JOB PURPOSE: Responsible for managing projects such as IT infrastructure upgrades/migrations/virtualization/disaster recovery/backup solutions for clients ranging from 25 to 300 users, on average. Entry point is pre-sales, through to project completion including coordinating with account executives, technical support, management, with heavy customer contact. An entrepreneurial, problem solving mindset with attention to detail, process and customer satisfaction is required. Must be capable of managing both sides of the project; the customer facing side, and internal side. Requires strong leadership skills, and the ability to audit high-level technical steps throughout the project for both accuracy and vendor specified best practices.

1. Point of Contact for all Implementations and service-delivery projects throughout New England.
2. Has authority for and is responsible for achieving the following implementation objectives for a region:
   • maximum customer satisfaction
   • statements of work for all qualified projects
   • internal process compliance as they relate to sales orders and statements of work
   • professional, well managed installations
   • ensuring budgeted profitability
   • order completion per negotiated schedules
3. Single Point of Contact between Sales, Scheduling and/or procurement for submitting and gaining order status
4. Responsible for communications with property owners regarding implementation issues and updates.
5. Responsible for gaining customer acceptance documentations, managing change orders and all supporting documents related to each project.
6. Review orders, statements of work, and verifies order details, formally accepts [or rejects] orders from Sales, and forwards service orders to appropriate groups within and externally.
7. Actively pursues and receives service delivery status from internal and external groups, and keeps the customer and their vendors fully aware of ongoing requirements.
8. Arranges and leads meetings and conference calls, as necessary with Sales, the customer, and technical staff, to facilitate problem resolution and to ensure we are meeting targeted install dates.
9. Formally determines and requests the need for expedites and escalations on behalf of customers and Sales, to resolve issues within the company and with external vendors.
10. Coordinates customer rolls according to established delivery dates.
11. Maintains customer order databases (spreadsheet or OSS) to represent known status of service deliveries.
12. Completes Project Management reports for use in managing order delivery related issues at the Sales Director and Operations Director level within a geography.

SUPERVISORY RESPONSIBILITIES

• Leads an informal team of representatives from various departments involved in executing order fulfillment
• Leads 15 minute morning meetings for Project/Scheduling with Management Team
• Influences others to accept a point of view, adopt a specific agenda, or take a course of action to achieve business goals

QUALIFICATIONS

EDUCATION and/or EXPERIENCE

• Formal technical training in IT hardware provisioning preferred, including certifications such as MCSE, MCP, and CCNA/CCENT. IBM Server, Desktop, Storage, VMware, Cisco, overall experience with network technologies, protocols, TCP/IP, Wintel based network environments is required. Experience with midrange a plus.
• B. A. preferred. Must possess sufficient technical training to accommodate technical requirements

PERSONAL SKILLS/ABILITIES NEEDED EXPERIENCE (State the minimum and preferred requirements, if applicable, including required language and computer skill levels):

1. Demonstrated customer service skills -- ability to discuss issues with outside parties and to manage communications across departments is paramount in this position.
2. Demonstrated project management skills and superior organizational skills.
3. Professional demeanor, poise, and upbeat conduct required.
4. Team player; able to remain unbiased and objective when making decisions or taking action.
5. Tenacity and perseverance mandatory.

REASONING ABILITY (What is the level of reasoning skills and abilities needed to successfully accomplish the essential duties of this job):

1. Demonstrated, superior project management skills, with demonstrated ability to manage simultaneous, high-activity projects.
2. Understands the consequences of altering the make-up and/or delivery of individual components in a long series of dependent events and the overall affect on the final result.
3. Understands and is able to discern power relationships in organizations: identifying decision makers and key influences and being able to predict how groups will react to events and situations.
4. Understands the principles of quality and employs appropriate methods to ensure quality, such as: defining requirements; using prevention; pursuit of zero defects; calculating the price of non-conformance; root cause analysis, etc.

WORK ENVIRONMENT (The work environment characteristics described here are representative of those an employee encounters wile performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions):

1. 70% in office; 30% local travel to visit customers or project sites. Must handle an extremely fast paced work environment. Must work additional hours as required to ensure the delivery of services to customers.

Email resume to: jobs@nsiserv.com