Service Delivery Program Management Manager

Service Delivery Program Management Manager

The Service Delivery Program Management Manager, as part of the Service Delivery and CRO Organization, will program manage customer installation activity for North, South, and Central Americas, lead reporting and KPI metrics, and serve as the escalation point of contact for customer installation activity from point of sale until customer acceptance. This position reports to the VP of Service Delivery.

Primary Responsibilities

• Manage internal and external communications on customer installation activity for assigned region(s). This will include tracking major milestones, addressing dependencies and all roadblocks toward customer install date readiness.
• Program manage the on-site build of ECX and Customer products including cabinets, cabinet infrastructure, Meet-Me-Room, structured cabling, cross connect, outside and inside plant builds to meet customer needs.
• Direct and manage multiple projects progress from beginning to end.
• Create and distribute team Key Performance Indicators (KPI's).
• Create and distribute team daily, monthly, and quarterly reporting milestones.
• Serve as team lead on project timeline milestones for potential and sold customer projects requiring installation support.
• Assist in the creation of project timeline forecasting tool(s).
• Assist in the creation of tools supporting tracking of project milestones (e.g., RIO)
• Build, develop and motivate an on-site bench of technical support members.
• Lead program management of vendor relationships for on-site milestone needs.
• Works collaboratively with Sales, Engineering, Operations and Account management to ensure customer deliverables are met on time, within scope, and adhering to ECX standards.
• Attend meetings on behalf of ECX and other PMO team members; work with local stakeholders as required to achieve project goals; record and distribute meeting minutes.
• Provide high-quality, recurring and ad-hoc, verbal and written reports as required.
• Continuously work with internal teams to ensure customer installation activities are properly communicated and understood for external customer dissemination.
• Takes on ad hoc, special projects or cross-functional tasks as requested.

Knowledge, Skills & Abilities

• Customer first attitude.
• Self-starter with positive attitude and strong emotional intelligence.
• Proficient knowledge of computer environment including Microsoft applications such as Microsoft Project Pro, PowerPoint, and Excel.
• Strong interpersonal and leadership skills of teams across multiple locations.
• Program management mindset - manages multiple, overlapping and at times conflicting requirements, prioritizing as required.
• Management level communication skills, both written and verbal.
• Strong attention to details.
• Experience leading teams and coordinating with peers and other disciplines on driving projects/issues to closure.
• Commitment to organizational excellence and constant awareness to seek opportunities to improve processes/quality of deliverables.
• Strong ability to prioritize and manage multiple projects/responsibilities.
• Strong ability to meet committed timelines, leveraging assistance/input from peers.
• Strong and effective team player in working with various disciplines and peer groups.
• Strong problem-solving skills, attention to details, and a strong commitment to safety.

Experience/Education

• 7+ years of relevant professional experience in operations, program management, deployment of data center infrastructure or related function, demonstrating progressive career growth and pattern of exceptional performance.
• 5+ years demonstrated ability to lead development of preliminary schedules and cost estimates with high level resource planning and stakeholder coordination.
• Bachelor's degree in a technical discipline or equivalent experience.
• Candidates with experience in engineering, construction, or technology companies, as well as those with experience in leadership, are strongly encouraged to apply.

Travel

• Up to 15% (both domestic and international) with the flexibility to travel on short notice.

EdgeConneX believes diversity - of thought, backgrounds, and experiences - affects all that we do, from our employees to the solutions we deliver. Our goal is to create an environment in which inclusion through diversity helps deepen the lives and work experience of our employees, enhances our innovation and creativity, and enriches our involvement in our communities. EdgeConneX is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, or ancestry, physical or mental disability, as well as any other category protected by applicable federal, state, or local laws.

The preferred pay range for this position is $120,000.00 to $140,000.00. Compensation will be finalized after consideration of the successful applicant's prior work experience, education level and relevant education, and unique skills. EdgeConneX is committed to finding the right person for this role, and salary requests above or below this range may be considered. Benefits offered include medical, dental, 401(k), and more.