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Reference # : 19-01221 Title : Network Project Manager - IV
Location : Lincolnshire, IL
Position Type : Contract
Experience Level : Start Date : 03/14/2019  
Reporting to the Program Delivery Executive (PDE), you will be responsible for sharing leadership of day-to-day Service Management and Program Governance activities. As an integral member of the Program Management Office, you will hold responsibility for maintaining the customer relationship and overall client satisfaction – while ensuring compliance with contractual commitments – through facilitating communication, collaboration, and continual service improvement of the Service Program. We need a naturally curious, self-motivated problem solver, with 8 or more years of progressive telecommunications/IT management experience, who acts as the client's advocate every day. Previous in-depth experience with the program delivery of large, complex, managed services accounts, and customized telecommunications services is required. Prior knowledge of the Client environment, and key products, solutions, and services is strongly preferred. The ability to work comfortably under pressure and in a dynamic environment, plus superior organizational, written, and communication skills are vital to success. The capability to work through complicated business and client challenges, along with the capacity to collaborate in developing and implementing solutions is required daily. Strong preference for ITIL advanced and other technical certifications.
In addition to acting as a client advocate, the following items are critical our success in providing the highest level of customer-focused care:
Assist the Program Delivery Executive in all governance duties as directed
Provide oversight of the incident management process, including assisting the NOC with triage, communications, and escalations during incidents occurring during US business hours
Maintain methods and procedures for reporting outages to NOC, escalation process and contacts in Client systems
Research, write, and provide Reason for Outage (RFO) and Root Cause Analysis (RCA) reports for high impact client outages; lead implementation of remediation strategies outlined in RFO/RCA cases
Develop and recommend new strategies for continuous service improvement, including network hardening, within the organizational mandates of simplification, automation, and orchestration
Notify client of Provider-planned maintenance and grooming activities on Provider networks
Annual review of Contracted Critical Site diversity per the Agreement
Provide data for master site list inventory of all services
Provide disaster recovery documentation and assist with scheduled DR activities
Provide data used by the Program Management Office/Governance to identify if an SLA credit is warranted