At Crown Castle, we work around the country to build and maintain the infrastructure behind the world’s most revolutionary technologies. Our portfolio of communications infrastructure (towers, small cells, fiber) connects cities and communities to essential data, technology, and wireless service—bringing information, ideas and innovations to the people and businesses that need them. As the nation’s largest provider of communications infrastructure and with more than 5,000 employees across the country, we’ve been building the connections that people depend on for 25 years. Crown Castle is an S&P 500 company and one of the largest Real Estate Investment Trusts in the United States with an enterprise value of approximately $70 billion.
Position Title: Manager Service Delivery - Fiber - 7E
The Manager of Service Delivery will be responsible for directing the overall performance of fiber deployment projects within a region, nationally or both. The Manager of Service Delivery will oversee a team of capable and skilled project managers. For all projects being managed by their respective project managers, the Manager of Service Delivery is responsible for ensuring that Crown's financial objectives are met and that Crown Castle's execution relative to external customer expectations and internal key performance metrics are achieved.
Essential Job Functions
Work with the Sales and Sales Engineering organizations to identify candidate projects during the pre-sales stage to develop a working knowledge of the project scope.
Upon contract execution, delegate new projects to team members and convey initial project analysis to ensure the delegate has the ability to successfully implement the scope of work.
Collaborate with Operational and Engineering Department leads to prioritize projects based on customer requirements, revenue targets and resource availability.
Ensure all team members are effectively communicating project statuses, milestones and customer deliverables on a routine basis.
Develop a relationship and serve as an escalation point of contact for customers as well as Crown Castle Fiber management. Must have an overall view on the projects ensuring that issues are raised quickly and addressed from a technical and operational perspective
Contribute Work Flow enhancement initiatives for internal operational teams within Crown Castle Fiber’s CRM system
Determine appropriate revenue recognition, ensure timely delivery and monitor receivables for all assigned projects.
Establish forecasting methodologies across geographic area or function, driving accuracy for Revenue for Wireless and Non-Wireless customers.
Engagement across the Regional teams, strong collaboration and effective communication for process & KPI updates.
Develop and maintain working knowledge of customer contracts and customer expectations.
Monitor project status and ensure that system data are accurate, timely, and complete.
Bachelors Degree, Industry specific certifications, or 7-10+ years equivalent industry experience.
7+ years of experience in a position with telecommunications carrier network engineering, operations and construction roles.
Previous people management experience
Previous experience managing off-site teams strongly preferred
Strong understanding of OSP/ISP construction
Strong understanding of passive / active fiber filter technology and associated deployment
Strong understanding of carrier installation, test and turn-up procedures
Strong understanding of Ethernet technologies and testing
Thorough understanding of project management fundamentals including requirement definition, resource scheduling, risk mitigation and change management.
Must demonstrate experience in managing multiple resources to deliver time-sensitive projects.
Must demonstrate proficiency in customer relationship management and possess the ability to adapt a project management approach to satisfy customer’s needs.
Ability to read and understand financial metrics and identify remedies to financial issues related to fiber deployments
Ability to direct a team by setting goals and priorities to facilitate achievement of organizational objectives
Strong computer skills especially Microsoft Office, Word, Excel etc.
Reports to: National Manager, Service Delivery - Fiber or Director, Service Delivery - Fiber
Title(s) of direct reports: SD Lead Project Manager – Fiber, SD Project Manager – Fiber, SD Associate Project Manager – Fiber, SD Project Coordinator - Fiber
Working Conditions: Works in a normal office setting with no exposure to adverse environmental conditions 80% of the time. Required travel to project sites with exposure to heavy equipment and environmental conditions less than 20% of the time.