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VP, Service Delivery
Spectrum
Syracuse, NY, United States
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About Spectrum Enterprise
Spectrum Enterprise, a part of Charter Communications, is a national provider of scalable, fiber-based technology solutions serving many of America's largest businesses and communications service providers. The broad Spectrum Enterprise portfolio includes Internet access, Ethernet access and networks, Voice and TV solutions extending to Managed IT solutions, including Application, Cloud Infrastructure and Managed Hosting Services offered by its affiliate, Navisite. Our industry-leading team of experts work closely with clients to achieve greater business success by providing these right-fit solutions designed to meet their evolving needs. For more information, visit enterprise.spectrum.com.
The Highlights
The Spectrum Enterprise Vice President, Service Delivery, is responsible for guiding the Service Delivery management team through growth in complex fiber connects. This cross-functional role will focus on delivering fiber services faster through improving service delivery intervals, client communication and service quality. The position will also serve as a champion for the development and implementation of business process standardization.
What You Will Do
• Enhance the customer experience through consistent and efficient service delivery
• Improve the overall quality of fiber connect deployments
• Own responsibility for service delivery within an assigned region
• Implement key performance indicators (KPI) to reduce service delivery intervals as measured by total days from contract to installation complete for all fiber services
• Apply knowledge of evolving trends to continuously improve service levels
• Foster strong relationships with key boundary partners to ensure adoption of shared services delivery best practices
• Maintain critical partnerships across the company to support and exceed service obligations
• Drive process standardization across engineering, construction and operations teams
• Direct activities related to Service Delivery team management, including hiring, goal setting, performance reviews, development plans and termination
• Work with stakeholders to identify areas for improvement and change management, while maintaining the integrity of core processes
• Provide leadership and direction to promote and encourage teamwork with Order Operations teams
• Ensure excellent customer communication throughout all stages of service delivery
• Build a regionally focused organization with subject matter experts in both coax and fiber disciplines to support service delivery oversight
• Collaborate with Marketing teams to expand the region’s serviceable footprint
• Perform other duties as needed, including attending trainings and meetings
Required Keys for Success
• 12+ years of experience in business operations delivering cable or fiber products, including roles in service delivery, order operations, installation and construction
• 10+ years of management experience leading teams across multiple geographic areas
• Demonstrated success in building and leading effective teams
• Visionary thinker, able to forecast and anticipate future needs of the business
• Ability to focus on overall strategy of the region
• Strong presentation skills at the executive level
• Comfortable in a dynamic, fast-paced environment
• Excellent problem-solving, critical thinking and organizational skills
• Consistent exercise of independent judgment and discretion in matters of significance
• Adept at analysis and translation of facts into data-driven reports
• Knowledge of Microsoft Office
• Strong written and oral English communication skills
How You Will Stand Out from the Crowd
• 10+ years of experience in the telecommunication, data services or technology-based industry
• Experience managing and prioritizing large-scale projects
• Skilled in motivating individuals and developing a cohesive team
• Collaborative leader, able to multitask and manage change
• Project a positive attitude towards colleagues and customers
• Ability to align systems, programs and people with the company strategy and culture
• Proven relationship building skills
• Complete knowledge of company products, services and technology
• Expert knowledge of cable and fiber operations
Your Education
• Bachelor's Degree in business-related field, or equivalent training, education and experience
What You Can Expect
• Office environment
• Frequent travel (up to 40%)