Services Project Manager II

Date:  Nov 4, 2019
Location: 

Columbia, MD, US

Business Unit:  Global Sales (BG_GSM)
About Avaya

Avaya enables the mission critical, real-time communication applications of the world’s most important operations. As a global leader in delivering superior communications experiences, Avaya offers a complete portfolio of software and services for contact center and unified communications— offered on premises, in the cloud, or a hybrid. Today’s digital world requires communications enablement, and no other company is better positioned to do this than Avaya. For more information, please visit www.avaya.com.

Job Information

Job Code: 00061622

Job Family: Services

Job Function: Project Management

Short Description

The Project/Service Manager manages key client projects and customer service experience. Project management responsibilities include the coordination and completion of projects on time within budget and within scope. Oversee all aspects of customer experience. Set deadlines, assign and schedule tasks and monitor and summarize progress. Prepare reports for upper management regarding status of project. May require a bachelor's degree and 2-4 years of experience in the field or in a related area. Familiar with a variety of the field's concepts, practices and procedures. Rely on limited experience and judgment to plan and accomplish goals. Perform a variety of tasks. Lead and direct the team. A wide degree of creativity and latitude is expected. Enhance department and organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Responsibilities:
• Coordinate internal resources and third parties/vendors for the flawless execution of projects
• Ensure that all projects are delivered on-time, within scope and within budget
• Assist in the definition of project scope and objectives, involving all relevant stakeholders and ensuring technical feasibility Improve customer service experience, create engaged customers and facilitate organic growth
• Develop service procedures, policies and standards
• Recruit, mentor and develop customer service team
• Take ownership of customers issues and follow problems through to resolution
• Ensure resource availability and allocation
• Develop a detailed project plan to monitor and track progress
• Create and maintain comprehensive documentation
• Use and continually develop leadership skills
• Perform other related duties as assigned
• Analyze reports, develop spreadsheets, diagrams, and process maps
• Requirements:
• Proven working experience in project and customer service management
• Excellent client-facing and internal communication skills
• Excellent written and verbal communication skills
• Solid organizational skills including attention to detail and multitasking skills
• Strong working knowledge of Microsoft Office
• Bachelor's Degree in appropriate field of study or equivalent work experience
• Verbal Communication

Experience
5 - 8 Years of Experience
Education
Bachelor degree or equivalent experience
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Avaya is an Equal Opportunity employer and a U.S. Federal Contractor. Our commitment to equality is a core value of Avaya. All qualified applicants and employees receive equal treatment without consideration for race, religion, sex, age, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other protected characteristic. In general, positions at Avaya require the ability to communicate and use office technology effectively. Physical requirements may vary by assigned work location. This job brief/description is subject to change. Nothing in this job description restricts Avaya right to alter the duties and responsibilities of this position at any time for any reason. For Job Postings within European GDPR Countries you can access this document for additional Data Privacy Information: https://www.avaya.com/en/documents/gdpr-info-applicants.pdf


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