Service Delivery Project Manager

Hotwire Communications Ltd is seeking a Service Delivery Project Manager to support new client onboarding and ongoing concierge support. The role manages service delivery projects, improves delivery processes, coordinates with stakeholders, monitors performance metrics, and reports project status to management.

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

Requirements:

• 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