Service Fullfilment Manager

OverviewThe Service Fulfillment Manager (SFM) position is a partner facing role, responsible for successfully executing and delivering all the contracted deliverables. The SFM will build partner relations to gain in-depth knowledge of the customer environment and related business objectives to deliver ngena’s. You would act as a key member of the Service Fulfillment Americas Team and be responsible for the Fulfillment Delivery Management for all SDWAN end customers. You will become part of a global team; this requires a strong motivation to integrate and contribute to a multi-cultural environment.As a Service Fulfillment Manager (SFM), you will be responsible for the day-to-day management and delivery against contractual commitments including driving improvements in overall quality, SLA performance, cost management, best-practice standardization, and resource allocation. You will be responsible for managing customer requests of Install, Move, Add, Change and Delete (MACD), device maintenance (RMA requests) and related Project activity. You will coordinate with peers in other regions to ensure a seamless and consistent customer experience in various markets across the globe.**Responsibilities**- Responsible for orders to fulfilment, partner status reporting and partner alignment- Supervise/Manage team responsible for providing on-site installation and project delivery to end customer according to contractual service levels.- Act as the primary point of contact for operational & installation issues, representing fulfillment of all in-scope services to the customer including timely and cost-effective execution of Service Level Agreements (SLA’s) while identifying & recommending service delivery optimization- Plan, direct, and monitor the operation of projects- Set and drive plans to meet business and operation targets.- Handle cross-functional escalations.- Maintain strong relationships with customers and other functional managers.- Maintain strong relationship internally with other functional managers.- Act as a key advisor to ngena Partner Managers- Provide leadership and mentoring of onsite teams.- Promote and encourage innovation across the team.- Lead/contribute to team meetings, maintaining transparency of service strategy and key operational responsibilities.- Provide absence cover for management colleagues.- Build and maintain relationships with the partners, displaying a healthy blend of flexibility, proactivity, and control in your approach.- Manage absence across the wider team to always ensure full-service coverage- Willingness to learn dependencies in a quite complex process and technology environment.- Availability to work on weekends as business demands- Ability to carry moving equipment up to 25kgs/ 50 lbs.- Availability to travel for less than 10%**Knowledge And Skills**- Working knowledge of break-fix incident tracking, including ServiceNow (SNOW) and other similar systems- Excellent written and oral communication skills.- The ability to work in a fast paced and ambiguous environment with high judgement skills is a necessity.- Skills project management, planning, problem solving, innovation, analysis, communication, and negotiation.- Escalation and problem management, including gap analysis and development/implementation of corrective actions plans as required- Participate or lead proactive re-engineering activities that provide recommendations to optimize support solutions.- Grow and build relationships through direct customer relationships and driving customer loyalty and satisfaction- Communicate fluently in English and Spanish**Education And Experience Required**- Minimum Bachelor’s degree or equivalent experience required.- Typically, 3-5 years of related experience in Service delivery management with proven supervisory and managerial abilities in Telecom or IT (Information Technology) industry- Three years of customer support and SDWAN experience desired.- PMP knowledge, preferably certified- Multi-cultural and cross-country experience desired.- Experience in project/program management- Experience working in a matrixed environment- Experience working with remote teams and different time zones