Service Delivery Rep 3
Company Name:
CenturyLink Technology Solutions
Job Description
CenturyLink Technology Solutions (CTS), which operated as Savvis until Jan. 21, 2014, delivers innovative managed services for global businesses on virtual, dedicated and colocation platforms. With deep IT infrastructure experience and an advanced network at the foundation, CenturyLink Technology Solutions services are enhanced by flexible automation and customization choices, enabling enterprises to focus on business results and advancements for their customers. CenturyLink Technology Solutions accolades include being named the No. 2 retail colocation provider by Synergy Research Group and Frost & Sullivan and earning cloud and managed hosting leadership recognition from leading industry analyst firms.
CenturyLink Technology Solutions is an operating segment within CenturyLink, an S&P; 500 company listed among the Fortune 500 list of America's largest corporations.
The role of the Service Delivery Rep 3 is to manage the implementation activities for standard client solutions that can be implemented within 30 days. As a Service Delivery Rep 3, you will manage the implementation of multiple, 30-day projects requiring the coordination of technical teams that provision and build client solutions. You will also function as the single portal through which clients will interface with Centurylink through the implementation lifecycle.
Position Objectives:
Manage solution implementations in a repeatable and predictable manner that adheres to Centurylink's 30-day quality and timeliness standards designed to ensure a positive client outcome.
Manage each client experience through reliable and professional communication methods that provide a consistent experience for clients each time they order a new solution through Centurylink.
Manage the quality and integrity of client records to ensure a seamless client service delivery experience across all Centurylink functions and to ensure fast ramp up time for renewal business.
Improve solution delivery competencies by managing your individual training plan, participating in improvement initiatives, contributing to the SDS knowledge base, and mentoring and cross training others.
Essential Duties:
Manages IT implementation projects for small to medium-sized IT solutions . Project management duties include interpreting technical requirements, conveying work plan tasks to technical personnel, provisioning equipment, and communicating solution status to clients.
Inspects technical design documents for standard IT solutions . Ensures that minimum requirements are met to start up and complete the implementation lifecycle - from validating requirements to provisioning and coordinating build activities, and closing the project via client signoff. This includes following the defined protocol when needing to cancel orders or place orders on hold when requirements are not met.
Executes standard work plans that can be executed within 30 days. Translate engineering terms into language that internal technical personnel and clients can understand.
Executes exception processes as needed for low-risk projects . Identifies situations or requests that warrant exception processing and manages customer expectations accordingly. Takes proactive actions early in the project to minimize exceptions.
Plan and facilitate kickoff meetings involving 2-3 stakeholder groups . This activity involves allocating Centurylink engineering and technical resources and reviewing simple technical documents with stakeholders regarding mid-sized solutions.
Plans and facilitates multiple client-facing meetings involving 6-8 technical experts. This activity involves allocating Centurylink engineering and technical resources and reviewing simple technical documents with stakeholders to review and plan work effort for large, complex solutions.
Manages client expectations by educating clients on streamlined implementation activities, communicating solution status via prescribed communication milestones and form letters.
Documents project information for small-medium size projects. This involves recording implementation activities and miscellaneous notes in Centurylink business applications in a manner that provides ample information needed to ensure a seamless client experience across all Centurylink functions.
Supports senior-level personnel with complex projects as needed. This may involve assisting with project documentation and conducting limited research on complex IT solutions as needed.
Required Skills:
Exhibits a proactive work approach by applying basic project management processes as a means to consistently meet project deadlines. Seeks help through managers and peers when needed in order to ensure the solution integrity and timeliness. Takes ownership and responsibility for decisions and project outcomes.
Able to quickly solve IT problems inherent in mid-sized solutions. Knows how to identify problems, prioritize them, and access resources needed to resolve problems quickly. Knows when to seek engineering and technical expertise to solve problems. Knows when and how to escalate problems for management attention.
Able to explain standard IT solutions to technical personnel and clients in a clear and concise manner. Uses a personable yet professional communication style that makes clients feel engaged and assured. Demonstrates the ability to deal with confrontations in a calm, professional manner.
Experienced in working on projects independently. Exhibits a take charge attitude and a propensity to take full ownership/responsibility for getting work done. Provides creative, efficient solutions when working through obstacles. Experienced managing small system implementations or other IT projects completed in 1-3 month cycles that involve 4-6 team members. Demonstrates a propensity to apply structure and discipline as needed to benefit an implementation effort's outcome.
Experienced in executing basic project management processes. Can explain the basic activities performed when validating requirements, scheduling and managing work plan tasks, identifying and communicating with stakeholders, and managing changes to project scope or completion date.
