About GTT:

GTT is a leading networking and security as a service provider for multinational organizations, simply and securely connecting people and machines to data and applications – anywhere in the world. We serve thousands of organizations, bringing together the right people, partners and technology to reduce the burden on IT teams and solve the most pressing networking and security challenges. Built on our top-ranked global Tier 1 network, GTT Envision is a single global technology platform to connect, orchestrate, virtualize and automate enterprise networks, enabling customers with consumable solutions to achieve business missions and meet ongoing demand when, where and how needed. Our portfolio includes SASE, SD-WAN, security, internet, voice and other connectivity options, complemented by a suite of professional services and exceptional sales and support teams in local markets around the globe. We partner with our customers to deliver Greater Technology Together. For more information, please visit www.gtt.net.

Role Summary:

The Vendor Escalations Manager will create or maintain relationships with our preferred vendors through the effective communication and regular meetings to achieve better support from our vendors during the Service Delivery process.

The Vendor Escalation Manager will facilitate resolution of issues during local circuit deliveries.

Job Scope/Supervision:

Report to Vendor Escalations Director, working within the vendor facing Service Delivery team. The role will interact our vendors and internal teams including, but not limited to, Supplier Management, Quoting, Vendor Coordinator, Project Management and Service Delivery Coordinator.

Duties and Responsibilities:

• Assign escalation tasks as they are created in the Escalations Service Delivery task queue.

• Review history of order then contact vendor escalation peer to facilitate resolution of stated issue.

• Follow up with vendor a minimum of once daily to drive quick resolution unless another duration is agreed upon.

• Raise escalation level both internally and with our vendors when needed.

• Document progress of escalation and resolution in GTT’s system (CMD/Genesis).

• Maintain regular meetings with preferred vendors.

• Actively participate in Quarterly Business Reviews (QBRs) with preferred vendors.

• Build or maintain relationships with Service Delivery contact peers within vendor organizations.

Required Experience/Qualifications:

• Minimum 2 years’ experience as Vendor Coordinator, Service Delivery Coordinator, Project Manager or other similar role in telecommunications.

• Minimum of a basic understanding of telecommunications processes and terminology.

• Excellent written and verbal communication skills.

• English is mandatory. Additional languages are a plus.

Desirable Experience/Qualifications:

• Self-motivated individual with great interpersonal and influencing skills.

• Confident and able to liase and influence across all levels within GTT and vendors with proven experience in managing challenging situations.

• Knowledge of regional and cultural differences in the global environment is a plus.

• Existing relationships with telecommunication carriers is a plus.

Hours/Travel/Shift (Where Applicable):

The role may require occasional business travel to participate in vendor meetings as required.

Competencies:

• Accuracy and Attention to Detail: Understanding the necessity and value of accuracy; ability to complete tasks with high levels of precision.

• Conflict Management: Knowledge of managing conflicts; ability to anticipate, recognize, and deal effectively with existing or potential conflicts at the individual, group, or situation level.

• Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.

• Managing Multiple Priorities: Knowledge of effective self-management practices; ability to manage multiple concurrent objectives, projects, groups, or activities, making effective judgments as to prioritizing and time allocation.

• Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.

• Key Performance Indicators: Knowledge of business metrics and Key Performance Indicators (KPIs) and ability to use strategies and tools for defining and measuring progress toward goals.

• Vendor/Supplier Management: Knowledge of external provider management processes and ability to effectively manage the business relationship with external providers (e.g. vendors, service providers, contractors, consultants and suppliers).

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.

EEO Statement

GTT provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, GTT complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

GTT expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of GTT’s employees to perform their job duties may result in discipline up to and including discharge.

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