Service Delivery Administrator Pure IP

Pure IP, a BCM One Company, is trusted by millions daily to power business communications. Pure IP connects the old with the new; integrating voice across platforms, systems and applications to provide an end-to-end communications service that enables businesses to collaborate effectively, wherever they are.

To support our continued growth, we are looking for a Service Delivery Admin on our teams.  As a Service Delivery Admin, you will play a crucial role in deploying Session Border Controllers (SBCs) on-site and ensuring smooth project execution in collaboration with project managers. Your responsibilities will include engaging with cross-functional teams and providing clear communication regarding project progress, making this a heavily customer-facing role.

You will also oversee the onboarding process within the SBC team. This includes managing documentation, asset management, and loading contract details into systems. Youll be responsible for overseeing the physical start-up of equipment, ensuring that all systems and assets are properly integrated and operational to meet customer requirements. Additionally, you will work closely with third-party vendors to manage the hardware ordering process for clients.

Work Locations: 

This position will be hybrid based out of our office in Makati City, Philippines. Our team typically works in office 3 days per week with 2 days work-from-home. 

Hours:

Mid Shift - 4/5pm to 1/2am Philippines Time (8/9am to 5/6pm UK)

What You Will Do:

• Follow the documented delivery process for Managed SBC orders and propose updates to management when issues are noted 

• Ownership of orders and single contact point for customers throughout the delivery 

• Regular tracked and structured communications with customers updating on status of orders 

• Organization of orders progressing through the project and onboarding process 

• Follow, prompt and/or bridge communications between customer and the engineers whilst in configuration and testing stages 

• Track and initiate billing for Managed SBC orders 

• Prompt, liaise and organize internal work that spans from the Managed SBC to other teams during a project. 

• Ensure the onboarding and offboarding processes are followed liaising with engineers for inputs in a timely manner 

• Manage any planned work that is required and ensure customers are notified appropriately.  

• Responding to customer cases that relate to their orders raised by phone or ticket. 

• Work with key vendors to place orders following the ordering process 

• Update all documentation and systems defined in the delivery process

What You Will Need:

• At least 2+ years of experience in telecommunications and project management
  
• Customer service experience.
• Excellent written and spoken English.
• Willingness to work overnights.
• Proficiency with Microsoft Office Suite 365 (specifically Excel and Word).
• Strong attention to detail.

Who We Are:

BCM One is a leading telecom provider of NextGen Communications and Managed Services that has been in business for 30 years with more than 18,000 business customers and 5,000 channel partners who rely on our products, services, and teams to support their critical underlying network infrastructure. BCM One is the parent company to our family of brands that includes SIP.US, SIPTRUNK, Flowroute, SkySwitch, and Pure IP.

Joining the BCM One team is a chance to be part of a financially strong company with an exciting growth story; over the past 4 years we’ve brought together leading companies in our space who have built products, services, and programs to innovate and disrupt our industry. Now, operating under one roof, we are taking BCM One to the next level and looking for talented individuals to help make that happen.

When you choose to work at BCM One, you get to work with a talented team and build experience with the leading technologies, suppliers, and partners in our industry. We don’t offer cookie-cutter solutions, so the opportunities are endless, and the work is always varied and interesting. We take our mission “to provide a world-class experience with every human interaction” seriously, which means everything you do makes a difference. And we’re committed to building and nurturing a diverse and inclusive workforce and environment that empowers you to do your best work, spread your wings and reach your full potential. At BCM One, we encourage our team to learn something new every day, so you don’t just become part of our growth story, we become part of yours.

Why BCM One

We are committed to creating an environment that fosters teamwork, accountability, and innovation. Many BCM One employees have been with the company for 10+ years, which we think says a lot about our culture.

We Are a Team

• We pride ourselves on our team-based approach to providing quality solutions for our clients. BCM One encourages a culture of collaboration, exposing employees to different areas of the business and fostering career growth.
• We support employee involvement and provide opportunities to be responsible stewards via our BCM One Gives Back Program and our Emergency Fund to help our team members who are going through difficult times.

Hard Work is Recognized

• We offer an Employee of the Quarter program with a monetary award and Employee of the Year that includes a 7-day vacation package to the Caribbean. In addition, we host various regional team-building gatherings throughout the year.
• We believe in developing our team members and offer many opportunities for training, professional development and career growth.

Your Voice is Heard

• We empower our team members to speak up and look for opportunities in challenges.
• We have an Employee Council and a Diversity Equity and Inclusion Committee made up of volunteers from across the company who share a passion for making BCM One a great place to work and find ways to positively impact our communities.

How we take care of you:

• Competitive industry salaries with annual reviews
• Health Insurance (HMO with 2 free dependents)
• Generous Paid time off
• Company retirement plan
• 13th month pay

BCM One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by applicable law.