Service Delivery Project Manager - UK

At Pareteum, we believe that technology should bring people closer together. That’s why we’re a global leader in Communications Platform-as-a-Service (CPaaS) solutions, connecting individuals and devices across Latin America, Europe, Middle East and Africa, and Asia-Pacific regions.

Our innovative platform is designed to deliver a secure, ubiquitous, and highly scalable solution that enables seamless communication through data, voice, video, SMS/text messaging, media, and content. At Pareteum, we’re dedicated to fostering a collaborative, dynamic and inclusive work environment where creativity and innovation thrive. Join us in our mission to empower connections around the world!

At Pareteum we look to push the boundaries with new technologies so that we can deliver the very best for our customers. Our priorities are also ensuring our service is stable, scalable, and secure for our customers to use. We are currently in a period of substantial growth and are looking for an experienced Service Delivery Project Manager who will be responsible for leading successful implementations for new and existing customers through Pareteum’s solutions in the MVNE/MVNO sphere, engaging directly with customers.

The key focus of the role will be to accurately develop an understanding of multiple software programs and business processes. Marrying analytic and creative thinking skills is key to success in this role. You will meet with clients when they have selected our platform (business outcomes). You will be a key stakeholder guiding our product direction to ensure we meet current and future client requirements. You will champion new systems and software through effective implementation, and work with clients through the project acceptance process. Finally, you will develop and implement core training sessions for both employees and customers. The role includes but is not limited to:

• Analyze requirements and gather deliverables to ensure that each implementation phase is accurately carried out and managed.
• Review customer-facing deliverables to ensure that the implementation team is delivering consistent support to each customer.
• Perform maintenance on existing customer accounts and provide sales or consultative support to customers.
• Utilize data obtained from sales departments / staff members to establish and update customer-specific information on assigned products.
• Create and maintain effective professional relationships with staff members and departmental heads to coordinate and produce data for pre-implementation validation.
• Analyze, assess, and document customer requirements while adhering to company established protocols and procedures.
• Producing reports for stakeholders across the business.
• Provide advanced problem resolution and troubleshooting support for each customer account.
• Analyzing data captured by the team and identifying trends to help the business.
• Working with the business analyst accountable and responsible for ensuring the service provided through the team is in line with business expectations and delivers sustainable performance and availability.
• Coordinate and plan with the team to drive the customer delivery project to resolution & closure, engaging the different departments’ stakeholders of the company in timely fashion to reduce the impact of the incident on our customers.
• Establish and maintain relationships with key stakeholders and communicate the direction and objectives to team members.

The ideal candidate will have previous experience within a similar role, specifically working in the UK Mobile Number Portability (MNP) market. You will be experienced in initiating projects, planning, delegating, managing and risk mitigating. You will have proven experience of software deployment within the IT infrastructure industry with the demonstratable ability to build strong stakeholder relationships. To be considered for the role we require you to have:

• Computer Science or Telecom degree or equivalent professional background.
• Up-to-date knowledge of the UK Mobile Number Portability (MNP) regulations and procedures for MVNEs / MVNOs is essential.
• Comfortable to challenge the way things are done currently, asking questions to improve the client experience and outcomes.
• Proactive and capable of delivering results once the high-level objective is understood.
• Excellent time management skills and multi-tasking.
• Ability to automate areas to make the teamwork smarter and faster.
• Able to manage different stakeholders in the organization.
• Familiarity with telecom networks, processes and applications.
• Familiarity with Software Development Life Cycle processes.
• Proven success presenting technology as business solution; making the complex insightful and the abstract tangible, yet with full awareness of details and feasibility of the technical solutions.
• The ability to simultaneously juggle several projects efficiently, despite challenging resource and time constraints. Can achieve project objectives in a timely, cost-effective manner with highest quality delivery.
• Solid analytical skills. Must be able to display fact based critical analysis skills.