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Manager, Information Mgt - multiple positions


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Job Details

Company AT&T

Job Title Manager, Information Mgt - multiple positions

Jobid att4-3788056

Location: IND

Description Supervises Project Managers and Service Delivery Managers supporting multiple complex customers in a fast paced environment. Provides coaching and development to the team on Project and Service Delivery processes including onboarding new members as well as coaching/development of existing team members to reinforce existing processes and operational practices as well as new or changed processes which may be introduced into the operation. The Supervisor will be responsible for the development of methods and procedures to ensure commitments are met.

This position is accountable for developing the training strategy, monitoring costs to meet financial goals and ensuring all personnel are handled in accordance with company guidelines. Ensure state of the art knowledge for self and subordinates through formal training and analysis of product/service/provisioning documents.

The Supervisor will be responsible for directing and working with the subordinates related to assignments and responsibilities, individual performance and work volumes ensuring client work is being handled in a timely manner, balancing work across the team to ensure equal distribution/utilization; coverage of work when team members are absent or on leave and ensuring overall that the work is being managed effectively and service implementation goals are being met.

The Supervisor will assist in the escalation and remediation of issues for the team which may include direct interface and 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 and billed. Additional responsibilities include project organization and coordinating the design and implementation of cross-functional action plans needed to improve customer service.

This position requires the following: 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.

**Roles and Responsibilities:**

• Communicate progress on key initiatives to upper management

• Coaching and Development of direct reports

• Ensure all team members follow policies and procedures

• Establish priorities for team and develop roadmap to meet objectives

**Key Competencies and Skills:**

• A strong focus on customer service and/or project management background, along with a strong knowledge of AT&T products, services and service delivery/provisioning processes and tools

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

• Candidate must be skilled in key decision-making based upon the requirements and best interest of both the customer and AT&T. Often, decision-making requires impromptu, independent action.

• Large business customer interface experience

• Understanding of utilization of data for analytical purposes

• Proficiency in English with strength in oral and written communications

• Ability to supervise others in a fast paced environment

• PC Skills (Advanced Excel, Microsoft Office, MS Project, Visio)

**Education and Qualifications:**

• Minimum of 2 years of supervisory experience

• PMP Certification or Prince2 Certification

• ITIL Foundation Certification

• BS or BA Degree

**Additional Information:**

-Manager will be supervising resources who will be working multiple shifts

-Ability to quickly learn applications and processes across multiple disciplines

-Ability and agility to multi-task and work independently with minimal supervision in a non-structured environment.

-Working knowledge of Vantive/GPS and/or AT&T Service Delivery processes helpful

Candidates should be fine to work in continuous US shifts (5 days work, 2 days off)

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