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Service Delivery Project Manager

Silver Spring, Maryland | Clerical/Administrative
Job ID: 93659
Listed on 9/10/2019

KellyMitchell matches the best IT and business talent with premier organizations nationwide. Our clients, ranging from Fortune 500 corporations to rapidly growing high-tech companies, are exceptionally served by our 1500+ IT and business consultants. Our industry is growing rapidly, and now is a great time to launch your career with the KellyMitchell team.


Title: Service Delivery Project Manager


Job Description & Responsibilities

The Lead Specialist has overall responsibility of managing and coordinating service install activities on behalf of VPS Affiliate Customers. These responsibilities include the following:

  • Planning
    • Proactively pulls PONS/Orders for review
    • Perform daily order follow ups
    • Spearhead project management for large complex projects when needed
  • Coordination
    • Coordinate all service installation activities ( site survey, dispatch, equipment, activation, etc. ) with and on behalf of the customer
    • Monitor order progress and escalate as appropriate to internal teams
    • Coordinate and host meetings with customers, Sales Account team, and internal groups (e.g. Service Delivery, Engineering, Account Management
  • Communication
    • Main point of contact throughout order lifecycle that will serve as the liaison for providing or verifying critical order information. e.g. provide regular implementation reports on all orders in progress
    • Clarify provisioning requirement questions with customer
    • Provide the customer and account teams with frequent updates and status reports (both written and verbal as required).
  • Reporting & Metrics
    • Generate and distribute customized order status reports (if needed)
    • Build content for client service reviews (if needed)
    • Manage the success of key performance metrics: CDD, CDDD, Interval
  • Cross Functional Engagement
    • Build strong relationships with downstream partners ensuring cohesive cross functional collaboration.
  • Escalation Management
    • Escalate as required to ensure customer requirements and due dates are met
    • Proactively Notify Management of any order that may turn into an escalation
  • Process Improvement
  • Drive awareness of process gaps


Skills, Experiences, Knowledge

  • Bachelors degree or equivalent work experience.
  • Generally requires minimum of 3 yrs experience in same or related discipline.
  • Previous experience within a Customer Service environment
  • Computer/systems experience (including Microsoft Excel and power point)
  • Project management experience.