Connectivity Specialist, Service Delivery

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee and manage the delivery of telecommunications services and circuits to customer sites.

• Take ownership of the complete circuit delivery lifecycle from order acceptance to installation, activation, testing, and service approval.

• Manage multiple connectivity deployments ranging from single-site installations to intricate multi-site rollouts.

• Act as the main point of contact for customers during the circuit delivery process, ensuring proactive communication and status updates.

• Collaborate with Network Deployment Engineers, Project Managers, Carrier Management, Data Center Operations, carriers, dark fiber providers, Remote Hands teams, and field technicians.

• Organize, schedule, and supervise field technicians engaged in hardware installations, circuit activations, testing, cross-connect verification, and troubleshooting activities.

• Provide carriers and third-party technicians with scope, site specifics, and installation guidelines.

• Monitor carrier milestones such as site surveys, local loop provisioning, cross-connects, circuit testing, and service activation.

• Arrange on-site activities that involve carrier technicians, field dispatch, customer access, Remote Hands, and data center meet-me room or cross-connect operations.

• Oversee MACD requests for current circuits and connectivity services.

• Triage and redirect repair, billing, and service inquiries to the relevant internal teams.

• Maintain precise circuit records, milestones, notes, and documentation across internal systems.

• Identify risks, delays, and dependencies while facilitating resolution with carriers, vendors, and internal stakeholders.

• Adhere to delivery standards, best practices, company policies, data privacy practices, compliance training, and policy acknowledgments.

• Contribute to the ongoing enhancement of delivery processes and customer outcomes.

• Manage administrative and documentation tasks that support delivery, reporting, and billing readiness.

• Report directly to the Connectivity Manager, Service Delivery.

• Perform additional responsibilities as assigned.

⛳️ Requirements

• Bachelor’s degree preferred along with 4+ years of relevant hands-on experience in telecommunications or connectivity service delivery.

• At least 2 years of experience coordinating service delivery efforts, including the management or direction of field technicians, carrier resources, and cross-functional teams.

• Familiarity with routers, switches, NIDs, and SD-WAN appliances.

• Strong understanding of telecommunications services and circuit delivery, covering DIA, EPL/EVPL Ethernet services, internet and last-mile access, NIDs, dark fiber, public cloud direct-connects, wireless LTE, and data center cross-connects and meet-me room processes.

• Knowledge of delivery SLAs, standard installation timelines, and service activation schedules.

• Experience in managing on-site installations, technician dispatch, and coordination across various vendors and locations.

• Proficient in Microsoft products, including Microsoft Office and Microsoft Outlook.

• Experience with ServiceNow is advantageous.

• Familiarity with SharePoint, IRA, Remote Hands coordination, field technician dispatch and oversight, ISP/OSP construction, carrier last-mile ordering and provisioning, and AWS and/or other public or private cloud providers is preferred.

• Strong communication skills for customer-facing interactions.

• Highly organized with exceptional attention to detail and the ability to manage multiple concurrent deployments.

• Comfortable working in a time-sensitive, high-volume delivery environment, occasionally requiring work outside standard business hours.

• Self-motivated, accountable, and able to work independently while effectively collaborating with teams.

• Must be legally authorized to work in the United States without visa sponsorship.

• Ability to successfully perform each essential function.

🏝️ Benefits

• Full-time remote work.

• Opportunities for professional growth.

• Reasonable accommodations for qualified individuals with disabilities.