Job Description

The generic role of the Delivery Project Manager: reporting to the Head of Service Delivery Team; you will work as part of Arelion Service Delivery unit, to bring on your knowledge/competence into the Delivery organization. You will take on delivery projects, special projects, support the business, also drive process improvement as necessary.
Job Requirements
AREA OF EXPERTISE

• Must have previous experience of working in a Service Delivery environment within a telecommunications company
• Passion for client satisfaction and customer service
• Project management experience is a must
• Record of project management/service delivery success
• Strong and current awareness of external trends and best practice
• Excellent analytical & organisational skills
• High level of documentation, presentation & communication skills)
• Ability to work across borders and boundaries (cross-cultural awareness)
• Comfortable to work unsupervised and alongside Arelion's key content customers

CORE VALUES & CORE SKILLS

• Good team player
• Excellent communication skills - verbal and written
• Flexible, open to changes
• Being initiative & convincing
• Competent planning and organisational skills
• Self-disciplined and able to work on own initiative
• Ability to problem solve and rationalize when under pressure

KNOW-HOW
EXPERIENCE

• A minimum of five-ten (5-10) plus experience in Service Delivery within the telecommunications' industry
• Proven understanding in telecommunications' r technologies such as Ethernet, WDM, IP, Fibre and Colocation alongside knowledge in network build and design
• Ability to think out of the box
• Experience on live Service Troubleshooting
• Field engineer experience - installation / commissioning is a plus

EDUCATION

• Post-secondary education/university degree is desirable
• Experience of working to ITIL framework, or a similar project management framework is a must

LANGUAGE

• Fluent English (written and spoken) is essential
• Fluent Mandarin (written and spoken) is mandatory

IT/TECHNOLOGY

• Ethernet & IP Services (Layer 2, DIA, Cloud...)
• DWDM Technology / Equipment certification is a plus
• CCNA or above is a plus

SPECIAL REQUIREMENTS

• Customer Care/Facing experience is desirable
• Stress resistant and able to manage your work alongside achieving challenging objectives
• High motivation in order to keep overview and assure successful finalization of all tasks under time pressure
• Good knowledge of popular coding languages (eg. SQL, Python, Java) and agile frameworks (eg. GitHub)

Job Responsibilities
Key Responsibilities;
You will support the Delivery organization in technical queries and also take on delivery projects with higher technical complexity. You will be required to be the coordinating interface and responsible for customer deliveries. The Delivery Project Manager will own the delivery of the project and will ultimately be accountable for the delivery fulfilment, the quality and timely delivery of the service.
You will be responsible for projects end-to-end, i.e. communication to customers, suppliers and internal units, support system registrations and delivery escalations. You will also be involved when it comes to drafting and initiating process and system improvements; and are encouraged to make recommendations where possible. You will be responsible to drive and plan the project, reporting on progress and outcome of the project.
Day to Day tasks;

• Support the Delivery organizations on their technical queries.
• Take on delivery projects and ensure that required internal units receive their activities and tasks
• Supervise the order by continuous contact with involved internal units and suppliers.
• Provide continuous status updates and feedback on deviating issues to customer
• Follow-up with internal tasks and ensure completion.
• Ensure correct registration of all service components in support systems.
• Co-ordination of field engineers throughout delivery process including testing and service activation
• Lead troubleshooting as necessary, with involved stakeholders
• Send documentation according to Arelion Delivery process to customer.
• Collect and store test protocols.
• Manage local tails, cross connects and CPE with suppliers
• Escalation of any issues that may affect the communicated RFS date
• Manage Early Life support for delivered service.
• Support Sales in customer meetings regarding delivery related questions
• Work as an advisor and cooperate with Operation Developers within Customer Operations.
• Work closely with Product Management when new products are going to be launched and inform Delivery about the very same
• Responsible for organizing trainings or conducting them to Delivery coordinators for new and existing techniques and for documenting guidelines for how to handle special solutions.

Additional tasks;

• You may be involved in the whole service life cycle to generate value for our customers.
• Top customers have a dedicated Delivery Project Manager within the Service Delivery team. You may be part of an account team facing those customers together with Sales & Solution Engineers. This creates a better relationship, and your role will be to maintain and improve this with your assigned customer(s).
• Customer / internal meetings (physical, video or. phone); be able to run a structured meeting and provide clear feedback
• Draft and define a project plan and be comfortable to present and walk customers through this as required.
• Define non-standard processes and align them within the organization.
• Assist in reporting and demonstrate ability to follow up on high order volumes simultaneously by adopting appropriate tools.

COMMUNICATION
CONTEXT
Key Internal Contacts:

• Arelion Networks
• GSO NW Transport Networks
• Arelion Customer Services
• Arelion Product Management
• Arelion Sales & Marketing
• Arelion Finance & Business Control
• Arelion Procurement

Key External Contacts:

• Arelion customers
• First Line Maintenance (FLM)
• Installation and Commissioning (I&C) providers
• Network suppliers, i.e. access and colocation suppliers

SCOPE
In this position, you are expected to adapt to the fast-evolving Telecom environment. Using your expertise, you are expected to collaborate with your colleagues to generate innovative ideas. For example, this can be to simplify an input to a process or a totally new idea to positively influence our customers' experience.
You will be required to identify gaps and suggest ideas on how to address them by creating synergies with other colleagues.
Job Benefits

• Competitive compensation and performance-based incentives.
• Global exposure and collaboration across a world-class telecommunications network.
• Professional growth opportunities within a high-performing, customer-centric organization.
• A culture built on respect, accountability, and innovation.

Skills Required