Job details
Job type full-time
Full job description
Overview: general purpose: the vice president, service delivery operations & analytics will be responsible for supporting all service delivery teams by providing reporting, analysis, process improvement, automation, and performance/root-cause trending to allow the service delivery team to focus on core provisioningThis role will own all ancillary functions that support the core delivery of tpx servicesThis includes all provisioning aspects of system and processes: installation, disconnects, changes, scheduling, billing, automation, customer interaction (both pushed and portal)Reports to (supervisor/manager): srVice president, service delivery
Direct reports: service delivery coordinator senior business process & systems analyst manager, disconnects & port outs manager, quality assurance macd manager, proforma
Essential duties and responsibilities:
Implements and manages report analytics with respect to the tpx internal and external customer experience in provisioningWill include system sign off, interdepartmental sign-off, process to respond back to customer.
Provides monthly analytical reporting on root causes, patterns to be able to improve trending.
Manages entire process with respect to on-going management of projects.
Leads the service delivery involvement with respect to new company-wide tool (servicenow or other) to ensure all service delivery teams are represented with their specific needs/requests that addresses all managed services.
Responsible for implementation and training plan while ensuring business is not disrupted.
Works with appropriate personnel to automate service delivery functions - including but definitely not limited to 911, 411, lnp, lidb (currently automated but needs to be enhanced).
Designs and develops tools for all parts of the service delivery business that will measure all aspects including but not limited to financial (partnering with finance), volume, speed, efficiencies, sla`s, hc, cost of order, cost per unit.
Provides provisioning exception reporting for sr management to view overdue tasks creating poor performance/increased costs.
Provides reporting and analysis on results and trend to ensure improvementManagement reporting for performance metric management.
Works with outside vendors to ensure consistency between their reports, consolidate internally and report out.
Leads effort to create a company-wide `sign-off “process with respect to new products, system enhancement and processes affecting more than one department.
Fixes the current billing process with respect to dash and fx.
Increases the current order validation tool to include more checks, make minor changes to dash to prevent high level of rejects, enhance current manual process to focus on highest reject orders vs 100%, review and improve dash to fx automation.
Reviews proforma tasks, performance, efficiencyDetermine if a) existing function is needed b) portion of existing function could be more effective c) what can be automated d) what department (care, service delivery, billing) function if needed should reside.
Improves disconnect processWork with cathy pope and new 3rd party to minimize fte needed to support this effortAfter initial analysis determine % of hc savings/cost savings due to faster turn around and propose then implement planDo quickly to minimize additional costs from 3rd party.
Analyzes internal/external escalationsFunnel through one process to ensure they are addressed, and root cause applied so lessons can be learned, and trending improved.
Works with internal departments on all levels with respect to service delivery involvement - new products, new processes, documentation, process issues, reporting asksWill include epmo, sales, it, finance.
Peripheral duties:
Supports the teams responsible for executing against the service delivery annual operating plan monthly revenue targets.
Desired minimum qualifications:
Education and experience:
Minimum 8 years of experience in a provisioning or service delivery leadership role.
4-year college degree desired but will substitute for experience requirement defined above.
Driving/travel requirements:
This job requires 25% domestic travel.
Tools and equipment used:
Work computer, including word-processing, database and spreadsheet programs.
Physical demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this jobReasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently required to sit and talk or hearThe employee is occasionally required to walk; use hands to finger, handle, or feel objects, tools, or controls; and reach with hands and arms.
The employee must occasionally lift and/or move up to 25 poundsSpecific vision abilities required by this job include close vision and the ability to adjust focus.
This job requires 90% working in front of a computer.
Work environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this jobReasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Selection guidelines: formal application, rating of education and experience; oral interviews and reference check; job related tests may be requiredThe duties listed above are intended only as illustrations of the various types of work that may be performedThe omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the positionThe job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.
