CellAntenna Corporation Senior Program Manager / CPM in United States

CellAntenna Corporation requires a Service Delivery Manager who will oversee the delivery of services or service technology to a company's clients or customers.

The manager must establishes policies designed to ensure consistently high service performance, monitor employees and evaluates customer feedback to develop quality improvement processes, tied to the industry best practices.

Processes and Procedures The main role of the service delivery manager is to establish or refine service delivery processes. The goal is to establish uniform processes and procedures to ensure that each customer gets the same experience from the onset of contact. Project management skills are needed along with MS project, in order to secure proper project follow up and planning.

E2E process understanding, from permitting (AHJ and Carriers) to execution, related to the Cell DAS and Public Safety implementation. Strong process improvement approach based on industry best practice.

Technical Skill This person need to be very knowledgeable in the telecom industry, wireless network, In-building solutions, Cellular DAS, Public Safety DAS.

A good understanding and criteria of OSHA, Quality Installation Standards, Read Floor Plans, Understands AC & DC, Understand cables/Connectors testing, in building Construction Code, Antennas knowledge about RF, Signal propagation, Install Amplifier Equipment, Cobham Amps, Solid, Westel, ADRF, Corning, etc.

In general, good understanding of all the technical aspects related to the In-building solution CELL and PS business.

Supervision The service delivery manager needs to have a general oversight over employees involved in the delivery process, even though he may not be their direct manager.

Managers who receive complaints or feedback on a particular work team or employee will share those comments with managers and staff involved.

Ultimately, the service delivery manager holds all service departments and employees accountable for carrying out the required processes and tasks.

Cost and Efficiency Ensure delivery processes are efficient and cost effective.

Reduce costs and streamline the process without adversely impacting the client experience,

In our technology service industry, the Candidate needs to have emphasis on efficient delivery of hardware and installation services. Develop and support tiered pricing plans that let customers pay more for higher or more involved levels of service.

Customer Satisfaction A key role for the service delivery manager is to constantly assess customer feedback and make necessary improvements.

Conduct evaluations with customers on the phone, via e-mail or through postal mail.

Set customer satisfaction goals on various individual criteria as well as the total customer experience.

7 years of experience in this role or similar

Education: BS Telecom or similar. MBA a plus

Technical Skill This person need to be very knowledgeable in the telecom industry, wireless network, In-building solutions, Cellular DAS, Public Safety DAS.

A good understanding and criteria of OSHA, Quality Installation Standards, Read Floor Plans, Understands AC & DC, Understand cables/Connectors testing, in building Construction Code, Antennas knowledge about RF, Signal propagation, Install Amplifier Equipment, Cobham Amps, Solid, Westel, ADRF, Corning, etc.

In general, good understanding of all the technical aspects related to the In-building solution CELL and PS business.

Supervision The service delivery manager needs to have a general oversight over employees involved in the delivery process, even though he may not be their direct manager.

Managers who receive complaints or feedback on a particular work team or employee will share those comments with managers and staff involved.

Ultimately, the service delivery manager holds all service departments and employees accountable for carrying out the required processes and tasks.

Cost and Efficiency Ensure delivery processes are efficient and cost effective.

Reduce costs and streamline the process without adversely impacting the client experience,

In our technology service industry, the Candidate needs to have emphasis on efficient delivery of hardware and installation services. Develop and support tiered pricing plans that let customers pay more for higher or more involved levels of service.

Customer Satisfaction A key role for the service delivery manager is to constantly assess customer feedback and make necessary improvements.

Conduct evaluations with customers on the phone, via e-mail or through postal mail.

Set customer satisfaction goals on various individual criteria as well as the total customer experience.

7 years of experience in this role or similar

Education: BS Telecom or similar. MBA a plus