Service Delivery Project Manager

Hotwire Communications Ltd; Fort Lauderdale (FL); On-site; USD 95,000 - 120,000; Full time

Job summary

Hotwire Communications Ltd is seeking a Service Delivery Project Manager who thrives on onboarding new clients and delivering concierge support. You will join the Service Delivery team to ensure superior customer experience through every interaction and apply best industry practices to streamline service delivery processes.

In this role you will manage day-to-day projects, document delivery workflows, track metrics, and collaborate with cross-functional teams to meet deadlines and exceed

Qualifications

• Bachelor’s degree or equivalent project management experience.
• 5+ years of relevant work experience.
• Experience driving process improvements across teams.
• Experience in reporting, analytics, and ROI analysis.
• Proficiency in Word, Excel, PowerPoint, Outlook.
• Knowledge of cable and telecommunications products/services.
• Familiarity with Salesforce.com and Sitetracker.
• Understanding of contract language and agreements.
• Understanding of field operations.

Responsibilities

• Manage day-to-day service delivery projects to meet deadlines.
• Document and improve delivery processes.
• Maintain high performance of service-related processes.
• Build relationships with teams and stakeholders for collaboration.
• Report project status and metrics to management.
• Optimize service delivery through internal and third-party processes.
• Perform additional duties as assigned.

Skills

Project management

Process improvement

Reporting & analytics

ROI analysis

Microsoft Office

Salesforce

Sitetracker

Contract language

Field operations

Education

Bachelor’s degree or equivalent in PM/coordination

Tools

Salesforce

Sitetracker

Job description

The Service Delivery Project Manager is passionate about new client onboarding and ongoing concierge support. As a member of the Service Delivery team, you are committed to providing superior customer experience through every interaction and always looking to apply the best industry practices to improve and streamline Hotwire’s service delivery process.

Duties / Responsibilities

• Day-to-day project management and implementation for assigned service delivery projects. This includes meeting all assigned project deadlines, clear and concise communication and accountability.
• Contribute to establishing, refining and documenting the delivery processes.
• Maintain high performance levels for service-related processes.
• Build strong relationships with teams and stakeholders to enable collaborative and effective dialogue for service delivery project implementation.
• Accountability for meeting established service delivery metrics and customer expectations.
• Understand third-party as well as internal processes and suggest strategies for service delivery optimization.
• Provide accurate and regular reports to the management on the status of all active projects.
• Other Duties as required or assigned

Minimum Qualifications

• Bachelor’s degree or equivalent project management or coordination experience.
• At least 5 years of relevant work experience.
• Proven experience in driving process improvement across diverse teams.
• Relevant experience in reporting & analysis and ROI analysis.
• High level of proficiency in Microsoft Office Suite (Word, Excel, PowerPoint and Outlook).
• Knowledge of cable and telecommunications products and services.
• Knowledge of cable billing and dispatch systems, Salesforce.com and Sitetracker
• Must embrace company principles and demonstrate understanding of Hotwire’s “Concierge” culture.
• Strong project management skills and knowledge of Project Management tools.
• Strong understanding of contract language and other agreements.
• Understanding of field operations.

BENEFITS

• Comprehensive Healthcare/Dental/Vision Plans
• 401K Retirement Plan with Company Match
• Paid Vacation, Sick Time, and Additional Holidays (including your Birthday!)
• Paid Volunteer Time
• Paid Parental Leave
• Hotwire Service Discounts – for employees who live on a property serviced by Hotwire. Discounted service offerings are provided for high-speed internet, video service, phone, and security service
• Employee Referral Bonuses
• Exclusive Entertainment Discounts/Perks

Hotwire provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.