Service Delivery Manager – Telecommunications

The Service Delivery Manager Telecommunications is a customer-centric leadership role responsible for overseeing the end-to-end delivery of Meriplexs telecommunications services. This position ensures customers receive clear communication accurate timelines and a consistent professional experience throughout the install change and disconnect lifecycle.

This role manages a small team of Telco Provisioners and serves as the operational owner for telecom ordering service delivery execution TEM administration performance reporting and customer install communications. The Service Delivery Manager partners closely with internal teams vendors and Procurement to ensure services and equipment are delivered accurately efficiently and in alignment with customer expectations.

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 Meriplexs 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.

Required Experience:

Manager