Service Delivery Lead - Lancaster, CA

Race Communications • Hi Vista, CA

1d • $24 - $29 • Onsite

About The Position

As the Service Delivery Lead, you will play a critical role in overseeing and coordinating service delivery operations, ensuring the successful installation, activation, maintenance, and support of telecommunications services. Your strong technical expertise, leadership skills, and commitment to excellence will drive service quality and customer satisfaction. The Service Delivery Lead is responsible for guiding a team of Service Delivery Technicians and coordinating contractor activities to ensure all service requests, installations, and repairs are completed safely, efficiently, and to the highest quality standards. This role supports 24/7 operations and may require nights, weekends, holidays, overtime, and travel overnight as needed to support emergency response, outage restoration, and urgent maintenance.

Requirements

• Eligibility for US Employment without sponsorship
• Minimum of 18 years of age
• High School Diploma or GED or equivalent combination of education and experience is preferred
• A valid driver's license, subject to successful verification through a DMV check, is mandatory
• Proven experience leading service delivery teams and managing field technicians in a telecom or similar environment
• Strong background in installation, activation, and troubleshooting of network or service systems
• Experience coordinating cross-functional teams to meet service level agreements (SLAs) and operational goals
• Demonstrated ability to manage contractors, vendors, and third-party service providers
• Experience working in MDU/HOA environments, including build-outs, activations, and property coordination
• Solid understanding of service operations, workflow prioritization, and dispatch management
• Ability to work nights, weekends, holidays, and overtime, and travel overnight as needed to support emergency response, outage restoration, and urgent maintenance for 24/7 operations
• The ability to effectively communicate in English, including speaking, reading, writing, and comprehension, as necessary for effective job performance and workplace communication
• Proficient use of MS Office applications including Teams, Word, Excel, and PowerPoint; teleconferencing applications
• Functional use of common office equipment, computers, and office software

Nice To Haves

• Bilingual communication skills are considered a plus, particularly when serving diverse communities

Responsibilities

• Serve as the primary point of contact for the Service Delivery Technician team
• Lead, coach, and support technicians to ensure efficient service execution
• Provide technical guidance for complex service issues and escalations
• Plan, organize, and prioritize service delivery activities to meet SLAs
• Coordinate with network operations, engineering, customer support, community development and construction teams
• Ensure timely completion of installations, activations, and service requests
• Coordinate and manage contractors performing service delivery work within MDU (Multi-Dwelling Unit) and HOA environments
• Oversee build-out activities, including unit activations, infrastructure readiness, and service turn-ups
• Ensure all contractor work adheres to Race Communications processes, standards, and policies
• Act as the primary liaison between contractors, property management, HOAs, and internal teams
• Monitor contractor performance, quality of work, and adherence to timelines and SLAs
• Conduct quality inspections and enforce corrective actions when standards are not met
• Ensure proper documentation, permitting requirements, and site-specific guidelines are followed
• Support planning and coordination of new MDU/HOA service rollouts
• Oversee service installations, activations, and upgrades
• Ensure adherence to company standards, safety protocols, and quality expectations
• Support troubleshooting and resolution of service issues to minimize downtime
• Conduct audits and quality checks on completed service work (internal and contractor)
• