Vp, Service Delivery - (Pl-720)

About GTT: GTT is a leading global provider of secure cloud networking solutions for multinational organizations.
We design and deliver solutions that leverage advanced cloud, networking and security technologies.
We complement our solutions with a suite of professional services and exceptional sales and support teams in local markets around the world.
We serve thousands of national and multinational companies with a portfolio that includes SD-WAN, security, Internet, voice and other connectivity options.
Our services are uniquely enabled by our top-ranked, global, Tier 1 IP backbone, which spans more than 260 cities on six continents.
The company culture is built on a customer-first service experience reinforced by our commitment to operational excellence and continuous improvement in our business, environmental, social and governance practices.
Role SummaryThe Service Delivery team is responsible for delivering orders placed by GTT clients to a high standard, ensuring that GTT recognizes the associated revenue in a reliable and predictable manner and that the client experience is excellent, leading to those clients acting as references regarding the ability for GTT to deliver on its promises and placing more orders on GTT.
This role provides leadership responsibility for the Service Delivery organization across the product portfolio, specifically delivering the products and services for clients aligned to the US sales division with an emphasis on providing an exceptional customer experience.
Main ResponsibilitiesBuild teams capable of delivering on the goals as directed by the SVP of Service Delivery.Business travel to participate in customer meetings and flexibility of working hours.Developing the EU Service Delivery function to be more proactive and interactive with the customer, including the ability to advise, recommend and implement changes to ensure the client receives optimized output from GTT service delivery team.Develop strategies to deliver our products that are efficient, scalable and proactive.Create service delivery models that focus on providing an outstanding customer experience.Implement automation, leveraging AI, ML and RPA to limit human involvement.Build and manage a Service Delivery team that will be committed to delivering on the goals of the clients.Minimize GTT's commercial risk and exposure on all projects and programmes.Align with US VP to ensure common process and systems and provide the same client experience, independent of where the client is located.Ensure that the US Service Delivery team effectively manages project change management, scope creep, risk management, project planning and all other aspects required to deliver successful projects.Build and maintain escalation paths for clients into GTT and ensure that services are delivered on time and to scope.Candidate CharacteristicsPositive, upbeat and approachable by all colleagues and clients, regardless of hierarchy.A committed team player who values their team members and looks to assist their careers, always attempting to balance what is best for the individual and GTT.Persuasive, influential and an effective communicator.Excellent time management and prioritization skills.Personal focus on continuous improvement and innovation, open to new ideas and techniques for management.Excellent written and oral communication skills.Candidate ExperienceSignificant leadership experience of a team of more than 50 people.10 - 15 years' experience in the IT industry with 5 years senior management experience.5 years' experience working with an international customer base and personnel.5 years' experience with connectivity services and SDWAN or security (Minimum 2 years).Proven Leadership and Management skills with direct experience of Service Delivery.Demonstrated ability to work under extreme pressure, making decisions and/or escalating as appropriate.Proven senior level customer liaison skills, including handling negative customer situations and escalations.Ability to build and motivate teams and cross-departmental business relationships both local and globally.Proven knowledge of process and automation in delivery and operational environment.Proven track record of influencing positive change in delivery and support organizations via continual process improvement.Measurable achievements in development, implementation and delivery of Key Performance Indicators.Proven record of remote management including ability to drive change deep into these organizations.Solid understanding of Project Management practice and ability to influence change.Proven cost management responsibility.Core CompetenciesPlanning: Tactical, Strategic: Knowledge of effective planning techniques and ability to contribute to operational (short term), tactical (1-2 years) and strategic (3-5 years) planning in support of the overall business plan.Decision Making and Critical Thinking: Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.Organizational Leadership: Knowledge of leadership concepts and ability to use strategies and skills to enlist others in setting, embracing and achieving objectives.Strategic Thinking: Knowledge of the importance of "big picture" thinking and planning; ability to apply organizational acumen and competitiveness to identify and maintain focus on key success factors for the organization.Leadership: Knowledge of leadership practices and processes; ability to use strategies and skills to enlist others in setting, embracing and achieving objectives while having a long-term perspective of the future state of things and how to get there.Customer Support Policies, Standards and Procedures: Knowledge of the organization's service delivery policies, standards and procedures; ability to guide customers on all company interactions.Crisis Management: Knowledge of crisis management concepts and techniques; ability to predict, avert, mitigate, and recover from an event that has or could have a severely negative impact on the business.Telecom Platforms and Technologies: Knowledge of the architecture of various telecom platforms; ability to manage technologies and systems for providing telecommunications networks and services.Universal CompetenciesContinuous Improvement: Knowledge of transformation initiatives to drive fundamental changes, enhance responsiveness and efficiency to core business practices.
Ability to drive cultural changes from best effort to results oriented.Customer First (Non-Customer Facing): Knowledge of internal customer interactions, creating a culture of accountability, collaboration, and partnership.
Ability to build an environment supporting internal customer value creation at every level.Operational Excellence: Understanding the system-driven processes for consistency and scalability.
Ability to re-focus processes and systems from integration activity to maximizing a positive customer impact and anticipating future trends.EEO StatementGTT provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics.
In addition to federal law requirements, GTT complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
GTT expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.
Improper interference with the ability of GTT's employees to perform their job duties may result in discipline up to and including discharge.

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