Service Delivery Coordinator
About GTT:
GTT is a leading global provider of secure cloud networking solutions for multinational organizations. We design and deliver solutions that leverage advanced cloud, networking and security technologies. We complement our solutions with a suite of professional services and exceptional sales and support teams in local markets around the world. We serve thousands of national and multinational companies with a portfolio that includes SD-WAN, security, Internet, voice and other connectivity options. Our services are uniquely enabled by our top-ranked, global, Tier 1 IP backbone, which spans more than 260 cities on six continents. The company culture is built on a customer-first service experience reinforced by our commitment to operational excellence and continuous improvement in our business, environmental, social and governance practices. For more information, visit gtt.net.
Role Summary:
The Service Delivery Central team is composed of skilled individuals responsible for a range of disciplines. These include task allocation and coordination of work activities, service delivery and followup of delivery progress. Key interface points are the Customers, the RCSCs, Field teams, Provisioning engineers and Project Management teams. Efficient and timely coordination of activities across all teams is vital to ensure GTT’s customers receive the highest quality of service delivery.
Internal Departments they will interact with:
PNoc Engineers, others Service Delivery teams
Main Responsibilities:
The Service Delivery Coordinator will be responsible for delivering orders and ensuring services are delivered on time and to the specified quality.
The role will require matrix managing third party resources (internal & contracted).
Main Duties:
• Responsible for all deliveries assigned to him/her
• Manage third party resource (internal & contracted), ensuring that the customers’ orders are delivered on time and to the specified quality and customer requirements
• Communicate regularly with the customers, providing them with clear and regular updates during the whole the delivery life-cycle
• Escalate to his/her Line Manager as well as the Delivery Management team when needed (delivery at risk, customer complaint, etc.)
• Provide support and advice to other members of the Delivery Team
Ideal Candidate Profile:
General:
o 2 years’ experience in Telecommunications with a solid knowledge of the European markets.
o 2 years’ experience in Service Delivery or Project Management
o Technical qualification in an IT or Engineering discipline an advantage.
Delivery
• Hands-on Delivery experience
• Ability to clearly document dependencies and priorities
• Ability to effectively prioritize & matrix manage third party resources (internal & contracted)
Technology
• Knowledge of IP/Packet and Transmission (SDH, WDM) technologies.
• Proven knowledge of process and automation design in an operations environment.
Person Specification:
Communication Management:
• Excellent communication and presentation skills with very good written and oral skills in English.
• Ability to present ideas and facts in a convincing way, gaining commitment and support
People Management
• Ability to matrix manage others to achieve maximum results
• Personal focus on continuous improvement and innovation.
Soft skills
• Ability to gather, screen and interpret a wide variety of detailed information yet remain focused on the ‘big picture’.
• Strong flexibility & ability to perform effectively within changing environments
• Personal focus on continuous improvement and innovation.
• Ability to adapt to local conditions in a multi-cultural environment
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