Project Delivery Manager

Jonesboro, AR

Benefits:

• 401(k).
• 401(k) matching.
• Dental Insurance.
• Employee assistance program.
• Flexible spending account.
• Health insurance.
• Health savings account.
• Life insurance.
• Paid time off.
• Referral program.
• Tuition reimbursement.
• Vision insurance.

Schedule:

• 8-hour shift.
• Day shift.
• Monday to Friday.
• Overtime.

Weekend availability

Responsibilities:

Functional

• Manage and direct the activities of customer-facing Optus project resources
• Work with the service/sales teams to identify customer requirements, identify the appropriate technical resources to deliver those requirements, and manage project deliverables and timelines
• Engage directly with all team members to ensure they have the right systems, tools, and training to successfully carry out their responsibilities 
• Review reporting to ensure all customer SLAs and internal metrics are being met or remediation plans are in place if they are not being met (Examples – Utilization Metrics)
• Identify trends in customer activity or department activity that require action; develop and execute plans to address 
• Work with management to identify and define process-specific information needed to improve and augment our existing policy, procedures, and work instructions.
• Create documentation and provide training on processes and policies
• Collect, review, and analyze information in order to make sound recommendations.
• Assist in the development and review of project SOWs 
• Develop project plans and schedules necessary for the successful completion of projects and rollouts
• Partner with sales to provide solutions to match client requirements.
• Model appropriate behavior in regard to Optus' Core Values and Code of Ethics policies and supports Optus' team approach to quality to drive Optus forward
• Other duties or tasks as assigned by management

Leadership

• Instruct direct reports on job duties and arrange for training to be provided to meet the continued demands of the organization.
• Engage with customers via follow up calls, service reviews or on-site visits to ensure customer satisfaction 
• Efficiently manage personnel resources to maximize productivity and quality results.
• Facilitate team meetings, intervene as necessary to keep the team's goals and results consistent with company direction, and work with the team members to develop their full potential.
• Hold regular meetings (including one-on-ones) to discuss issues, changes, improvements, and strategies that affect the group and/or the company. 
• Initiate and conduct personnel actions such as discipline, performance evaluations, and training.
• Provide direct reports with guidance on handling difficult or complex problems.
• Drive improvement through suggestion processes, process improvement teams, and root cause analysis.

Responsibility For Work of Others:

• Direct supervision over --- Project team of 6-12 direct reports

Requirements:

• Bachelor's degree (BA/BS) or equivalent experience
• 3-5 years of management experience. Prefer experience in a progressive, technically oriented environment overseeing engineering or project management teams.
• Project Management methodology certification preferred
• Sales engineering or solutions architecture experience preferred
• Broad technical background (telephony, contact center, enterprise networking, wireless networking, infrastructure cabling, cybersecurity, IT managed services, audio visual, IT infrastructure) preferred 
• Experience utilizing Microsoft Office products including Word, Excel, PowerPoint, Visio, Project and Outlook
• Attention to detail and great organizational skills  
• Must be a team player with a positive attitude and able to demonstrate excellent customer service skills
• This position requires the successful candidate to be able to multi-task, work within externally developed deadlines, and respond promptly and efficiently to change.
• Up to 10% travel required

Physical Demands/Working Conditions:  

Occasional travel to offsite customer locations as needed. Ability to read, write, and communicate both orally and written to external and internal customers and employees. Normal vision and normal hearing with or without correction. Ability to lift and/or carry up to 25 lbs. periodically throughout workday. Ability to stand, walk, climb stairs, sit in one place, squat and kneel continuously throughout day. Ability to reach, bend, and twist continuously throughout day. Ability to use hands for gripping and squeezing, as well as repetitive hand and wrist motions. Ability to work together effectively and professionally with internal and external customers.

EOE