Senior Service Delivery Specialist

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

📋 Description

• Act as a pivotal project leader working collaboratively across various functions with Customers, Sales, and Sales Leadership at the Project, Market, and Product/Services levels.

• Take complete ownership of projects, which includes organizing project kickoff meetings with stakeholders, managing schedules, tracking scope and budget, and overseeing project management for both internal and external teams.

• Facilitate communication regarding project dependencies, timelines, milestones, and progress with both internal and external customers.

• Champion customer ownership and advocacy by providing project feedback that represents the ‘Voice of the Customer’.

• Create and uphold customer project plans in alignment with contractual obligations and service designs.

• Oversee budget responsibilities, including monitoring expenditures, forecasting, and planning for gap closure with Outside Plant when necessary.

• Execute and supervise daily operational tasks through cross-functional collaboration.

• Maintain existing reports and dashboards to deliver weekly and quarterly forecasts, metrics, and outcomes.

• Collaborate with teams to identify gaps and implement improvements.

• Coordinate plans and strategies with other functional areas such as sales, product, engineering, procurement, network operations, and field operations.

• Recognized as a reliable go-to person and trusted advisor, readily assisting other team members.

• Capable of managing a high volume of orders and tasks efficiently.

⛳️ Requirements

• Bachelor's Degree preferred or equivalent professional experience required.

• A minimum of five (5) years of experience in managing Telecom services projects; ten (10) years of experience is preferred.

• Proficient in defining project dependencies, managing milestones, and consistently meeting or exceeding project KPIs.

• Comprehensive understanding of Fiber Engineering, Outside Plant, and field operations processes relevant to each project, including budget management, design, engineering, permitting, construction, splicing, and scheduling.

• Strong collaboration and relationship-building skills with internal and external teams, partners, and all levels of customer organizations served.

• Excellent communication, relationship management, and leadership abilities.

• Outstanding project leadership and critical thinking capabilities.

• Superior customer management skills (both verbal and written), including risk analysis and conflict management/resolution.

• Ability to motivate and influence teams to take action, even when not in a direct reporting relationship, to align with company objectives.

• Self-motivated and driven to deliver exceptional customer service.

• Capacity to identify and address personal growth areas; a desire for continuous improvement and advancement within the organization.

🏝️ Benefits

• Comprehensive Health, Dental & Vision Insurance.

• Retirement 401(k) Savings Plan.

• Generous paid time off policy, which includes paid parental leave.