at YORK TELECOM CORPORATION in Chicago, Illinois, United States
Job Description
For over 35 years, Yorktel has been the video managed services partner around the world for some of the largest business and government agencies. With over 10,000 video systems under management worldwide – more than any other video communications service provider – Yorktel has the proven expertise and global reach to deliver enterprise-quality visual communications.Yorktel is currently seeking a Program/Service Delivery Manager to serve as the primary business owner and contact for the assigned client and is responsible for client satisfaction. This position provides Modern Workplace THOUGHT LEADERSHIP (voice, video, and collaboration) and proactive leadership and problem solving. The Program-Service Delivery Manager is expected to consistently provide excellent customer service, and represent client needs and goals within the organization to ensure quality. In addition, the Program-Service Delivery Manager, working closely with the Account Manager, will build relationships with clients and their vendors to encourage new and repeat business opportunities as well as develop internal relationships. The program manager is responsible for the Profit and Loss on their individually assigned accounts to ensure that the account reaches the desired profitability within Yorktel. The Program-Service Delivery manager will have responsibility for contract adherence and governance as well as overall accountability for all projects and services provided to the client. The Program Manager will partner with the Yorktel Account Manager to understand client drivers and initiatives to develop a strategic plan that furthers the relationship between Yorktel and the client.This position reports directly to the EVP of Global Customer Experience who will provide direction and support to the Program-Service Delivery Manager in regard to the following areas; development and improvement, career development and client escalation issues. This position will also work closely with various departments to identify, develop, and deploy service offerings and lead strategic engagements with major customers to increase the use of Yorktel services and ensure customer satisfaction. This position will enlist the support of sales specialists, implementation resources, service resources, and company resources as needed. This position may have direct report staff assigned to support responsibilities in specific customers.Modern Workplace (voice, video, and collaboration) technology and business application Thought Leadership, proactive leadership and problem solving, appropriate business acumen focusing on financial and resource management as well as personnel management is required. This position is responsible for overall client satisfaction and profitability of their assigned accounts. Areas requiring demonstrated knowledge include but are not limited to the assigned functions associated with personnel along with development and implementation of processes, procedures, and guidance to ensure optimized customer satisfaction and delivery.This position will have the authority to regularly direct the work of their assigned team and account. This position will work to prioritize workload and delegate the appropriate work to meet the needs of the client. This position will also have the responsibility, authority, and accountability to provide decisions on employee hiring, employee discipline, employee performance management, and employee issues. Resolution of client and employee issues will be made within the Yorktel guidelines of established policies and procedures. The Program Manager will take direction from the client and Sales and will have discretion to use whatever resources needed to ensure customer expectations are met within the terms of the contract and/or work with internal teams to come up with alternate solutions that are within the Yorktel offering.Leadership and Supervisory Responsibilities:This position will have the ability to direct a team of ma
