Service Delivery & Project Manager (ITC)

REQ: REQ-114003 Project Management

  • Aberdeen, United Kingdom
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Customer Care & Management

  • Act as customer advocate and manage the overall day-to-day operational relationship between the client and the ITC Global organization.
  • Responsible to ensure contracted services are delivered and meeting customer’s expectations as it relates to Service Quality and Performance.
  • Work closely with Operations, Engineering and Sales to coordinate customer account management and delivery.
  • Work with client and internal stakeholders to continuously develop process improvements.
  • Establish rapport and relationship with key operational and IT customers to ensure ITC Global is meeting expectations from the field to the back office.

Service Quality Assurance

  • Daily/Weekly review of customer incidents and trending of overall service and performance.
  • Hold scheduled Service Quality Reviews with client on the overall performance of services to the clients in regards to site performance, utilization, incident history, ongoing issues and corrective actions.
  • Ensure customer documentation, contact information, escalations, customer portal credentials are accurate and audited periodically.
  • Insight into overall customer service delivery projects and review with internal stakeholders and client to ensure seamless delivery of services.
  • Must review and understand customers contractual and service agreements.

Responsible for collecting, analyzing and presenting customer SLA/KPI metrics on a predefined interval.

Knowledge and Skills Requirements

  • Must be customer focused and corporately responsible
  • General knowledge and experience with O&G and Maritime industry.
  • Detail oriented individual with proven ability to prioritize and complete multiple projects concurrently and within projected deadlines. Ability to offer creative solutions and resourceful problem solving skills a must.
  • Energetic self-starter with the ability to work in a fast-paced environment under general supervision and direction. Must have flexibility of working extended hours and on call as needed, and the ability to work independently.
  • In addition to independent qualities, the ability to work well as part of a regional and virtual teams across multiple geographies/vertical markets.
  • Well organized, effective written, verbal and presentation skills. Ability to prepare and present clear and concise oral and written opinions, reports and presentations.
  • Proficiency with the Microsoft Office suite (Project, Word, Excel, PowerPoint and Outlook).
  • Ability to effectively present information to top management.
  • Demonstrated ability and skills to engage and influence stakeholders required to deliver projects.

Demonstrates drive and determination to achieve success while being a self-motivator who sets clear direction and priorities.

Education Requirements

  • Preferred Associates degree minimum, Bachelor’s degree in the studies of Communications/Technology/Telecom.  Relevant work experience will be considered.

Working Experience

2+ year’s relevant experience in the delivery and management of Onshore/Offshore O&G, Maritime and Mining remote communication projects.

REQ: REQ-114003 Project Management

  • Aberdeen, United Kingdom
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