The Service Delivery Technical Architect for Charter Telecom Inc. is a key role within the Service Delivery department. The role reports directly to the COO but is most closely aligned to the Project Delivery Manager, the Operations Manager and the Project Delivery Team Leads. The role requires breadth of knowledge, deep technical understanding, outstanding leadership, and communication skills. The Service Delivery Technical Architect is required to support, mentor, develop, help grow and mature the Project Delivery organization.
The main areas of contribution within the role include deep Technical leadership in:
Sales Support and Statement of Work creation
Delivery Services, Tech Assist and Service Desk Engagement
Project, Process and Practice Development
Mentorship and Professional Development
Relative weights have been assigned to the areas to provide a sense of where the individual is likely to devote more/less time and effort. This may alter over time or as the needs of the organization require but will serve as a guide for FY2021 and beyond, unless amended.
Sales Support: 35%
The role will provide support to the sales organization in the following manner:
Attend RFP Go/No-Go meetings when services are specified. Provide deep technical commentary and opinion to allow the team to come to a consensus decision.
Statement of Work creation and Quality Assurance - often directly, other times in conjunction with Project Managers, Project Delivery Team Leads and other team members.
Contribute to RFP responses where expertise is applicable or work to identify the necessary technical resources to support the response.
Provide support to pre-sales engineers when subject matter expertise is required.
Delivery Services, Tech Assist and Service Desk Engagement: 30%
The role will directly provide delivery services as well as senior support for the Delivery and Service Operations teams, working closely with the Project Delivery Manager, Operations Manager, Project Managers and Project Delivery Team Leads
Engage in the billable delivery of strategic or tactical architect engagements with a key objective being to drive greater depth and width in the account, expanding Charter’s presence and opportunity for growth.
Deliver services within complex projects (where specified) and where subject matter expertise applies. Billable overlay services are key to delivering large, complex projects with confidence and quality assurance.
Work across the Delivery teams providing technical expertise and tactical planning.
Attend initial planning meetings (IPM), assisting project leads and project managers in identifying key risks and challenges.
Assume Project Lead role for complex engagements as requested by the Project Delivery Manager
Provide a point of technical escalation for Project Managers, Team Leads, Service Desk and Tech Assist engagements working closely with the stakeholders in the project to identify, plan and mitigate high severity problems.
Work with the Project Delivery and Operations Manager to ensure she/he is aware of the escalation and that customer management is being handled in the best way possible.
Mentorship and Professional Development: 25%
Professional development of technical talent is an important challenge and responsibility. Retention and building of skills, leadership qualities, communication and teamwork yield a magnetic culture that attracts new talent and increases the overall value Charter can deliver to customers. The Service Delivery Technical Architect is an important aspect of the development of both individuals and teams.
Work within and across the teams to build and maintain strong, healthy culture in alignment with Charter core values and initiatives. Encourage strong teamwork through mutual respect and trust, healthy communication, and planning as a unit.
Mentor Project Delivery Team Leads in personal growth and the maturity in the role.
Participate in Team Member coaching, performance reviews and creation of development plans for team members.
Engage in areas of individual professional development in collaboration with the Project Delivery and Operations Managers by participating in formal goal setting, quarterly 1:1 reviews and performance tracking.
Act as a technical coach to assist in growth, performance, and fulfillment, helping to ensure that personal goals are in close alignment with Charter needs.
Be a key member in bringing continuous education to the delivery teams.
Guide the Project Managers, Team Leads and team members in development of presentation material and how to effectively deliver content.
Be an envoy for positivity, encouraging others to first understand the situation, challenges and needs of others within the organization. Followed by constructive conversation of potential solutions that align with the Charter vision.
Project, Process and Practice Development: 10%
Work with the Solution Architects from the Architecture & Innovation (A & I) team, Project Managers, Team Leads and the Project Delivery Manager to develop and implement best practices required to efficiently deliver quality solutions in a repeatable fashion. This includes, but not necessarily limited to:
Standard Operating Procedures (SOPs)
Design reference practices
Templates – configuration, test plans, migration plans etc.
Design As-Build documentation
Gather Info templates to allow more effective pre-sales engagements.
Support the Architecture & Innovation (A & I) team. Identify areas for delivery improvement using automation techniques, develop training modules for internal use (both technical and sales), based on Charter’s solution portfolio, with the goal of driving increased adoption and sale of project services as well as preparation of the project team to deliver high quality.
Participate in A & I team led Practice and Development initiatives. In cooperation with the Delivery and Operations Managers, represent the needs of the teams.
Work within the teams and PMO to observe and identify areas where process improvement may yield. Propose improvements to Project Delivery and Operations Managers for consideration.
If you think that your are the right fit for this exciting position, please apply now with your resume and cover letter!
We look forward to hearing from you.