Delivery Manager

Note: This job profile may include more than one business title job description. See below for each job descriptions listed out by *Business Title. Keep only the job description details required for job requisitions.

*Project Coordinator:
Role Summary:
The Project Management (PM) team is responsible for delivering projects within our Connectivity, Communications, Computing and Security product sets that position GTT as an innovative ICT Integration solutions provider. The Project Management team provides a Professional Services ensuring a smooth delivery of customer orders and projects.

Job Scope/Supervision:
Reporting to the Director, Project Management, the PMO Coordinator will be responsible for supporting the Global Project Management Team including; tracking/reporting, assurance/quality control, information management, financial tracking, risk/issue tracking, change control and support.

Duties and Responsibilities:
The Primary responsibility of the PMO Coordinator will be to support, report and quality control the Global Project Management Team. This includes, but is not restricted to the following functions:

• Assist with updating a weekly Global Project Management Status Report
• Review project documentation with Project Managers
• Assist with Project Gate Reviews
• Assist with Project Health Checks
• Update and monitor the GTT Project Methodology (iPM) templates
• Analyse the project finances, quoted vs. actual
• Cost Tracking, Budget and Forecasting. Ensuring the business and customer know when to expect charges/revenues.
• Analyse the Global Project Management Teams workload
• Assist with the acceptance of Projects into the Project Management team
• Monitor the Project Management Teams Timesheets.
• Adhere to GTT’s Change Control Procedure
• Identify and Manage Risks, Issues, Actions and Dependencies
• Coordination of all delivery tasks
• Monitor Reports for Financial Forecasting
• Monitor Reports for orders on hold, in IFA (In Flight Amend).

*Service Delivery Coordinator:
Role Summary:
The Service Delivery Coordinator will be a part of the Service Delivery Central team. The team is composed of skilled individuals responsible for a range of disciplines. These include Customer Communication, task allocation and coordination of work activities, service delivery and follow-up of delivery progress. Key interface points are both internal and external (i.e. customers, Engineering, Field Operations, Project Management teams, and etc). Regular and concise Customer Communication with efficient and timely coordination of activities across all teams is vital to ensure customers receive the highest quality of service delivery.

Duties and Responsibilities:
• Single point of contact for the Customer or regional Project Manager during the delivery lifecycle
• Manage customer expectations by communicating on a regular basis with all order delivery updates
• Ordering and tracking of specific delivery requirements including local tails, network, and ancillary equipment
• Communicate with multiple vendors to provision and activate services
• Escalate, track, and resolve provisioning issues quickly
• Co-ordination for service delivery related tasks and activities in support of GTT customer orders
• Provide hands-on support for escalations and issue resolution

*Traffic and Capacity Analyst:
Role Summary:
The Traffic and Capacity Analyst is part of Voice Traffic Management Team and will be primarily responsible for supporting and maintaining the capacity and traffic in GTT Voice platforms. His daily tasks will include capacity management of supplier VoIP Interconnects, maintaining relationships with termination suppliers including DDIs assignment or numbers porting coordination. He also acts as escalation point for NOC in case of any supplier related issues.

Job Scope:
Interacts with Voice Delivery, Project Management, Voice Provision, Sales and Account Team, Voice Support, Voice Engineering


Duties and Responsibilities:
• Suppliers’ management.
• Order new Telephone Numbers and Process Porting Requests.
• Maintain Telephone Number Database.
• Maintain good peer to peer relations with Porting Desk in 3rd party partners.
• Point of contact for Service delivery, number portability requests, coordinating process between GTT teams and providers.
• NOC/Provisioning escalation point in case of problems with suppliers.
• Act in case issues found both in traffic pattern and capacity usage on supplier Interconnects.
• Liaise with customer, providers, and other third parties to ensure smooth Number Porting or fault progression.
• Point of Escalation for unresolved customer tickets in respect to Telephone Numbers and Porting.
• Propose processing improvements and changes to enhance services.

*Service Delivery Coordinator with French:
Role Summary:
The Service Delivery Central team is composed of skilled individuals responsible for a range of disciplines. These include task allocation and coordination of work activities, service delivery and follow up of delivery progress. Efficient and timely coordination of activities across all teams is vital to ensure GTT’s customers receive the highest quality of service delivery.

Job Scope/Supervision:
Key interface points are the Customers, Vendor coordinators, Provisioning engineers (PNOC IP, DE, PNOC. Voice), Order assurance, Sales teams, all other Service Delivery teams, Field engineering third parties, Equipment suppliers.

Duties and Responsibilities:
• Provide regular updates to corporate customers, keeping them aware of the progress on their orders and assisting them with any issues that may arise during the delivery lifecycle
• Matrix-manage internal GTT’s teams to ensure accurate understanding of delivery progress is available and being communicated to customers
• Order and track specific delivery requirements including Local Tails, network and ancillary equipment
• Prepare customer documentation to support formal service delivery and handover process
• Abide strictly by key delivery business metrics (KPIs) and targets