Manager of Project Delivery

The Project Delivery Manager is responsible for the delivery of technical projects across the United States and it territories as well as Canada. They will have direct responsibility for team that may include project managers and project coordinators. They will work to ensure all customer and internal metrics are being met and customers have a high degree of satisfaction. This position interacts with all internal departments to facilitate compliance with documented processes and corporate directives and goals. This is a deeply involved manager role requiring hands on work and managing a project workload independently as well as leading the team.This can be a remote position if you do not live within daily driving distance of our office in Jonesboro, AR.RESPONSIBILITIES:

• Manage customer-facing projects, ensuring timely delivery and high-quality outcomes.

• Collaborate with service and sales teams to align resources with customer requirements.

• Monitor SLAs and internal metrics; implement remediation plans when needed.

• Identify trends in customer or department activity and develop action plans.

• Draft and review project SOWs, develop project plans and schedules.

• Create documentation and provide training on processes and policies.

• Maintain an individual caseload while supporting the team and covering absences.

• Model behaviors aligned with Optus’ Core Values and Code of Ethics.

• Train, guide, and develop direct reports to meet organizational goals.

• Facilitate team meetings, hold one-on-ones, and address performance issues.

• Provide guidance on complex problems and customer interactions.

• Drive process improvements through suggestions, teams, and root cause analysis.

• Engage directly with customers to ensure satisfaction.

• Perform other duties as assigned.

REQUIREMENTS:

• Bachelor's degree (BA/BS) or equivalent experience

• 3-5 years of management experience. Prefer experience in a progressive, technically oriented environment overseeing engineering or project management teams.

• Project Management certification preferred (CAPM, PMP, or equivalent)

• Sales engineering or solutions architecture experience desired

• Broad technical background (telephony, contact center, enterprise networking, wireless networking, infrastructure cabling, cybersecurity, IT managed services, audio visual, IT infrastructure) preferred

• Experience utilizing Microsoft Office products including Word, Excel, PowerPoint, Visio, Project and Outlook

• Attention to detail and great organizational skills 

• Must be a team player with a positive attitude and able to demonstrate excellent customer service skills

• This position requires the successful candidate to be able to multi-task, work within externally developed deadlines, and respond promptly and efficiently to change.

• Must have a high sense of urgency and self-driven to exceed customer expectations

• Up to 10% travel required

WHAT WE OFFER:

• 401(k)

• 401(k) matching

• AD&D insurance

• Dental insurance

• Disability insurance

• Employee assistance program

• Flexible spending account

• Health insurance

• Health savings account

• Life insurance

• Paid time off

• Professional development assistance

• Referral program

• Tuition reimbursement

• Vision insurance

WHO WE ARE:  We’re not just another IT services firm—we're architects of business transformation. Our cutting-edge solutions and customer-first approach are revolutionizing how businesses connect, communicate, and create value in the digital landscape. As a national leader in IT service delivery, we're seeking sharp, results-driven professionals to join our team and push the boundaries of what's possible.At Optus, we've cultivated an environment where innovation thrives, collaboration is second nature, and openness drives progress. Our team leverages their expertise and commitment to CX to streamline multi-site enterprise operations, ensuring seamless functionality and instilling confidence in our clients nationwide. By joining us, you'll be part of a dynamic force that's setting new standards in IT service excellence.PHYSICAL DEMANDS/WORKING CONDITIONS:Occasional travel to offsite customer locations as needed.  Ability to read, write, and communicate orally and written to external and internal customers and employees.  Normal vision and normal hearing with or without correction.  Ability to move boxes weighing up to 50 lbs. periodically throughout the workday.  In this position, you will need to move around the job site or office, occasionally ascend and descend a ladder to install cabling, remain in a stationary position, and continuously position yourself to pull cable or reach cabling in tight, low places throughout the day.  Must be able to perform tasks requiring hand and feet coordination and repetitive hand and wrist motions.Optus is an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected by law.

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