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BBG Communications
1658 Gailes Boulevard, San Diego, CA, 92154
Phone: 1.619.661.6661

Telecom Service Delivery

2008-04-15

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The Telecommunications Service Delivery Lead ensures the quality of the service delivery for retained and outsourced services. The individual will also be expected to monitor and report on service delivery performance; conduct effective gap and root cause analysis.

The delivery lead will also be expected to manage the day-to-day operational relationship with outsourced and other service providers. The Service Delivery Lead generally reports to the Director, Service Delivery.

Some of the general Responsibilities can include:

1. Ensure that telecom service performance consistently meets service standards

2. Review and validate telecom service performance reports from the service providers

3. Resolve telecom operational and service provider-related issues

4. Define and revise telecom service performance reports to enable performance trend analysis and improved business decision-making

5. Provide telecom service level credit information to Manager, Commercial Management to aid in invoice verification

6. Assist with telecom invoice verification with a particular focus on the quantities of services invoiced for the billing period

7. Coordinate with the Commercial Management and Finance Manager to capture/confirm telecom business-value achievement

8. Assist with periodic audits of retained and outsourced telecom services activities to ensure compliance with policies and procedures

9. Participate in root cause analysis of problem areas

10. Define changes to the telecom services and/or service levels that require new initiatives, projects and/or contract changes

11. Facilitate the telecom capacity planning process working with demand forecasts from the business units and consumption data

12. Maintain compliance with ARC infrastructure standards for telecom services

13. Make certain that telecom service providers follow the Change Management process