Director of Connectivity – Service Delivery

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

📋 Description

• Lead, develop, and oversee the Connectivity Service Delivery team responsible for order intake, provisioning, turn-up, and operational readiness across the 11:11 connectivity services portfolio.

• Take ownership of the complete service delivery lifecycle for 11:11 Provided (Offnet or Blended) Internet (DIA, Broadband, Wireless 3G/4G/5G/LTE), Point-to-Point, Ethernet Private-Line, Ethernet LAN Services, Dark Fiber, Wavelength, 11:11 Provided Cross-Connects, and Customer Owned Circuit Support — managing each order from acceptance through provisioning to operational readiness and go-live.

• Design, document, and consistently enhance scalable service delivery workflows, milestones, handoffs, and quality controls that facilitate business growth while maintaining high delivery standards.

• Ensure the accuracy and completeness of circuit inventory and delivery records, including circuit IDs, demarcation details, LOA/CFA documentation, NID assignments, and as-built documentation, guaranteeing a smooth handoff of records to operations, billing, and support teams during go-live.

• Organize and lead turn-up calls with customers, carriers, and vendors to deploy, test, and activate services.

• Collaborate with other 11:11 Systems Service Delivery and Product teams when connectivity services are part of a broader product solution, aligning circuit delivery timelines, dependencies, and milestones with the overall project plan to ensure timely connectivity deployment.

• Plan and facilitate hands-on dispatches (internally and with third-party field resources) to assist in the deployment, turn-up, and troubleshooting of services at customer and carrier locations.

• Supervise the staging, configuration, shipping, and deployment of Network Interface Devices (NIDs), including Juniper, RAD, and Ciena platforms, to support service delivery and turn-up activities.

• Act as the senior escalation point for delayed, stalled, or at-risk orders; drive carrier and vendor escalations to resolution and communicate status updates to customers and internal stakeholders.

• Manage relationships with offnet and blended carriers/vendors, focusing on delivery intervals, performance, jeopardy management, and dispute resolution.

• Collaborate cross-functionally with Sales, Sales Engineering, Order Management, Network Engineering, and the Network Operations Center to ensure smooth transitions into and out of service delivery, including operational readiness criteria and documentation for go-live.

• Establish and report on service delivery KPIs and SLAs, including order aging, delivery intervals, on-time delivery, backlog, and first-time-right turn-up rates.

• Provide technical guidance to the team regarding the design, implementation, and troubleshooting of telecom transport services, including T1/T3, OCx, Fiber, Ethernet Layer 2 services (Ethernet Private Line and ELAN/VPLS), and Wireless (3G/4G/5G/LTE) facilities.

• Develop staffing plans, capacity models, and training programs to effectively scale the team in alignment with order volume and portfolio growth.

• Ensure accurate and timely tracking of orders and issues within ticketing and order management systems, providing timely updates to customers on progress and milestones.

⛳️ Requirements

• A Bachelor's or University degree in a relevant field of study or an equivalent of 10+ years of related work experience is required.

• At least 5+ years of leadership/management experience in telecom service delivery, provisioning, or network deployment, preferably within a larger telecommunications or carrier provider in a similar capacity.

• Extensive hands-on experience in the design, implementation, and troubleshooting of telecom transport services, including T1/T3, OCx, Fiber, Ethernet Layer 2 services (Ethernet Private Line and ELAN/VPLS), and Wireless (3G/4G/5G/LTE) capabilities.

• In-depth understanding of the complete service delivery process, encompassing order entry, circuit provisioning, testing and turn-up, operational readiness, and go-live handoff to operations.

• Familiarity with Network Interface Devices (NIDs), including models from Juniper, RAD, and Ciena, along with experience overseeing NID staging, shipping, and deployment processes.

• Proven ability to design, document, and scale service delivery workflows, including milestone tracking, jeopardy management, and quality controls.

• Experience in managing offnet and blended last-mile carrier relationships, including ordering procedures, LOA/CFA and cross-connect processes, delivery intervals, and escalations.

• Experience coordinating field dispatches and managing third-party hands-on resources for deployment and turn-up activities.

• Demonstrated experience in establishing and managing service delivery KPIs and SLAs (order aging, intervals, on-time delivery, backlog).

• Proficiency in ticketing, order management, and OSS/BSS systems utilized for tracking and driving orders through the delivery lifecycle; direct experience with ServiceNow is strongly preferred, including CMDB and network circuit records management and the use of Projects (PRJ) and Project Tasks for managing delivery work.

• Exceptional written and verbal communication skills, capable of leading customer- and vendor-facing turn-up calls and executive-level status communications.

• Strong vendor management, negotiation, and cross-functional coordination abilities.

• Relevant industry certifications such as MEF-CECP (Carrier Ethernet Certified Professional), PMP, or ITIL are advantageous.

• Must be legally authorized to work in the assigned country without the need for visa sponsorship.

🏝️ Benefits

• Comprehensive healthcare plan options

• Retirement plan with company match

• Life insurance and other supplemental insurance options

• Paid time off along with company holidays

• New Parent Leave

• Wellness programs