Provisioning Manager

Function

Coordinate provisioning of circuits from various carriers, provisioning firewalls, VPN & EDI services for customers. Monitor the performance of the carriers, overseeing the delivery of circuits to customers in accordance to agreed SLA's. Coordinate activities across discrete business and functional areas and communicate effectively across the organization. Possess a strong attention to detail, excellent relationship management skills, and the ability to effectively facilitate work sessions with technical architects and business sponsors.

Reports to

Director, PLM Services


POSITION PURPOSE

The purpose of this position is to manage all day to day aspects of provisioning circuits, firewalls, VPN's & EDI services.

MAJOR RESPONSIBILITIES/ACCOUNTABILITIES

Essential functions/duties of the position

Rank % Time Description
1. 50% Management of Provisioning circuits from multiple carriers, VPN, Firewalls & EDI services
  • Track provisioning of all products from close of sales to delivery & turn up of services to customer
  • Manage business relationship with carriers for pricing, order placement, order processing, service turn up, troubleshooting issues with existing services from carriers & escalating to carriers services management team
  • Manage cancellation of circuits with carriers, equipment returns with customers & track equipment inventory
  • Develop provisioning processes for new products being introduced & optimize existing processes to decrease order to cash duration
  • Track & follow up on open trouble tickets related to provisioned services escalated to Level 3 for resolution
  • Provide a weekly report on network uptime for management review & address outage resolution issues with CSP's.
  • Manage CSP's for providing weekly/monthly reports on outages, order status, service turn ups, & scheduled downtimes.
  • Provide weekly report on monetary value of WIP orders & completed orders to Accounting & Management team
2. 50% Management of Provisioning projects and team
  • Manage a team of 7 to 8 people.
  • Manage overall project performance (scope, quality, schedule, cost, and customer satisfaction).
  • Serve as single-point of contact, establishing, maintaining and managing customer and various internal departmental expectations regarding project performance.
  • Report provisioning status and performance data as required to management and stakeholders.
  • Plan, monitor, and control assigned projects throughout its lifecycle.
  • Coordinate departmental or cross-functional teams, focused on delivering new or upgraded products or corporate processes.
  • Possess competent, fair, and helpful core qualities to run a correct, consistent and stable provisioning operation
  • Directly supervise provisioning staff ensuring resource skill sets are in alignment with required technology
  • Motivate workforce to achieve best-practice provisioning/services performance through proper tool utilization and process consistency
  • Focus on tools and techniques to mentor and guide staff to achieve higher performance and customer satisfaction, keeping customer calls focused, productive, and professional
  • Provide both strategic and tactical metrics reporting to expose trends in customer satisfaction, cash to order performance and provisioning efficiency
  • Identify and implement continuous improvements that support customer satisfaction and efficiency gains in provisioning operations
100%

KNOWLEDGE/SKILLS/ABILITIES REQUIRED

  • 2+ year's supervisor experience in a technical environment. Demonstrated ability to manage teams dispersed in multiple office locations around the US.
  • Maintain high level of customer satisfactions by effective execution of service delivery with a professional and service focused manner
  • 5+ year's experience in provisioning Telco & Managed Security Services. Knowledge of provisioning EDI services is a plus.
  • Possess a wide range of service delivery experience and be able to resolve complex issues at Telco's, customers & internally while working in a complex environment.
  • Be able to work on complex and diverse projects simultaneously and meet deadlines (absolute must).
  • Have an ability to analyze and assess variable competing factors, and exercise superior judgment in selecting methods, techniques and evaluation criteria for obtaining solutions.
  • Be able to successfully complete provisioning projects that are on schedule, within budget and receive high customer satisfaction results.
  • Have strong oral and written communication skills and customer interaction skills.
  • Possess strong project management skills, PMP certification through PMI would be a plus; or be in a position to achieve PMP certification.


DEGREE/CERTIFICATION REQUIRED:

  • Bachelor's degree in Electrical/Electronics/Telecommunications/Computers is required. Master's degree is a plus.
  • PMP Certification through PMI would be a plus.
  • One or more of the following CISSP/ISSEP/SSCP certifications preferred.
  • One or more of the following CCNA/CCNP certifications preferred.


PHYSICAL REQUIREMENTS:

None



To apply, email your resume and cover letter to jobs@anx.com. ANX is an equal opportunity employer.