Director of Service Delivery
Director of Service Delivery
Posted on :
11-04-2025
Employer Active
1 Vacancy
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Monthly Salary
$ 130000 - 150000
Vacancy
1 Vacancy
Posted on :
11-04-2025
Job Description
Director of Service Delivery
Connectbase is one of the fastest growing VC funded SaaS companies focused on providing datadriven solutions for the connectivity industry. Our Connected World ecosystem the core platform of Connectbase allows our partners to use locationbased insights and automation to buy and sell connectivity more effectively than ever. With cutting edge technology and bestinclass service we offer solutions that drive growth for our customers by increasing visibility to the market managing location and driving engagement as the system of record wherever connectivity providers connect in the commercial market.
Founded in 2016 we are a remotefirst workplace operating on a global scale. Our core values reflect our approach to building scalable solutions and to empowering our team.
Innovative Trustworthy Accountable
Job Description
The Director of Service Delivery provides daytoday and strategic leadership for implementing new features within the platform working alongside and with all groups within the Care department. The strategic focus of the Director will a) work with leadership in product and configuration teams to define standards and best practices b) align customer product offerings and process requirements into the platform adhering to standards and best practices and c) build a team that coordinates with the customer implementation projects to be completed in a timely manner.
The Director will be focused on implementing a) New Customers b) Renewal Customers where configuration has been added or changed c) Rebuilding of Customers that need to be reconfigured into best practice and standards d) the addition of new Product Categories and new Connections to an existing customer.
The Director will work to grow a Service Delivery team that coordinates implementation projects and becomes the main POC for our customer during that process. The Service Delivery team will align with internal teams such as PLR (configurations) Support Training and members of our Product team to deliver the software platform that meets customer requirements.
Primary Responsibilities including but not limited to:
- Define implementation process standards and best practices for all platform features.
- Develop and grow service delivery staff meant to coordinate implementations.
- Work with stakeholder groups to define quoting standards that impact implementations.
- Become an expert in the Connectbase platform as it relates to serviceability quoting and the interaction with the product catalog.
- Develop a clean handoff process from sales to define and understand what needs to be implemented for the customer.
- Partner closely with our Sales CSM PLR (configuration) Support Product and Engineering teams to provide a world class implementation experience.
- Manage relationships with senior customer contacts and other stakeholders to provide key leadership and oversight to large client implementations.
- Provide leadership to multiple implementations and facilitate the cross project / cross functional team to develop and implement solutions to address our clients requirements.
- Act as a player/coach within the team supporting their needs and allowing them to get to the best resolutions for our customers.
- Develop implementation scoping & estimating processes including providing resource estimates & capacity management oversight.
- Develop process to track and deliver concurrent implementations.
- Develop SLA with stakeholder leadership for common task key to the delivery of implementation projects.
- Track progress of assigned tasks with the ability to identify late tickets and initiate and track internal escalations.
- Design communication best practices and standards that are used during the implementation process to control customer facing expectations.
- Establish clearly defined goals objectives responsibilities competencies and development plans for each member on the team.
- Ensure team members are appropriately trained to handle daytoday activities.
- Provide coaching and performance feedback through oneonone meetings staff meetings and other communication as appropriate.
- Prepare and deliver written team member performance reviews in accordance with company policy.
- Manage day to day team member issues and conflict resolution.
- Hire and retain top talent.
- Develop coordinate and enforce systems policies procedures and productivity standards.
- Drive the continual evolution of team processes and workflows to ensure the team meets the scaling needs of Connectbase.
- Bachelors degree or commensurate work experience.
- 10 years of experience leading operational teams within the Telecommunications industry
- 5 years of experience building and leading enterprise customer facing Implementation teams.
- Experience using the Connectbase and MasterStream platforms
- Experience managing the lifecycle of complex customer issues and prioritizing escalations.
- Demonstrated ability to manage multiple resources across multiple locations who are working on complex projects and tasks simultaneously.
- Strong collaborative negotiating influencing leadership and decisionmaking skills.
- Ability to multitask in a challenging fast paced matrix management organization.
- Ability to make decisions based on a broad range of issues within and outside the control of the day to day working environment.
- Ability to identify define and execute upon opportunities for improvement and recommend alternative solutions to process inefficiencies.
- Clear and direct communication skills
- Experience in network & telecommunications space helpful but not required.
Connectbase Philosophy
The team at Connectbase share common traits. Does this sound like you
- Naturally curious
- Innate ability to learn
- Able to turnfeedback intoaction
- Duallyautonomous and collaborative
- Empowers those around them
Compensation and Benefits
Competitive compensation based on your background and level of experience with the opportunity for selfdirected career advancement in a rapidly growing SaaS company. Anticipated Salary Range of $130000$150000 plus bonus. We also offer a generous benefits package including health dental vision; unlimited vacation; 401(k); and further employer covered benefits. Check out our employee reviews on Glassdoor: is proud to be an equal opportunity workplace and employer. We are committed to equal employment opportunity regardless of race color ethnicity ancestry national origin nationality immigration status citizenship religion or religious creed (or belief where acceptable) sex/gender sexual orientation gender identity and gender expression pregnancy marital status age citizenship marital status handicap or disability genetic information or characteristics (or those of a family member) Veteran or military status political belief or socioeconomic status. Connectbase does not discriminate against individuals on the basis of those characteristics or any other characteristic protected by law.
Connectbase is proud to be an equal opportunity workplace and employer. We are committed to equal employment opportunity regardless of race color ethnicity ancestry national origin nationality immigration status citizenship religion or religious creed (or belief where acceptable) sex/gender sexual orientation gender identity and gender expression pregnancy marital status age citizenship marital status handicap or disability genetic information or characteristics (or those of a family member) Veteran or military status political belief or socioeconomic status. Connectbase does not discriminate against individuals on the basis of those characteristics or any other characteristic protected by law.
Required Experience:
Senior IC
Employment Type
Full-Time
Key Skills
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