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Job Details

Windstream Services, LLC

SVP-Service Delivery (22003388)

Customer Service

Customer Service



Rochester, New York, United States

Windstream is a leading provider of advanced network communications and technology solutions for consumers, small businesses, enterprise organizations and carrier partners across the U.S. Windstream Enterprise builds and manages network solutions, including SD-WAN and UCaaS, to leverage the power made possible by the cloud, and has been named in the Gartner Magic Quadrant for UCaaS three years in a row. The SVP-Service Delivery is responsible for developing and managing the overall service delivery strategy and implementation for our Enterprise operations. Develop an organizational structure and team to deliver high value add implementation services and solutions that exceed customer expectations. Oversee project management, solution design and engineering, test and turnup. Driving continuous improvement through quality assurance, training and communication. What You’ll Do: - Establish a culture of accountability and teamwork by developing high performing and engaged teams supported by strong leaders driving optimal performance and continuous improvement. - Coach and develop team members to ensure short- and long-term strategies are in place and followed. - Act as a key point of client and field escalations. Effectively collaborate to ensure timely resolution of issues. Involve other departments as necessary, provide guidance and approvals for major changes and offer general support for management processes. - Develop and monitor strategies to promote a customer-focused culture between Service Delivery and Windstream Enterprise Sales. Ensure continuous improvement, monitor customer satisfaction to identify emerging issues and implement remediation plans. - Monitor, measure, and report on performance against SLAs and KPIs. Escalate performance issues and ensure opportunities are addressed. - Manage the implementation of policies and procedures, system monitoring and automation, and troubleshooting activities. - Establish and communicate goals and objectives, define methodologies, tasks, and activities, and clearly describe roles and responsibilities. - Work closely with leadership team to develop and implement staffing and operational plans. - Communicate broadly to ensure overall coordination for cross-functional teams. - Lead service delivery/operational forums. - Ensure Service Delivery organization complies with IT policies and procedures, especially those for quality and security standards that enable the team to meet established client service levels. - Understand the business requirements to effectively monitor the provisioning of services by suppliers and ensure high quality outcomes. Proactively identify and communicate potential risks.