Sr. Solutions Delivery Specialist - Cisco / Network

Our client, a global leader in Atlanta, GA, seeks a Sr. Solutions Delivery Specialist for a direct-hire opportunity. Applicants can be based out of Atlanta, GA or Dallas , TX. Purpose

Ensure a high level of product delivery support to the company's customers by owning and managing the product delivery engagement.
Own the delivery lifecycle by ensuring accuracy and timeliness of orders, and collation and distribution of order process as either part of a project team or as the sole owner of the delivery.
Responsible for the delivery of services and solutions to customer locations within a defined region by monitoring and coordinating all actions required to deliver the service.
Provide subject matter expert support to other members of the team as either Senior Product Delivery Expert or Team Leader.

Key Responsibilities

Validate, check and correct order request forms ensuring entry of clean orders.
Completion and distribution of required forms.
Assist in initializing physical site surveys.
Problem analysis and resolution, including managing escalations and creating/managing action plans for blocked orders.
Perform set standard tests before hand over to customer.
Anticipating potential problems with implementations and alerting Project Manager for proactive response
Consolidation of order progress reports.
Meeting or exceeding the KPIs set for on-time and right first time delivery of services.
Be aware of all service orders in region and the typical installation problems to prevent them.
Understanding of the features, terminology, limitations and restrictions of various company or Supplier services.
Competent in the process and tools required to deliver the company's or Supplier services.
Know how and compliance of escalation process and matrix.
Effective communication and distribution of data that might be part of operational support, customer billing, and technical configuration data.
Assist in the scheduling of migrations, as well as in the actual migration calls.
Minimize the risk of implementation problems by carrying out regular reviews of the progress of the customer requests against agreed timeframes.
Validate the product delivery components of the project plan and related orders.
Engage in equipment and component ordering requirements with both the local and the central ordering facilities.
Collect essential data for reports, and ensure reports are made available. Analyze reports to management as requested.
Take ownership of all exceptions and manage to resolution.
Responsible for the coordination of the final delivery/migration while ensuring that defined acceptance tests are carried out successfully.
Achieve minimum of 95% 'Right First Time' success rate for customer activations and migrations.
Manage effectively all service activation/migration conference calls.
Be aware of typical installation problems and prevent against them through effective project management.
Quick problem identification and effective mobilization of resources to resolve it.
Act as a subject matter expert for the service delivery process within the Business Unit.
Maintain effective operational contact with all 3rd parties and suppliers involved in delivering services and manage mobilization of resources to resolve problems.
Train other members of the team as required.

Education and Required Skills

Bachelor's degree in Business, IT or equivalent years of experience in an IT industry.
Management training or qualification
5-7 Yrs. of customer delivery experience and knowledge of delivery processes in the telecom industry.
2-4 Yrs. of leading customer solutions.
Expert Cisco knowledge (CCNA, CCDA and CCIE)
Expert LAN/WAN knowledge/experience
Ability to learn what you don't know- be able to andldquo;logicandrdquo; way through an issue, even if all knowledge is not there.
Detailed knowledge of ATI market preferred.

Knowledge and Skills

Excellent communication, planning, time management, prioritization, and organizational skills.
Solid knowledge of delivering customer solutions in an IT environment.
Solid knowledge of resolving customer service issues in an IT environment.
Knowledge of Airport and Airline environment.
Knowledge of MS Office and reporting tools.
Service level agreement experience.