Service Delivery Manager – Telecommunications

Key Responsibilities

Customer Experience & Communication

• Serve as a customer-facing point of accountability for telecom service delivery.
• Proactively communicate install timelines, status updates, delays, and next steps to Project Managers and customers.
• Ensure Project Managers and customers have clear expectations throughout the ordering, install, and activation process.
• Partner with Account Managers, Technical Account Managers, and Project Managers to deliver a seamless customer experience.
• Participate in customer calls and escalations related to telecom service delivery as needed.
• Advocate for the customer while balancing operational constraints and vendor realities.

Service Delivery & Provisioning Management

• Lead and manage a small team of Telco Provisioners responsible for ordering, modifying, and disconnecting telecom services (DIA, Broadband, MPLS, Voice, SD-WAN underlay, etc.).
• Own the end-to-end telecom service delivery lifecycle from order acceptance through activation and handoff to Operations.
• Ensure provisioning activities are executed accurately, on time, and in alignment with customer commitments and internal SLAs.
• Provide prioritization, guidance, and escalation support to the provisioning team.
• Drive consistent, repeatable provisioning workflows and standards.

Telecom Ordering & Disconnect Management

• Own tracking and execution of all telecom orders, installs, upgrades, and disconnects across carriers and services.
• Ensure disconnects are completed promptly to avoid unnecessary spend and contract overruns.
• Maintain accurate service records including circuit IDs, vendors, billing start dates, contract terms, and customer locations.
• Establish and enforce standardized processes for order intake, status updates, and service completion.

TEM Administration

• Serve as the primary operational owner for Meriplex’s Telecom Expense Management (TEM) platform(s).
• Ensure all telecom orders, changes, and disconnects are accurately entered and maintained within the TEM system.
• Partner with Finance and Billing to reconcile carrier invoices, identify discrepancies, and support billing credits.
• Maintain clean and accurate circuit inventory and service records to support cost control and reporting.
• Support TEM onboarding, optimization, or provider transitions as needed.

Telco Equipment & Inventory Coordination

• Partner with Procurement to ensure adequate availability of telecom-related equipment, including VeloCloud appliances, Adtran devices, SFPs, and related network hardware.
• Provide visibility into upcoming installs, upgrades, and projects to support procurement planning.
• Track equipment readiness and allocation required for customer installs and break-fix activities.
• Coordinate with Engineering, Warehouse, and the provisioning team to ensure equipment is available when needed.
• Communicate equipment-related risks that may impact service delivery timelines.

Reporting & Performance Metrics

• Develop and maintain reporting on telecom service delivery performance, including:
• Average circuit install times
• Install aging and stalled orders
• Disconnect volume, timing, and trends
• Circuit inventory accuracy and lifecycle tracking
• Service delivery risks impacting customers
• Provide regular reporting and insights to leadership.
• Use data to identify bottlenecks, drive process improvements, and improve customer outcomes.

Vendor & Cross-Functional Coordination

• Act as a primary point of contact with telecom carriers and vendors throughout the service delivery process.
• Coordinate closely with Sales, Project Management, Engineering, NOC, Procurement, Warehouse, and Finance.
• Lead vendor escalations impacting customer installs or service timelines.
• Drive accountability with vendors to improve delivery performance and service quality.

Leadership & Team Development

• Train, mentor, and develop Telco Provisioners to ensure consistent execution and professional growth.
• Establish clear expectations, workflows, and accountability within the team.
• Foster a customer-first, detail-oriented, and collaborative culture.
• Support hiring, onboarding, and performance management as needed.

Required Qualifications

• 10+ years of experience in telecommunications service delivery, provisioning, or operations.
• Prior experience in a customer-facing service delivery or operations leadership role.
• Strong understanding of telecom services including DIA, MPLS, Broadband, Voice, and SD-WAN underlay circuits.
• Experience working with Telecom Expense Management (TEM) platforms and telecom billing processes.
• Strong communication skills with the ability to engage customers and internal stakeholders.
• Highly organized with strong attention to detail and follow-through.
• Ability to manage multiple priorities in a fast-paced environment.

Preferred Qualifications

• Experience in a managed services or MSP environment.
• Familiarity with telecom carrier contracts, install SLAs, and disconnect processes.
• Experience supporting multi-site enterprise customers.
• Experience building operational dashboards and service delivery metrics.
• Prior experience managing or mentoring provisioning teams.