Job Title: Network Service Delivery Manager
Education: Pursuing BS in Business Administration, Lindenwood University
Previous Experience: I began as a Network Administrator for my current company nine years ago and currently manage the Network Service delivery department
Job Tasks: My company is an IT Infrastructure provider, headquatered in St. Louis but with nationwide as well as international offices. It provides a variety of hardware and software to customers to allow them to run their existing services to transmit and accept data, mostly for market data and other financial transactions.
In a typical day, my team is responsible for the delivery and implementation of the hardware required for customers to transmit that data, over broadband access provided by local exchange carriers, most times local telephone service providers in the neighborhood where the service is being installed. My team works with the on-site project manager to coordinate a date and time to deliver the services from the carrier, install my company's equipment and then schedule a technician who can make sure these companies are then able to access whatever data they have purchased over our company's network. I am responsible for making sure thay my team delivers these services to the customer in a timely manner, as determined by our standard interval based on the type of service the customer has purchased. I then report this data back to our company's executives on a monthly and quarterly basis.
I am also responsible for following up with our customer's to ensure the services were provided in a professional and satisfactory manner. I have monthly meetings with our vendors, and run reports based on the information in our company database to ensure our vendors are meeting the minimum service level agreements that have been defined in our contract with each carrier. On a quarterly basis, we review the statistics along with the feedback of the individuals on my team to determine where we have had success and where improvement is needed. Based on this and other factors (cost, overall interval), we then determine which vendor will be rewarded future business going forward.
Best and Worst Parts of the Job: The best parts of the job are that I have an immediate impact on my customer's satisfaction, as we are in some cases able to determine who the vendor will be based on their past performances. The worst part of the job is being 'a middle man' and in some ways being helpless to ensure that what the customer wants is delivered on time.
1. Make sure you understand Network Service Delivery
2. The more you know about delivery methods like ATM, ATN and circuits ranging in size from T-1 to OC-48 the better off you'll be.
3. Always have an idea of what the next question to your vendor should be.
4. It's best to have an understanding of what it takes to escalate an issue, and how to work with people well enough to get answers when you need them, yet not be so pushy that you alienate those who can help you.
Additional Thoughts: Be prepared to find yourself in situations that you're unsure how to handle. Working in Network Service Delivery, you are responsible at times for providing information on technical details that you may have never seen before, and wouldn't typically be expected to understand. Be prepared for, and expect to have to continue to learn as you go.
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