Implementation Manager

The Manager of Service Implementation will oversee the delivery of telecommunications solutions to clients. This position requires leadership in project management, with a focus on customer service, service delivery, provisioning, and strong communication across cross-functional teams. The role also involves enhancing administrative and operational processes in line with organizational policies, with a goal of ensuring timely and efficient delivery of services.

Keys to success include flexibility, a customer-centric approach, and problem-solving skills to overcome project challenges.

Responsibilities:

• Lead and manage teams responsible for telecom service implementation.
  
• Oversee service provisioning, customer onboarding, and maintain high standards of delivery.
  
• Act as the main point of contact for clients during the implementation phase, ensuring strong relationships and customer satisfaction.
  
• Manage project escalations and troubleshoot service delivery issues.
  
• Ensure industry standards and company procedures are followed.
  
• Provide leadership for process improvement in service delivery and customer service.
  
• Develop and manage processes for tracking orders, resource allocation, and project timelines.
  
• Oversee pre/post-sales relationship management and ensure a smooth transition to support teams after service delivery.
  
• Maintain CRM systems and project tracking tools.
  
• Manage out-of-scope changes and maintain communication with internal stakeholders.
  
• Review legal contracts and agreements, providing recommendations.
  
• Provide periodic activity reports to leadership and customers.
  

Requirements:

• 3+ years of project management experience (familiarity with tools like Microsoft Project is preferred).
  
• 3+ years of management experience in a customer-facing role.
  
• 5+ years of experience in customer service within telecommunications.
  
• Expertise in telecommunications service delivery and provisioning.
  
• Strong leadership, team management, and communication skills.
  
• Ability to manage escalations and work across teams in a fast-paced environment.