Demonstrates a basic understanding of networking concepts. Has had exposure to or demonstrates an ability to quickly learn and apply technical knowledge in various situations. Thinks in a structured, contextual manner. Demonstrates an ability to adapt to changes quickly by having worked in multiple industries or performing diverse roles.
Able to communicate effectively to individuals and groups of 4-5 people. Demonstrates experience communicating directly with clients in writing and verbally. Able to provide explanations in a clear, concise, and positive manner. Demonstrates an understanding of how to keep diverse groups on-topic using basic meeting facilitation techniques. Maintains a professional composure in highly charged situations.
Experienced in documenting project information. Can explain project information that is essential to support small projects for historical and job aid referencing purposes by others. Has experience creating and maintaining minimum project data in Centurylink business applications.
Experience processing multiple project tasks at a time . Exhibits a systematic and logical approach to prioritizing multiple tasks in a given time period. Demonstrates the ability to work well in team environments and will go the extra mile in assisting senior personnel with complex tasks as needed.
Able to manage issues inherent with mid-size projects. Able to recognize the nature of various change request types and understand the implications on project time and cost. Limited ability to identify risks and use sound judgment when mitigating risks or escalating problems. Demonstrates the importance of setting client expectations and being forthcoming when issues arise. Exhibits confidence in resolving issues and in leveraging internal resources to help resolve them.
Skilled in ensuring positive client experiences. Demonstrates continued awareness of actions and attitude that instill a positive, seamless client experience. Represents the company as a unified entity by referring to business functions as we and demonstrating consistent messaging and work practices to ensure that all interfaces with the client are predictable and repeatable with every subsequent service request. Demonstrates continued pride and confidence in the company's ability to deliver the right solution to the client.
Desired Skills
3-5 years of experience managing small projects or exhibiting project management fundamentals
3-5 years of experience in managed hosting, telecommunications, or other relevant industry
Knowledge of Centurylink products and processes.
Education:
High School diploma required.
Bachelor's Degree in information technology or business related area or 2
years of relevant industry experience preferred.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status. Any offer of employment is contingent upon the results of a pre-employment drug test and background check.
Federal law requires all employers to verify the identity and eligibility of all persons hired to work in the United States. We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing. No phone calls, please. Estimated Salary: $20 to $28 per hour based on qualifications.
CenturyLink Technology Solutions
Job Description
CenturyLink Technology Solutions (CTS), which operated as Savvis until Jan. 21, 2014, delivers innovative managed services for global businesses on virtual, dedicated and colocation platforms. With deep IT infrastructure experience and an advanced network at the foundation, CenturyLink Technology Solutions services are enhanced by flexible automation and customization choices, enabling enterprises to focus on business results and advancements for their customers. CenturyLink Technology Solutions accolades include being named the No. 2 retail colocation provider by Synergy Research Group and Frost & Sullivan and earning cloud and managed hosting leadership recognition from leading industry analyst firms.
CenturyLink Technology Solutions is an operating segment within CenturyLink, an S&P; 500 company listed among the Fortune 500 list of America's largest corporations.
The role of the Service Delivery Rep 3 is to manage the implementation activities for standard client solutions that can be implemented within 30 days. As a Service Delivery Rep 3, you will manage the implementation of multiple, 30-day projects requiring the coordination of technical teams that provision and build client solutions. You will also function as the single portal through which clients will interface with Centurylink through the implementation lifecycle.
Position Objectives:
Manage solution implementations in a repeatable and predictable manner that adheres to Centurylink's 30-day quality and timeliness standards designed to ensure a positive client outcome.
Manage each client experience through reliable and professional communication methods that provide a consistent experience for clients each time they order a new solution through Centurylink.
Manage the quality and integrity of client records to ensure a seamless client service delivery experience across all Centurylink functions and to ensure fast ramp up time for renewal business.
Improve solution delivery competencies by managing your individual training plan, participating in improvement initiatives, contributing to the SDS knowledge base, and mentoring and cross training others.
Essential Duties:
Manages IT implementation projects for small to medium-sized IT solutions . Project management duties include interpreting technical requirements, conveying work plan tasks to technical personnel, provisioning equipment, and communicating solution status to clients.
Inspects technical design documents for standard IT solutions . Ensures that minimum requirements are met to start up and complete the implementation lifecycle - from validating requirements to provisioning and coordinating build activities, and closing the project via client signoff. This includes following the defined protocol when needing to cancel orders or place orders on hold when requirements are not met.
Executes standard work plans that can be executed within 30 days. Translate engineering terms into language that internal technical personnel and clients can understand.
