Director, Order Assurance

Title: Director, Order Assurance

Location: EU/US (flexible)

Role Summary

The Order Assurance team is responsible for working with GTT sales and clients to ensure that services sold by the GTT sales and account management teams are controlled so that orders (PONs) built into the GTT database of record are correct and the services can be delivered by the wider SD community in line with client expectations, quality and within defined budget.

The Order Assurance team is the “front-end” SD group, working with the global sales group to ensure alignment, ensuring that both parties receive the correct handoff as part of the quote to cash process and not allowing client orders to get stuck between the sales and SD departments.

The Director, Order Assurance is to demonstrate the GTT employee values of Curious, Collaborative, Committed and Consistent at all times, as well as be customer first in their approach, a key component of GTT2.0. The Director, Order Assurance will be a focal point for activities with our sales colleagues and is responsible to deliver the company values in alignment with the points above.

 

Main Responsibilities

The Director, Order Assurance is responsible for ensuring services sold are documented correctly into the GTT database of record. They will also ensure that appropriated data is gathered, both from the internal teams and clients, and validated, to allow efficient service initiation and delivery. They will work for the SVP Service Delivery and will have a number of direct reports, who will in turn have their own teams. The make up and size of these direct and indirect reports will be reviews and agreed at time to time by the SVP Service Delivery and the Director, Order Assurance.

The Director, Order Assurance will work closely with the various Service Delivery Teams, the Solutions teams, regional Sales Teams, quoting team and other function teams to ensure alignment between these groups.

Key responsibilities will be:

Work with the sales community to design, build and populate transactional and project PONs into the GTT database of record. This is to be done within SLA, with an emphasis on speed and quality (first time right).

Build relationships within the sales management structure to facilitate the PON build and data gathering process.

Work with sales support community to ensure correctness of data for the build of transactional and project PONs.

Work with the clients and sales community to ensure all relevant data is populated and validated in a high-quality fashion.

Create continuous improvement plans to allow GTT to become more efficient and competitive during the OA phase. Lower cost, increased data quality and faster throughput should be the goal of these plans.

Ensure that the SD tasks that fall under Professional Service function (PM and DE/TDA) are costed and included in the relevant bid proposals.

Business travel to participate in customer and internal meetings and flexibility of working hours.

Build and manage collateral that supports the GTT approach that can be deployed to support the sales team with potential customers.

Minimize GTT’s commercial and legal risk and exposure on during the OA phase by identifying potential risks to SD management that become visible during this phase.

Ensure that any bespoke delivery requirements that are agreed during the sales and bid process are aligned with and agreed by the relevant party in the Service Delivery team.

Candidate Characteristic’s:

Positive, 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 prioritisation skills.

Personal focus on continuous improvement and innovation, open to new ideas and techniques for management.

Candidate Experience:

Evidence of ability to manage interactions with Clients, Vendors, Partners and other internal GTT departments.

A solid understanding of ICT or networking principles.

Excellent written and oral communication skills.

Excellent matrix management and ability to build strong cross-departmental relationships

Team management experience of a team of more than 20 people is a benefit.

Understanding of additional technology such as hosting, UC or Security.

Additional business qualifications and language skills would be considered a benefit.

Qualifications/Courses:

A Bachelor’s degree, or higher, or significant experience from a telecoms background. 

ITIL qualifications desirable.

Prince II practitioner or equivalent Project Management qualification (PMI, AMP etc) qualifications desirable.

Core Competencies

Organizational Governance: Knowledge of the processes, customs, policies, and rules affecting the way the organization is administered and controlled; ability to ensure compliance with governance guidelines and policies.

Risk Management: Knowledge of processes, tools, and techniques for assessing and controlling an organization's exposure to risks of various kinds; ability to apply knowledge of risk management appropriately to diverse situations.

Service Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.

Organizational Leadership: Knowledge of leadership concepts and ability to use strategies and skills to enlist others in setting, embracing, and achieving objectives

Planning and Organizing: Knowledge of the process of planning and arranging tasks and resources; ability to plan and organize both time and resources to get things completed while structuring and maintaining work in a systematic and highly methodical way.

Customer Service Management: Knowledge of customer service priorities and ability to utilize tools and techniques for maintaining an environment where all understand and are committed to providing excellent service to internal and external customers.

Performance Management: Knowledge of successful performance management techniques; ability to apply organization's performance management system, practices, and tools to developing and improving individual, team, and organizational performance.

Producing Results: Understanding of the criticality of getting things done despite current circumstances and the ability to utilize assigned resources and leverage back-channel resources (individuals or teams) to achieve or exceed planned outcomes.

Financial Risk Management: Knowledge of tools, techniques, and strategies applied in financial risk management; ability to quantify, qualify, and manage financial risk.

Universal Competencies

Continuous 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 (Customer Facing): Knowledge of customer interactions, creating a culture of accountability, collaboration, and partnership. Ability to build an environment supporting 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.