Job Overview

Job Description:

Join AT&T and reimagine the communications and technologies that connect the world. Our Consumer Technology experience team is delivering innovative and reliable technology solutions to power differentiated, simplified customer experiences. Bring your bold ideas and fearless risk-taking to redefine connectivity and transform how the world shares stories and experiences that matter. When you step into a career with AT&T, you won’t just imagine the future-you’ll create it.

The Service Delivery Manager (SDM) has the responsibility for managing life cycle ordering requests for services defined as a MACD (pre-defined scope and price) as well as all transport circuit and standard (COE) product procurement support on projects. They are independently responsible for negotiating shared expectations among customers, sales, and the supporting Work Centers, and communicating expectations to all organizations providing service to the client.

They may partner with business operations and billing environments to ensure that the requested network services are correctly implemented, with all decisions ultimately at the discretion of the SDM. This position requires the management of complex life cycle delivery with a focus on high speed and emerging services; full accountability of all escalation and expedite situations for the services they are implementing; ownership and management of the customer experience; order status and tracking; relationship management; Center of Excellence (COE) partnership management; identify process issues and coordinate appropriately to resolution. Service installations can often require after-hours coordinated activity and/or unplanned after-hours accessibility either involving customer-specific change controls, time-zone variances, and expedited activity.

Principal Responsibilities

• LCM Single Point of Contact (SPOC) for Release Management which includes negotiating, communicating, coordinating, and relationship management with the client requesting the service
• Generating, tracking, and documenting via specific ordering systems to assist in effective and efficient service delivery
• Coordinating timely and quality service delivery through interfacing, negotiating, expediting, escalating, and process issue resolution with peer LCM organizations, supporting COE’s, external vendors, suppliers, sales, and the customer

Accreditation, Certification, or Licenses

• Candidate must have sales, customer service and project management background, along with a strong knowledge of AT&T products, services and provisioning.
• Candidate must also have a minimum of 3 years experience working in one or more of the following: complex data and voice ordering processes of AT&T products and services.   
• Project Management Professional (PMP) certification preferred.

Required Skills

• - Fluent English is required
• - Skilled in key decision-making based upon the requirements and best interest of both the customer and AT&T
• - Strong interpersonal; oral and written communications.
• - Minimum 3 years experience in telecommunications/telephony with a desired knowledge of AT&T voice and data products
• - Proficient in Microsoft Office Applications
• - Creative problem solving skills and ability to offer alternatives that are customer-focused, strategic and profitable for AT&T.
• - Ability to quickly learn applications and processes and work independently with minimal supervision in a non-structured environment.

Desired Skills

• Ability to quickly learn applications and process.
• Ability to work independently with minimal supervision in a non-structured environment.
• Superior interpersonal skills required to work with other departments/subsidiaries and the client to develop timelines for project deliverables.
• Customer Change Control knowledge desired. 
• Working knowledge of AT&T’s GPS system. 
• ITIL Foundation Certification and Undergraduate Degree desired.

Our Specialist Client Services Project Mgmt, earn between $70,700 - $106,100. Not to mention all the other amazing rewards that working at AT&T offers. Individual starting salary within this range may depend on geography, experience, expertise, and education/training.

Joining our team comes with amazing perks and benefits:

• Medical/Dental/Vision coverage
• 401(k) plan
• Tuition reimbursement program
• Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)
• Paid Parental Leave
• Paid Caregiver Leave
• Additional sick leave beyond what state and local law require may be available but is unprotected
• Adoption Reimbursement
• Disability Benefits (short term and long term)
• Life and Accidental Death Insurance
• Supplemental benefit programs: critical illness/accident hospital indemnity/group legal
• Employee Assistance Programs (EAP)
• Extensive employee wellness programs
• Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T phone

A career with us, a global leader in communications and technology, comes with big rewards. As part of our team, you’ll lead transformation surrounded by trailblazing industry leaders like you. You’ll be empowered to go above and beyond – making a difference through company-sponsored initiatives or connecting and networking through one of our many employee groups.

And regardless of where you’re at in your career trajectory, you’ll be rewarded by the impact that comes with making a difference in the lives of millions.

With AT&T, you’ll be a part of something greater, do incredible things and be rewarded with a chance to change the world.

AT&T will consider for employment qualified applicants in a manner consistent with the requirements of federal, State, and local laws.

Ready to close the deal on a career with AT&T?

Apply today.

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It is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, AT&T will provide reasonable accommodations for qualified individuals with disabilities.