Service Delivery Manager FLSA
Status: Exempt
General Definition of Work
Performs intermediate
advanced technical work providing accountability for the fiber utility’s
service deployment with direct management oversight of customers’ experience
from the perspective of the outside plant and in-home service delivery, and
related work as apparent or assigned.
Work involves setting policies and goals under the direction of the Director
of Broadband Services. Departmental
supervision is exercised over all personnel within the department.
Qualification Requirements
To perform this job successfully, an individual must
be able to perform each essential function satisfactorily. The requirements listed below are representative
of the knowledge, skill and/or ability required and are not necessarily actual
functions of this position. Reasonable
accommodations may be made to enable individuals with disabilities to perform
the essential functions.
Essential Functions
Performs
duties in accordance with the City's keys to excellent customer service; acts
as team or group leader in the implementation of adopted City outcomes and
goals.
Evaluates
and oversees service delivery of voice, video and data solutions over fiber to
the home networks.
Manages
and deploys outside plant and associated infrastructure including in-house
wiring for data, video and voice delivery systems.
Develops
and maintains installation methodologies, program planning, resource allocation
and operational relationships for service delivery.
Recommends
and improves processes to deliver service offerings to business and residential
customers.
Provides
status updates of service delivery to management.
Maintains
network support service levels, documentation and process controls.
Evaluates
new products and service offerings for delivery.
Establishes
and/or revises standards, policies, configuration guidelines and procedures to
operate all telecommunications infrastructure components.
Provides
technology insight, assistance and response to service delivery issues.
Works
with wholesale service providers and partners on issues relating to the systems
infrastructure and services they provide.
Ensures
methods and tools are followed for the troubleshooting and researching of
problems.
Manages
capital and expense budgets used to deliver and maintain services, with a
critical eye toward cost management.
Supports
NOC in service restoration efforts.
Oversees
installation team’s daily effectiveness and operation.
Reviews
work orders and OSP records for accuracy and issues.
Responds
to a variety of citizen inquiries and complaints, some of which may be
difficult and sensitive to resolve.
Provides
excellent customer service to citizens, associates and other individuals
encountered during the course of work.
Participates
in development and administration of the broadband service’s annual budget;
monitors expenditures authorized in the annual budget; monitors expenditures
authorized in the annual budget for staffing, equipment, materials and
supplies; reviews requests for modifications to the approved.
Helps
to develop, organize, implement, management and review goals and objectives for
the utility including those City Council goals assigned to the Broadband
Services group by City management.
Manages,
supervises, reviews and participates in the preparation, development and
evaluation of highly technical studies, reports and analyses related to video,
telecommunication and data systems.
Knowledge, Skills and Abilities
Thorough knowledge
of organizational and management practices as applied to the development,
analysis and evaluation of fiber utility programs, policies and operational
needs; thorough knowledge of principles and practices of organization,
administration, program development and personnel management as it relates to
fiber utilities; thorough knowledge of principles and practices of budget
preparation and administration currently used by the City of Salisbury;
thorough knowledge of the principles and practices of supervision, including
training, performance evaluation, and discipline currently used by the City;
thorough knowledge of the pertinent federal, state and local laws, codes and
regulations related to a fiber utility; ability to analyze problems, identify
alternative solutions, project consequences of proposed actions and implement
recommendations in support of goals; ability to effectively administer a
variety of activities related to a fiber utility; ability to analyze,
interpret, summarize and present administrative and technical information and
data in an efficient, effective manner; ability to communicate ideas
effectively in both an oral and written format; ability to gain cooperation and
consensus through discussion and persuasion; ability to select, supervise,
train, evaluate and discipline assigned staff; ability to prepare, administer
and monitor the department budget; ability to respond effectively to concerns
raised by the City Council, City management and citizens; ability to interpret
and apply federal, state and local policies, procedures, laws and regulations
related to a fiber utility; ability to demonstrate excellent leadership and
management skills including the ability to work independently, supervise
departmental employees and provide team and project leadership; ability to
establish and maintain effective working relationships with City officials,
associates, governmental agencies, consulting engineers, contractors, vendors,
and the general public.
Education and Experience
Bachelor's
degree with coursework in engineering, construction management, or related
field and extensive experience in managing the design, permitting, right of way
acquisition, material procurement, contractor selection, contract negotiations
contractor management and test and acceptance of fiber optic outside plan
projects, or equivalent combination of education and experience.
Physical Requirements
This work
requires the frequent exertion of up to 10 pounds of force and occasional
exertion of up to 25 pounds of force; work regularly requires sitting, speaking
or hearing and using hands to finger, handle or feel and occasionally requires
standing and walking; work has standard vision requirements; vocal
communication is required for expressing or exchanging ideas by means of the
spoken word; hearing is required to perceive information at normal spoken word
levels; work requires preparing and analyzing written or computer data,
operating motor vehicles or equipment and observing general surroundings and
activities; work occasionally requires exposure to outdoor weather conditions;
work is generally in a moderately noisy location (e.g. business office, light
traffic).
Special Requirements
Valid Class “C” driver's
license in the State of