Service Delivery Project Manager

Hotwire Communications; Fort Lauderdale (FL); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

401K with company match

Paid vacation & holidays

Hotwire service discounts

Job summary

Hotwire Communications is seeking a Service Delivery Project Manager in Fort Lauderdale to lead new client onboarding and ongoing concierge support. You will drive timely project delivery, coordinate with cross-functional teams and ensure a superior customer experience.

The role emphasizes documenting delivery processes, reporting on project status, and optimizing service delivery through industry best practices.

Qualifications

• Bachelor’s degree or equivalent project management or coordination experience.
• 5+ years of relevant work experience.
• Proven experience driving process improvement across diverse teams.
• Experience in reporting & analysis and ROI analysis.
• High proficiency in Word, Excel, PowerPoint and Outlook.
• Knowledge of cable and telecommunications products and services.
• Experience with Salesforce.com and Sitetracker
• Understanding of Hotwire’s Concierge culture and PM tools.
• Strong contract language and field operations knowledge.

Responsibilities

• Day-to-day project management and implementation for assigned service delivery projects.
• Contribute to establishing, refining and documenting the delivery processes.
• Maintain high performance levels for service-related processes.
• Build relationships with teams and stakeholders for dialogue on project implementation.
• Meet service delivery metrics and customer expectations.
• Understand third-party and internal processes; suggest optimization strategies.
• Provide accurate and regular reports on the status of all active projects.
• Other duties as required or assigned.

Skills

Project management

Communication

Process improvement

Reporting & analysis

ROI analysis

Microsoft Office

Salesforce.com

Sitetracker

Contract language knowledge

Field operations understanding

Education

Bachelor’s degree or equivalent project management or coordination experience

Tools

Microsoft Office Suite

Salesforce.com

Sitetracker

Project management tools

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:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• 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:

We truly appreciate and value all our employees and show our appreciation by offering a wide range of benefits, including:

• 401K Retirement Plan with Company Match
• Paid Vacation, Sick Time, and Additional Holidays (including your Birthday!)
• 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

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.

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Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.