updates and ensure to meet critical Service Delivery performance metrics.

Internal Departments they will interact with:
Service Delivery management team, Project Management teams, Order Assurance, Vendor Coordinators, Network Provisioning, Design Engineering, Sales, Solutions Architects, Supply Chain Management, Dispatch, and Finance

Main Responsibilities:

- Review the circuit design and proposed vendor solution to ensure the service is accurate and on an optimal path
- Creates customized implementation trackers to be utilized for internal workload management and weekly client updates
- Manages client expectations by consolidating and providing meaningful updates to external and internal customers
- Communicates and coordinates with local onsite contact for access and installation
- Tightly manages vendor installation to meet critical milestones and customer deadlines
- Escalates and resolves vendor and internal issues quickly across all aspects of the installation process
- Provides vendor updates and completes tasks for the Project Management team for projects
- Coordinates and participates in activations with vendors, customers and internal teams
- Ensures the procurement and tracking of GTT equipment shipment and tech installation to meet customer implementation timelines
- Determines the estimated completion of services that will be used for revenue forecasting
- Uploads documentation and maintains data in GTT’s internal system, CMD, to ensure accurate and timely handover of information to internal teams, Customers and Vendors

Qualifications:

- Bachelor’s Degree preferred; high school diploma or general education degree (GED) required
- 1-3 years telecomunications experience required
- Strong verbal and written communication skills in English
- Proficient in the use of MS Word, Excel, PowerPoint
- Ability to stay calm in high pressure situations
- Proactive in nature, works to identify ways to continually improve efficiency and results
- Ability to multi-task and adapt in a fast-paced setting
- Anticipates and analyses problems clearly and determines appropriate solution or alternatives

Hours/Travel/Shift:
Will need to support U.S. Working Hours with U.S. Holidays. The standard working week (Monday to Friday) for full-time employees is 40 hours per week. For example, 8 working hours per day excluding 1 hour for lunch on a working day and any applicable breaks as set.

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