Nitel is a leading Managed Service Provider specializing in secure, flexible Network-as-a-Service (NaaS). Our software-driven approach empowers businesses with cutting-edge network architectures, optimizing performance and security. We value collaboration and thrive in a fast-paced environment where open communication is key. Join us!

the position

You are responsible for the management of a team of Client Project Managers who are responsible for the timely and successful implementation of new and updated services. Success will be measured via service delivery metrics [KPIs], customer satisfaction [NPS], team management and development, capability, and capacity management, and championing operational excellence via Nitel’s Core Values. You lead with a customer lens, ensuring that the service delivery architectures and infrastructure enable and support the overall customer experience.

You manage and support your team to complete orders and provide communications as per Nitel’s documented processes and work to continually improve the process. You will address all customer escalations for the team and will work cross-functionally to provide a positive and seamless customer experience. You stay current and relevant with the Nitel product offerings, collaborate with peers across Nitel to identify and implement improvement initiatives, and bring innovative thinking to the team.

your playbook

• Deliver accurate, timely and relevant updates to key stakeholders regarding implementation issues, key metrics, and customer and/or partner requests.
• Maintain a clear view of the team’s assignments and responsibilities to effectively manage workload.
• Proactively monitor the team’s performance, create meaningful goals to help direct reports advance along their desired care paths, and provide additional mentorship/training as needed.
• Collaborate with internal stakeholders and establish business critical system KPIs and monitor, track, report and modify plans, as appropriate, to deliver high levels of service and support.
• Conduct regular service delivery reviews, leveraging operational dashboards and analytics to understand areas of service excellence and service gaps; proactively identifying and implementing appropriate actions to address service gaps.
• Develop trusting partnerships with key stakeholders across all business segments.
• Serve as an escalation point for critical business service delivery related matters.
• Monitor and adjust service delivery processes to ensure service level agreements (SLAs) are achieved.
• Proactively solicit and action customer feedback to improve service levels, productivity, and customer satisfaction.
• Mentor and grow a team of high-performing client project managers.
• Provide guidance and structure for new hires and team training on new products and/or delivery methods
• Identify and help drive process improvements and efficiencies, including back-office activities and service delivery via process standardization, process automations, and work centralization.

skills you bring to the field

• Bachelor’s Degree in a related discipline, or equivalent experience.
• 10+ years of telecom, technology, and related management experience
• At least 3 years of experience working with cross-functional teams and staff of all levels including managed service providers.
• Excelled Customer skills, demonstrated ability to put customer first, effectively communicate and empathize with customer needs.
• Strong business partnership and collaboration skills
• Strong servant leadership skills - natural behavior of affiliative, visionary, coaching
• Excellent verbal and written communication skills
• Proven analytical and decision-making skills
• Operational focus with a continuous improvement and innovative mindset
• Business acumen/insight
• The ability to be a change agent

our rally cry

• Put Customers First
• Think as an Owner
• Win as a Team
• Act with Integrity
• Be Better Every Day