DescriptionPosition SummaryThe Senior Project Manager, Service Delivery is responsible for managing customer implementations and service delivery projects from order receipt through service activation. Reporting to the Manager of Service Delivery, this role coordinates cross-functional teams, manages customer communications, tracks project milestones, mitigates risks, and ensures successful delivery of telecommunications services. The Senior Project Manager serves as the primary customer-facing lead throughout the implementation lifecycle and is accountable for delivering projects on time, within scope, and aligned with customer expectations.
Key Success Factors
- Ownership and accountability for project outcomes.
- Strong customer focus and sense of urgency.
- Excellent organizational, communication, and problem-solving skills.
- Ability to manage multiple projects simultaneously.
- Proactive risk management and issue resolution.
- Effective collaboration across cross-functional teams.
Core ResponsibilitiesProject & Customer Management
- Manage multiple customer implementation projects from initiation through service activation.
- Serve as the primary point of contact for customers and internal stakeholders.
- Develop and maintain project plans, schedules, milestones, and status reports.
- Lead project meetings and communicate progress, risks, issues, and action plans.
- Coordinate activities across Sales, Engineering, Operations, Vendors, and Customers.
- Manage project scope, change requests, dependencies, and customer expectations.
- Escalate issues when necessary and drive timely resolution.
Service Delivery & Operational Coordination
- Coordinate order fulfillment and implementation activities to ensure successful service delivery.
- Monitor project milestones, SLAs, and key performance indicators.
- Maintain accurate project documentation and reporting.
- Identify process improvement opportunities that improve delivery performance and customer experience.
- Ensure compliance with established project management and operational standards.
Technical Coordination
- Maintain a working knowledge of telecommunications services, products, and implementation processes.
- Partner with technical teams to support solution deployment and issue resolution.
- Assist in identifying implementation risks and developing mitigation strategies.
Required Skills & Competencies
- Strong project management, scheduling, and organizational skills.
- Excellent verbal and written communication skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong customer relationship and stakeholder management skills.
- Effective problem-solving and decision-making abilities.
- Working knowledge of telecommunications services and implementation practices.
Qualifications- Bachelor's degree preferred or equivalent experience.
- 5+ years of telecommunications industry experience.
- 3+ years of project management, implementation, or service delivery experience.
- Experience managing customer-facing telecommunications projects.
- Proficiency with project management tools and methodologies.
- PMP certification preferred.
- Salesforce and Netcracker experience preferred.
This position is identified as being performed in/or reporting to company operations in New York State. The pay range at the time of posting in the specified locations is $120,000 - $130,000/year. Pay ranges are supplied in compliance with New York State law. Pay is competitive and based on a number of job-related factors, including skills and experience. Some of our featured benefits include medical, dental, vision insurance, yearly bonus program and company matched 401k.
