Service Delivery Manager

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Date: Oct 7, 2017

Location: Winnersh, WOK, GB, RG41 5TP

CenturyLink (NYSE: CTL) is a global communications and IT services company focused on connecting its customers to the power of the digital world. CenturyLink offers network and data systems management, big data analytics, managed security services, hosting, cloud, and IT consulting services. The company provides broadband, voice, video, advanced data and managed network services over a robust 265,000-route-mile U.S. fiber network and a 360,000-route-mile international transport network. Visit CenturyLink for more information.

Job Summary

Service Delivery Manager

The role of the Service Delivery Manager is to manage all elements of project implementation for small and medium sized orders and to support a Principal Project Manager on larger/more complex orders. The objective of the role is to manage the successful deployment of CenturyLink solutions or products for Clients to agreed timescales, budgeted costs and the required quality levels. The Service Delivery Manager provides the main point of contact for the Client throughout the lifecycle of the project and ensures the successful handover to the CenturyLink Operations Centre on final acceptance.

Job Description

Job Responsibilities:

  • Validate new orders to ensure that project deliverables are clearly defined, have departmental approval and are agreed with the Client at the initiation phase of the project.
  • Work with the Client Service Partner and relevant heads to ensure any deployed projects are incorporated within existing or new Client support agreements/contracts.
  • Effective management of multiple small orders to ensure that the projects are delivered on time, within budget and to the Clients satisfaction.
  • Update CenturyLink Configuration Management Systems (i.e. Vantive) and ensure data accuracy for each project implemented.
  • Assume overall responsibility for project delivery and activate client billing as forecasted.
  • Control delivery schedules and implementation quality by:
  • Ensuring an effective handover from Sales to the Project team.
  • Validate order deliverables between CenturyLink and the Client on the scope of the project.
  • Managing change and preventing scope creep.
  • Record and transfer lessons from projects through the Lessons Learned Report and communicate these to the PMO.
  • Liaising with Purchasing and Asset Management to ensure that equipment, software and licenses are ordered and delivered on time, to the correct location.
  • Monitoring the quality of technical work through reviews with relevant technical teams.
  • Ensuring that, where necessary, 3rd parties (such as cabling contractors) are informed of the work, and delivery method thereof, to be conducted on site.
  • Closing the project immediately upon completion: submitting Project Completion documents to the Client, and passing appropriate project information to CenturyLink Communications Operational and Contracts teams.
  • Inform management and colleagues of progress on projects by providing periodic progress reports on the performance of the project against the agreed deliverables. Escalate issues as appropriate to the Programme Manager.
  • Working with the Client to define and agree a project schedule encompassing all project activities, milestones and key dependencies.
  • Identification and effective management and communication of any required deviations from the agreed project schedule.
  • Ensure that all necessary post-live operational support requirements are in place to facilitate Client support.
  • Working with the various Heads of Department to ensure that the assigned resources have the appropriate skills/ experience to undertake the project and are managed effectively.
  • Ensure that the assigned resources understand CenturyLink obligations under the contract and the agreed deliverables
  • Provide regular management of any assigned engineering resource.
  • Manage through to resolution any issues that are identified by the assigned engineer.
  • Identify and track all risks that may potentially impact upon the deliverables of the project. Analyse the technical, financial, time and Client relationship implications.
  • Instigate contingency plans and to mitigate any identified risks.
  • Ensure any agreed variation, especially relating to cost and time, is covered by a written Client instruction accepting variation.
  • Ensure that entrance and exit criteria for all Client acceptance tests are clearly defined in accordance with the contract.
  • Liaise with the relevant department heads and Client Service Partner to ensure the appropriate support arrangements are in place at final acceptance


Minimum Qualifications:

  • Project coordination experience on IT projects, managing multiple concurrent small projects.
  • Proven Project coordination skills in a technical environment
  • Experienced in delivering projects to clients ensuring Client satisfaction.
  • Experienced in the application of Project Management methodologies preferably Prince2
  • Good knowledge of MS Office and MS Project.

Preferred Qualifications:

  • External Client management experience, preferably on an international basis


Masters or Equivalent

Bachelors or Equivalent

Alternate Location:  UK-Berkshire-Winnersh 

Requisition #: 154707 

The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.

We are committed to making reasonable adjustments to the recruitment process for people with disabilities. If there is anything we can do to help you, please let us know

We are committed to providing equal employment opportunities to all persons regardless of race, religion, colour, sex, age, disability or sexual orientation or any other status protected by local or national law. We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training. We participate in the A-Check Pre-employment Screening Program or the Electronic Employment Verification Program, depending on location.

This job may require successful completion of an online assessment. A brief description of the assessments can be viewed on our website at 

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