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Service Delivery Coordinator

Boulder, CO
The Fiber to Tower Service Delivery Coordinator is responsible for the overall success and delivery of FTT projects.  The FTT SDC  is the single point of contact to the customer and works side-by-side with the FTT Project Manager (PM) who has overall responsibility of the project including:  construction schedules, budgeting, and network engineering. Additional responsibilities of the FTT SDC include:
  • Customer Single Point of Contact –
    • Schedule and lead customer kickoff meetings.  As new projects develop, the FTT SDC is responsible for putting together and delivering a customer presentation that captures the scope of the project and the initial design.
    • Schedule and lead regular customer status meetings as often as customer dictates. (i.e. weekly or bi-weekly)
    • Develop and communicate status reports based on customers reporting requirements
    • Be available to customers on an as-needed basis for answering questions about the status of the project or any other issues that pertain to the project or company as a whole (i.e. directing customers to other product groups for assistance).
    • Send customers individual service notifications, such as, FOC dates, circuit test complete notifications and/or billing commencement notifications.  
    • Manage site design approvals; the customer and company are responsible for approving final site designs and the FTT SDC needs to track and store these approvals.
    • Coordinate site access approvals with customers; some sites require special access instructions.  It is the responsibility of the FTT SDC to obtain instructions and coordinate access for construction personnel.
  • Customer Contract Authority – The FTT SDC needs to be the authority (for both internal and external stakeholders) on contract details that pertain to service delivery.  Details such as:  committed delivery schedules, FOC date setting requirements, billing acceptance, reporting requirements, test acceptance, etc.  The FTT SDC is not expected to be a commercial contract expert.
  • Internal Project Management – The FTT SDC is responsible for managing the project in SalesForce.
    • Creating and managing Internal Service Orders (ISO’s). 
      • Create the initial site ISO’s necessary for the project
      • Assign tasks (manually or request bulk assignment) to proper groups or individuals
      • Act as the authority to the project team on task definitions and closure requirements
      • Keep tasks current by regularly policing open tasks and ensuring project team members close tasks timely and properly.
      • Ensure all information on the ISO is accurate at all times
    • Managing Service Orders (SO’s)
      • Move SO’s through the proper staging process (i.e. from Order Submitted to Pipeline)
      • Manage SO dates and other critical information for accuracy and timely task closures
      • Assign tasks (manually or request bulk assignment) to proper groups or individuals.
      • Keep tasks current by regularly policing open tasks and ensuring project team members close tasks timely and properly.
      • Ensure all information on the SO is accurate at all times.
    • Create and maintain the FTT Tracker.  The FTT tracker is an Excel spreadsheet customized for service delivery and works in conjunction with SF. It is used to more easily produce customized customer reports and track customer deliverables (i.e. customer room ready dates).
      • Trackers get bulk loaded to SF; the FTT SDC is responsible for ensuring the tracker is set up properly for the bulk load process to work.
      • While there are many project team members responsible for inputting data to the tracker, it is the FTT SDC’s responsibility to ensure the tracker is working properly (formatting and automatic lookups are correct) and all data is accurate.
      • The FTT SDC is the tracker authority for definitions, how to use and overall management.
    • Authority on Salesforce – knowledgeable on SF reporting, definitions, processes, and SF abilities.
  • Revenue Forecasting – FTT SDC’s, in conjunction with the project PM, are responsible for accurate forecasting of project revenue in SalesForce.
  • Billing – FTT SDC’s are responsible for ensuring all Service Orders are sent to billing prior to the end of the month deadline.  
  • New Projects:
    • As new projects are sold, it is the FTT SDC’s responsibility to ensure the new project is transitioned timely and accurately from Sales to Service Delivery.
    • Manage the SF Opportunity from order close to order acceptance.
    • Determine accuracy of the project information from Sales to Service Delivery (i.e. number of sites, site addresses, value of the sites, MRR of the services, etc.)
    • Organize an internal project kickoff meeting that will be run by Sales’ Sales Engineer and PM but organized by the FTT SDC.
  • Process Improvement:
    • The FTT product is constantly evolving and changing and, as such, processes and responsibilities change.  FTT SDCs are often tasked to help define and document processes to help the overall performance of the team.
For immediate consideration please submit your resume in Word format, along with daytime contact information.  LOCAL CANDIDATES ONLY PLEASE unless you are willing to relocate yourself at your own expense.  Client is unable to provide H-1B Visa sponsorship at this time. All submittals will be treated confidentially.  Selected candidate may be asked to pass a comprehensive background, credit and/or drug screening.  Principals only, no third parties please.
Established in 2000, Atrilogy Solutions Group, Inc. provides organizations of all sizes with high-quality, cost effective information technology (IT) and business process consulting & staffing services.  Our industry-leading service model combines experienced project managers with seasoned technical and functional consultants to eliminate client uncertainty and deliver superior value and results.
Clients turn to Atrilogy for expertise in:
  • IT staffing and placement (Project Managers, Agile/Scrum Masters, Business Analysts, DBA’s, Software Engineers, Mobile Developers (iOS, Android), DevOps, Automation, QA, Systems & Network Engineers, Cyber Security / Information Security Specialists)
  • All major ERP & CRM packages (including Oracle, Workday, PeopleSoft, JD Edwards, Lawson, SAP, Dynamics AX, Salesforce, Microsoft CRM, NetSuite)
  • Business Intelligence, Data Warehousing, and Big Data Integration
  • Creative (Interactive Project Manager/Art Director, Information Architect, UI/UX Designer, Web/Graphic Design)
Atrilogy has been recognized by Inc. magazine as one of the nation’s fastest-growing, privately-held companies. Headquartered in Irvine, California, Atrilogy also has offices in Denver, Phoenix, Atlanta, and Dallas with satellite offices in Boston, Jersey City, Las Vegas, Seattle, and Delhi, India.
Atrilogy Solutions Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, protected veteran status, or any other basis protected by applicable law, and will not be discriminated against on the basis of disability.
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.
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