Implementation Manager I

at  Syniverse

Syniverse is the world’s most connected company. Whether we’re developing the technology that enables intelligent cars to safely react to traffic changes or freeing travelers to explore by keeping their devices online wherever they go, we believe in leading the world forward. Which is why we work with some of the world’s most recognized brands. Eight of the top 10 banks. Four of the top 5 global technology companies. Over 900 communications providers. And how we’re able to provide our incredible talent with an innovative culture and great benefits.
Who We’re Looking For
Manages customer and Syniverse technical deliverables during the product implementation process to ensure high quality product solutions are delivered to our customers in a timely manner. Performs as a direct liaison between Syniverse small and medium sized domestic and international customers, selected vendors, and internal cross-functional resources during the implementation of Syniverse existing product sets that are categorized as small to medium size in complexity.
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Some of What You’ll Do

Duties & responsibilities:

• Provides a value added service by achieving business objectives and providing a high level of customer service by applying product knowledge and strong communication and coordination skills. Maintains excellent communications with upper management within and across the organization. Uses professional concepts; applies company policies and procedures to resolve a variety of issues. Promotes departmental and corporate policies and procedures. Customer Product Implementations.
• Contributes to delivering small to medium complexity product solutions that meet customer objectives, by effectively utilizing product knowledge and/or industry experience.
• Assesses product and customer requirements to determine resources needed for delivering a cost effective and timely solution.
• Accurately interprets and validates contractual commitments and takes ownership for implementing the products and services described in the contract.

Leadership

• Demonstrates strategic thinking, coordinates resolution of issues across the organization and promotes adherence to corporate and industry policies and procedures.
• Coordinates project resources and deliverables to ensure contractual requirements and business key performance indicators are met.
• Acts as a liaison among middle management, project sponsors, and the project team to ensure information is communicated and internal and external customers are supported in the most appropriate manner.
• Establishes strong customer relationships and effectively utilizes diplomatic skills for balancing customer requirements against corporate directives.

Project Management

• Reviews contracts with Account Owners to help establish and clarify expectations.
• Reviews all aspects of the implementation process with the customer to establish and clarify expectations.
• Leads the Implementation team to validate scope, and to validate customer and Syniverse specific tasks and deliverables for existing product solutions that are categorized as small to medium size in complexity.
• Gathers site and customer specific information to validate and produce a project plan specific to the implementation effort, from departmental templates and maintains the project plan to accurately reflect project status.
• Leads the Implementation team in the successful execution of the project plan by managing project milestones, schedules and dependencies with external customers.
• Conducts recurring meetings to review major milestones and deliverables in the project plan and manages ongoing customer expectations throughout the project.
• Identifies, tracks, and reports on all issues during the implementation process to ensure timely resolution and to minimize project risk.
• Recognizes project risks and escalates all issues to management in a timely and professional manner in order to manage the risk and limit exposure.
• Captures and distributes meeting notes in a timely and professional manner.
• Works effectively to identify and resolves conflicts and misunderstandings with internal teams, vendors, and external customers.
• Ensures all internal and external quality measurements are met.
• Completes all project closure activities, including customer sign-off, turnover to support, and billing initiation.

Administration

• Facilitates identification, procurement, receipt, installation and testing of facility, network, hardware and software required for the implementation.
• Manages the escalation process through internal and external organizations.
• Coordinates user and administrator training.
• Maintains project documentation and stores in central repository to ensure corporate compliance and provide an audit trail backup for support.
• Maintains online system information in a timely and accurate manner to correctly reflect project status, manage deliverables and minimize project risk.
• Administrative tasks such as time reporting, emails etc.
• Adhoc assignments to support the department’s delivery and reporting requirements.

Requirements:

• Strong knowledge of 1 or more Syniverse products or 3+ years of project/implementation management and customer service/support experience.
• Preferred understanding of Telecommunication industry product and services to include: Number Portability, Location Services, Networking (LAN/WAN, SS7, Frame Relay, X.25), Signaling Protocols (GSM and IS41), cellular switch interoperability, and hardware and software platforms (Tandem and Unix).
• Strong Leadership skills.
• Strong working knowledge of Project Management principles (PMP Certification preferred).
• Strong knowledge of Project Management tools such as Niku Open Workbench or MS Project.
• Excellent oral and written communication skills.
• Strong Influence Management skills.
• Strong Analytical and Problem Resolution skills.
• Strong Organization skills.
• Strong Control and Follow-up skills.
• Strong Facilitation skills.
• Strong Conflict Management and Resolution skills.
• Strong team building skills.
• Marketing and/or product planning experience a plus.

• 4 year college degree preferred.

• Why You Should Join Us
  Join us as we write a new chapter, guided by world-class leadership. Come be a part of an exciting and growing organization where we offer a competitive total compensation, flexible/remote work and with a leadership team committed to fostering an inclusive, collaborative, and transparent organizational culture.
  At Syniverse connectedness is at the core of our business. We believe diversity, equity, and inclusion among our employees is crucial to our success as a global company as we seek to recruit, develop, and retain the most talented people who want to help us connect the world.
  Know someone at Syniverse?
  Be sure to have them submit you as a referral prior to applying for this position

• Provides a value added service by achieving business objectives and providing a high level of customer service by applying product knowledge and strong communication and coordination skills. Maintains excellent communications with upper management within and across the organization. Uses professional concepts; applies company policies and procedures to resolve a variety of issues. Promotes departmental and corporate policies and procedures. Customer Product Implementations.
• Contributes to delivering small to medium complexity product solutions that meet customer objectives, by effectively utilizing product knowledge and/or industry experience.
• Assesses product and customer requirements to determine resources needed for delivering a cost effective and timely solution.
• Accurately interprets and validates contractual commitments and takes ownership for implementing the products and services described in the contract