- Title of the Position: Implementation Order Manager
- Designation: Specialist
- Work Location: Mangalore (Work from Office)
- No. of positions: 01
- Client from: UK
- Business Unit: Finance
- Shifts: UK shift
Who We Are:unifyCX is an emerging Global Business Process Outsourcing company with a strong presence in the U.S., Colombia, Dominican Republic, India, Jamaica, Honduras, and the Philippines. We provide personalized contact centers, business processing, and technology outsourcing solutions to clients worldwide. In nearly two decades, unifyCX has grown from a small team to a global organization with staff members all over the world dedicated to supporting our international clientele.
At unifyCX, we leverage advanced AI technologies to elevate the customer experience (CX) and drive operational efficiency for our clients. Our commitment to innovation positions us as a trusted partner, enabling businesses across industries to meet the evolving demands of a global market with agility and precision.
unifyCX is a certified minority-owned business and an EOE employer who welcomes diversity.
Summary of the Position:
The Implementation Order Manager is responsible for supporting the implementation of our infrastructure solutions, working closely with clients, internal teams and third parties through every step of the process. This role will be working on a number of orders and projects within a fast-paced environment whilst ensuring a high level of customer service.
Roles & Responsibilities: (What you'll do)
- Manage the full life cycle of implementation, from supplier ordering to handover, always providing excellent customer service.
- Ensure successful service delivery on all infrastructure services, adhering to the organisation SLA's and ensuring that suppliers meet their SLA and are progressing as expected.
- Liaise with internal departments such as network engineering to configure necessary hardware/routers associated with the customer order.
- Identify and analyse potential risks & dependencies.
- Manage implementation timeframes and forecast deliverables accurately.
- Measure project success and identify improvements needed.
- Accurately document all work carried out within implementation life cycle.
- To be fully developed in the use of appropriate operating systems, policies and procedures and attend training and update sessions as required.
- Participate in customer, team and departmental meetings as required and advise on pre-sales inquiries when needed.
- Proactively drive system and process improvement that will benefit team's performance and ability to meet expectations.
- Ensuring data protection and customer privacy is followed in all circumstances.
- Stay abreast of new features and products released.
- Act as a Subject Matter Expert on identified topics/products.
- Contribute to maintain and grow the team knowledge
Qualification & What You Have
- Any graduation, similar field of study, or similar commitment to management
Experience:
- 5+ year of professional experience
- MSP Background desired
- Demonstrable commercial experience delivering connectivity and colocation services
- Knowledge of WLR3, Broadband and Fibre products
- Service management skills including understanding of SLAs, KPIs and a broad understanding of change management and risk management processes
- Solid understanding of project life-cycles for connectivity and colocation services and ability to accurately forecast timelines and meet agreed client timelines
Skills
- Strong client facing with highly-developed communication skills.
- Strong oral and written communications
- A true problem-solver with a solution-focused attitude and ability to drive desired outcomes.
- Attention to detail and ability to manage multiple concurrent deadlines
- Flexibility, versatility and responsiveness
