Services Project Manager

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Our team is expanding, and we want to hire the most talented people we can.   Continued success depends on it!  Once you've had a chance to explore our current open positions, apply to the ones you feel suit you best and keep track of both your progress in the selection process, and new postings that might interest you!

Thanks for your interest in working on our team!

We are currently looking for a highly motivated Services Project Manager to join our Services team based in the UK.

The Services Project Manager will be assigned certain Customers and Projects within the UK & Ireland sales region and be responsible for:

• All professional, deployment, support and maintenance services operations and is accountable for successful service delivery execution performance, customer satisfaction and financial performance.
• Owns the end-to-end Support and Maintenance services and Professional services delivery process and acts as the single point of contact within the sales team towards the customer for all aspects related to the execution of network support, maintenance and professional services contracts.
• Has P/L responsibility for services business for assigned market and customers.

The key responsibilities of this role will include:

• Customizes and implements services delivery strategy in the market and assigned customers according to the business plans
• Ensures compliance with agreed service delivery models and standards
• Ensures services delivery performance
• Ensures that plans are in place to have the capability (capacity & ability) to deliver within the timescale
• Ensures that following Key Performance Indicators are met:
  • Service Delivery Performance (contract fulfillment)
  • Service Quality (transactional customer satisfaction)
  • Customer Satisfaction Index
  • Services profitability
• Customer Relationship Management in all Services delivery phases including improvement of customer satisfaction and management of relationships with key customer contacts
• Liaises closely with customer’s technical management to ensure close relationship and responsiveness to customer needs
• Coordinates service quality improvement efforts and activities locally
• Searches for further service business opportunities in Customer’s business
• Application of Adtran Quality System procedures and practices

Knowledge, skills and experience required

• Background in Telecommunications with an understanding of Fibre Access (FTTH), WDM, SDH, IP
• Demonstrable professional experience in customer program/project management or aftersales services management in telecommunication business.
• Proven track record to manage and control service delivery projects.
• Experience in managing customer escalation situations internally and externally.
• Very good communication and customer facing skills
• High degree of initiative
• Able to work under high customer pressure
• Strong organizational skills and attention to detail.
• Good verbal and written communication skills
• Good interpersonal skills.
• Positive attitude and work ethic.

Education

• Engineering Degree an advantage
• PM qualification such as Prince2/ITIL is desirable

Scope of employment

• Fulltime / Permanent
• DBS check will be required (Adtran to arrange)

Primary location of job

• Office based (York or Basingstoke), hybrid or remote working

Compensation & Benefits

• 25 days holiday + public holidays
• Company pension scheme (salary sacrifice)
• Income protection insurance to cover serious illness
• Life assurance
• Private medical insurance
• Employee assistance helpline
• Free onsite parking