Manager of Service Delivery

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Description

Position Overview

The Service Delivery Manager plays a key role in both tactical project execution and strategic oversight within the Service Delivery Department. This individual will lead a portion of the Service Delivery Project Management (SDPM) team and support broader departmental initiatives as an extension of the Service Delivery Director. The Manager will be directly responsible for maintaining oversight of key strategic accounts, ensuring exceptional customer satisfaction, and alignment with delivery timelines and SLAs.

The Manager will assist with escalations, standardize customer-facing processes, facilitate cross-functional communication, and guide the team in execution of complex service delivery initiatives across enterprise, wholesale, channel, strategic accounts, and wireless lines of business. This role requires strong leadership, project management, and cross-training capabilities to foster an agile, knowledgeable, and accountable team environment.

Essential Job Functions

• Lead and mentor a portion of the SDPM team, ensuring consistent performance, professional development, and alignment with organizational goals.
• Maintain oversight of critical strategic accounts to ensure high-quality service delivery and customer satisfaction.
• Assist with customer escalations, ensuring prompt resolution and communication, while identifying and addressing root causes to prevent recurrence.
• Support the standardization of customer-facing documentation, communications, and workflows to ensure consistency across projects and teams.
• Crosstrain team members to support service delivery functions across all customer segments- enterprise, wholesale, channel, strategic, and wireless.
• Act as a leadership extension of the Service Delivery Director to support day-to-day operational needs, broader initiatives, and departmental coordination.
• Plan, develop, and manage project timelines, focusing on critical path milestones, gap analysis, and proactive mitigation of risks to keep projects on track.
• Coordinate and manage cross-functional resources and dependencies to meet project deliverables and organizational constraints.
• Lead meetings, document and manage action items, publish professional meeting minutes, and ensure follow-through.
• Provide timely and accurate reporting, including project status reports and escalations, to stakeholders and senior leadership.

Leadership & Interpersonal Skills

• Proven ability to lead teams and drive accountability in a fast-paced environment.
• Strong interpersonal skills to build trust and maintain effective working relationships across all levels of the organization.
• Ability to lead customer meetings, deliver presentations, and communicate complex information in a clear and professional manner.
• Demonstrated ability to handle escalations tactfully and effectively.
• Commitment to customer success with a proactive, solution-oriented approach.
• Ability to influence, motivate, and lead by example across cross-functional teams.
• This role requires a high degree of ownership, communication, and operational leadership. The idea candidate is resourceful, proactive, and committed to delivering results in a collaborative environment.

Requirements

• 7-10 years' experience in network project management within a telecom or service provider environment.
• Prior experience overseeing strategic enterprise or hyperscale customer accounts is strongly preferred.
• Bachelor's degree in business, Project Management, or a related field is required; a Master's degree is desirable.
• Project Management certification (PMP or equivalent) is preferred.
• Strong proficiency in Microsoft Project, Gantt/PERT charts, and project tracking/reporting tools.
• Advanced skills in Microsoft Office Suite (Excel, PowerPoint, Visio); experience with SharePoint is a plus.
• Deep understanding of service provider delivery processes and organizational functions (e.g., Engineering, Construction, Product, IT, Logistics).
• Strong analytical, problem-solving, and organizational skills.
• Ability to perform under pressure and manage multiple complex initiatives simultaneously