Executes exception processes as needed for low-risk projects . Identifies situations or requests that warrant exception processing and manages customer expectations accordingly. Takes proactive actions early in the project to minimize exceptions.
Plan and facilitate kickoff meetings involving 2-3 stakeholder groups . This activity involves allocating Centurylink engineering and technical resources and reviewing simple technical documents with stakeholders regarding mid-sized solutions.
Plans and facilitates multiple client-facing meetings involving 6-8 technical experts. This activity involves allocating Centurylink engineering and technical resources and reviewing simple technical documents with stakeholders to review and plan work effort for large, complex solutions.
Manages client expectations by educating clients on streamlined implementation activities, communicating solution status via prescribed communication milestones and form letters.
Documents project information for small-medium size projects. This involves recording implementation activities and miscellaneous notes in Centurylink business applications in a manner that provides ample information needed to ensure a seamless client experience across all Centurylink functions.
Supports senior-level personnel with complex projects as needed. This may involve assisting with project documentation and conducting limited research on complex IT solutions as needed.
Required Skills:
Exhibits a proactive work approach by applying basic project management processes as a means to consistently meet project deadlines. Seeks help through managers and peers when needed in order to ensure the solution integrity and timeliness. Takes ownership and responsibility for decisions and project outcomes.
Able to quickly solve IT problems inherent in mid-sized solutions. Knows how to identify problems, prioritize them, and access resources needed to resolve problems quickly. Knows when to seek engineering and technical expertise to solve problems. Knows when and how to escalate problems for management attention.
Able to explain standard IT solutions to technical personnel and clients in a clear and concise manner. Uses a personable yet professional communication style that makes clients feel engaged and assured. Demonstrates the ability to deal with confrontations in a calm, professional manner.
Experienced in working on projects independently. Exhibits a take charge attitude and a propensity to take full ownership/responsibility for getting work done. Provides creative, efficient solutions when working through obstacles. Experienced managing small system implementations or other IT projects completed in 1-3 month cycles that involve 4-6 team members. Demonstrates a propensity to apply structure and discipline as needed to benefit an implementation effort's outcome.
Experienced in executing basic project management processes. Can explain the basic activities performed when validating requirements, scheduling and managing work plan tasks, identifying and communicating with stakeholders, and managing changes to project scope or completion date.
Demonstrates a basic understanding of networking concepts. Has had exposure to or demonstrates an ability to quickly learn and apply technical knowledge in various situations. Thinks in a structured, contextual manner. Demonstrates an ability to adapt to changes quickly by having worked in multiple industries or performing diverse roles.
Able to communicate effectively to individuals and groups of 4-5 people. Demonstrates experience communicating directly with clients in writing and verbally. Able to provide explanations in a clear, concise, and positive manner. Demonstrates an understanding of how to keep diverse groups on-topic using basic meeting facilitation techniques. Maintains a professional composure in highly charged situations.
Experienced in documenting project information. Can explain project information that is essential to support small projects for historical and job aid referencing purposes by others. Has experience creating and maintaining minimum project data in Centurylink business applications.
Experience processing multiple project tasks at a time . Exhibits a systematic and logical approach to prioritizing multiple tasks in a given time period. Demonstrates the ability to work well in team environments and will go the extra mile in assisting senior personnel with complex tasks as needed.
Able to manage issues inherent with mid-size projects. Able to recognize the nature of various change request types and understand the implications on project time and cost. Limited ability to identify risks and use sound judgment when mitigating risks or escalating problems. Demonstrates the importance of setting client expectations and being forthcoming when issues arise. Exhibits confidence in resolving issues and in leveraging internal resources to help resolve them.
Skilled in ensuring positive client experiences. Demonstrates continued awareness of actions and attitude that instill a positive, seamless client experience. Represents the company as a unified entity by referring to business functions as we and demonstrating consistent messaging and work practices to ensure that all interfaces with the client are predictable and repeatable with every subsequent service request. Demonstrates continued pride and confidence in the company's ability to deliver the right solution to the client.
Desired Skills
3-5 years of experience managing small projects or exhibiting project management fundamentals
3-5 years of experience in managed hosting, telecommunications, or other relevant industry
Knowledge of Centurylink products and processes.
Education:
High School diploma required.
Bachelor's Degree in information technology or business related area or 2
years of relevant industry experience preferred.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status. Any offer of employment is contingent upon the results of a pre-employment drug test and background check.
Federal law requires all employers to verify the identity and eligibility of all persons hired to work in the United States. We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing. No phone calls, please. Estimated Salary: $20 to $28 per hour based on qualifications.
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