AT&T Service Delivery Manager in Racine, Wisconsin

The Service Delivery Manager (SDM) has the responsibility for managing life cycle ordering requests for services defined as a MACD (pre-defined scope and price) as well as all transport circuit and standard (COE) product procurement (excluding custom hardware procurement) support on projects. They are independently responsible for negotiating shared expectations among customers, sales, and the supporting Work Centers, and communicating expectations to all organizations providing service to the client. They may partner with business operations and billing environments to ensure that the requested network services are correctly implemented, with all decisions ultimately at the discretion of the SDM.

Roles and Responsibilities:

The SDM is solely responsible for managing the performance of the customer and AT&Ts service commitments, per the established shared expectation. This position requires the following: project coordination and decision-making (small to mid size projects which do not qualify for formal Project Management support); management of complex life cycle delivery with a focus on high speed and emerging services; full accountability of all escalation and expedite situations for the services they are implementing; ownership and management of the customer experience; order status and tracking; relationship management; Center of Excellence (COE) partnership management; identify process issues and coordinate appropriately to resolution.

Service installations can often require after-hours coordinated activity and/or unplanned after-hours accessibility either involving customer-specific change controls, time-zone variances, expedited activity, and/or SDM participation in a cutover.

Key Competencies and Skills:

Required Skills:

  • Fluent English is required

  • Skilled in key decision-making based upon the requirements and best interest of both the customer and AT&T

  • Strong interpersonal; oral and written communications.

  • Minimum 3 years experience in telecommunications/telephony with a desired knowledge of AT&T voice and data products

  • Proficient in Microsoft Office Applications

  • Creative problem solving skills and ability to offer alternatives that are customer-focused, strategic and profitable for AT&T.

  • Ability to quickly learn applications and processes and work independently with minimal supervision in a non-structured environment.

Education and Qualifications:

  • Ability to quickly learn applications and process.

  • Ability to work independently with minimal supervision in a non-structured environment.

  • Superior interpersonal skills required to work with other departments/subsidiaries and the client to develop timelines for project deliverables.

  • Customer Change Control knowledge desired.

  • Working knowledge of AT&T’s GPS system.

  • ITIL Foundation Certification and Undergraduate Degree desired.

  • Candidate must be willing to work across time zones.