Service Delivery Lead - L3

Job experience
• 15 years of experience in Telecom Industry.

Qualifications Essential:
• Bachelor's degree in Telecommunications related field plus > 15 years relevant experience or equivalent combination of education and experience.
• 3 -5 years experience working in a Telecom environment as an Operations Lead.
• Strong direct customer interaction communication skills, (oral and written), customer service, organizational and multi-tasking skills.
• Goal oriented with a deep understanding of team building.
• Proficient PC skills in office applications (Excel, Word) and network connectivity configuration.
• Proficient presentation skills for presentations to technical and non-technical audiences; must be able to translate technical terms and concepts to non-technical entities.
• Must be able to manage a 24/7 environment.

Financial Responsibilities
• Support the Head of Service in managing the service budget and manage any directly delegated budgets.
• Apply the principles of sound financial practice necessary to operate within defined budget limits. Promote a culture of value for money and sound financial practice within the team and its colleague.
• Ensure business processes comply with legislation, financial regulations and best practice

Most important job responsibilities / tasks
• Csat-Esat-Growth/farming-Profitability
• Manage a team of >400 resources with multiple functions within the enterprise telcom industry.
• Manage/Influence the PnL of the account.
• Be a enabler for the growth of the account.
• Plan and Execute customer projects related service provider Operations.
• Provide leadership and guidance to engineering staff that provides IP/UCS IP Telephony & data configuration support for the CenturyLink contracts. Includes IP/UCS data and voice infrastructure, installation and maintenance for new and current installations.
• Lead data and voice communications projects.
• Coordinates activities, assigns projects, and monitors results.
• Ensure customer incidents and service request are kept within contractual SLA targets.
• Develop performance objectives and Key Performance Indicators for engineering team.
• Clear understanding and familiarization with OSS system design and development.
• Provides technical guidance to Senior and Lead Engineers that perform complex design, development, and implementation work by established departmental and customer goals and processes in conjunction with IP/UCS requirements.
• Responsible for presenting technical information related to specific projects or tasks and communicating schedules and timelines.
• Approves and encourages development of installation and maintenance techniques, methods, and procedures, ensuring that training plans are budgeted and are being acted upon.
• Ensures that processes for interaction between the work groups are consistent and beneficial to ensure that our processes and procedures are goal oriented such that we strive for a one touch do it right the first time process.
• Act as liaison between the customer and other network vendors (e.g. Cisco/Avaya) on high-level support issues, in lieu of a Network Event Management Center.
• Provide direct interface with other CenturyLink departments in support of the customer's network, focusing on outage events and planned maintenance environments.
• Must have aptitude that lends toward development of key relationships with customer.
• Ability to understand nuances of dial plans, and the issues involved in supporting a team that supports analog, digital and VOIP systems working together but of different vendors.

Expanded Job Responsibilities
• Csat-Esat-Growth/farming-Profitability
• Assurance of meeting overall business objectives (Systems, Processes and Projects)
• Enable efficient and effective service delivery to all customers and stakeholders [People ,Process, Technology]
• Bring it to the notice of senior leadership for any sort of Alert impacting line of Business.
• Work hand on hand with senior leadership and LOB Head & DR of LOB head.
• Understand the operations well
• Understands the SOW & Compliance very well
• Understands customer requirement and should be ready to cater to stakeholder requirements
• Understands CRM business well
• Manage SLA's and understanding
• Should be well versed in RCA for problem solving
• Lead and manage program, liaising with the business to maximize and continuously improve the business benefits
• Key strategic contact for business interfaces ensuring stakeholder objectives are met and strong working relationships maintained
• Lead and manage the development of training competency frameworks ensuring they are delivering current and future skill and knowledge requirements
• Lead on the creation, implementation and monitoring of an effective quality assurance framework relating to practice and service delivery. Ensure that comprehensive continuous improvement program is in place.
• Be responsible for the delivery unit's Complaints response, ensuring standards, quality requirements and timescales are met, and that learning from complaints is used effectively
• Managing Service Direction-Predictive approach rather than reactive - Proactive control

Expected annual pay for this role ranges from $1,00,000 to $2,00,000 . Based on the position, the role is also eligible for Wipro's standard benefits including a full range of medical and dental benefits options, disability insurance, paid time off (inclusive of sick leave), other paid and unpaid leave options.

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