The Director of Service Delivery will monitor, analyze, and implement improvement solutions for all processes relating to on-time delivery, budget objectives, and tracking of sold fiber orders. The incumbent will act as the primary liaison for customers, executives, department heads, and network partners with an emphasis on continual process improvements, problem resolution, customer satisfaction, and key relationship management. Through these efforts, he/she will attempt to ensure that the expectations of internal and external stakeholders are met, Horizon is recognized as a premier service provider and business partner, and Horizons monthly revenue target is achieved.
Essential Job Functions
Continual monitoring, oversight, and updating of order and turn-up processes to ensure accuracy and compliance and that realistic and accurate cost and completion dates are established.
Perform SWOT analyses to analyze strengths, weaknesses, opportunities and threats relating to processes, partner relationships, and customer deliverables.
Facilitate meetings with key stakeholders to ensure and implement effective problem resolution of potential or known issues.
Serve as a primary Point of Contact (POC) and escalation point for large customers.
Serve as POC for vendor network partners to ensure interdependencies are understood and processes and efforts of both parties complement team and customer objectives.
Monitor sold orders to ensure FOC dates are met without sacrificing quality or reputation.
Track the costs to deliver customer needs against budget.
Oversee efforts to update processes and procedures based on recognized improvement areas.
Knowledge, Skills and Abilities
Strong oral, written, and presentation communication skills, including the ability to effectively and professionally share expectations and/or opposing opinions with peers, partners, and other stakeholders.
Experience with and understanding of process implementation, improvement efforts, and accountability.
Analytical skills in reporting and problem solving.
Ability to communicate procedural concepts in a courteous and professional manner in order to maintain a good, positive working environment with internal and external customers.
Ability to pay close attention to detail. Ability to effectively prioritize multiple tasks/projects.
Ability to quickly recognize the need for change, recommend change and adapt to change.
Self-managed, highly motivated and has a strong drive for results
Education and Experience
Bachelor degree in business or communication, and/or 5 years of management experience required. Monitoring and evaluation skills are also required.
Previous experience in project management and/or process improvement preferred. Equivalent work related experience or an equivalent combination of education and experience will be considered.