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Service Delivery Lead
Entertainment & Media Industry Company
Livermore, CA, United States
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Job Summary:
Serve as the primary point-of-contact and liaison between stores, Managed Service Providers and the Network 2.0 program team to help track and drive Network 2.0 orders and installations for each store. Responsible for managing the complete life cycle of straight-forward to moderately complex projects, including approval, planning, execution, and closeout to ensure planned results are achieved on time. Develops budgets, timelines, and ensures progress-to-plan, as well as tracking critical project achievements. Works with vendors and team to establish and achieve goals. Coordinates the activities of a cross-functional team including exempt and non-exempt employees. Works with moderate guidance in own area of knowledge.
Primary Responsibilities:
• Kick-off Network 2.0 program activities for each store by educating stores on the overall process and setting expectations on overall timeline
• Maintain close communication with Network 2.0 Champions and MSPs throughout the entire program to ensure successful completion of program activities
• Track and follow-up on open items between stores and MSPs to prevent order delays
• Cancel Future Store Network (FSN) services for corporate stores or work with Network 2.0 Champions to ensure Franchisee's cancel FSN services once Network 2.0 installation is complete
• Leverage SalesForce to manage communications with stores, view FSN contract expirations, track installation readiness, submit required documentation, and create weekly store status reports
• Leverage MSP portals to retrieve additional information and compile with SalesForce data to build a complete view of overall status and identify open items and issues
Additional Responsibilities:
• Support the development and documentation of process flows and training materials
• Manages all assigned projects to completion, ensuring on-time delivery, meeting of budgetary demands, and maintenance of overall project ownership.
• Uses formal processes and tools to manage resources, budgets, risks, and changes.
• Identifies project scope and objectives. Manages a cross-functional team including third party vendors and other resources; coordinates activities to achieve goals.
• Develops, maintains, and manages detailed project plans, action item registers, and major milestone timelines for all assigned projects. Plans and directs schedule and budget.
• Coordinates resources and needs, developing and maintaining regular contact with vendors for support and services.
• Maintains communication with stakeholders. Provides status reports to Project Managers, vendors, stakeholders, and resources.
• Facilitates project meetings.
• Addresses problems through risk management and contingency planning and presents solutions and/or options to executive management.
• Consistent exercise of independent judgment and discretion in matters of significance.
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary.
• Other duties and responsibilities as assigned.
Minimum Job Requirements:
• Bachelors Degree or Equivalent (Business)
• Generally requires 2-5 years related experience
• Familiarity with Telco and broadband (e.g., provisioning cycle with underlying carriers)
• Exceptional communication skills (written and verbal)
• Detail oriented and highly organized
• Ability to multi-task, work under tight timelines and strive in a fast paced environment
• Proficiency with Microsoft Word, Excel and Outlook (e.g., mail merge)
• Ability to work flexible schedules to accommodate different time zones (e.g., before 8:00am and past 5:00pm)
Additional Job Requirements (Nice to Have):
• Prior experience with SalesForce and running queries
• Understanding of Taco Bell systems and Franchisee models
• Data entry skills (e.g., 10 key)
Company is an EOE/Veterans/Disabled/LGBT employer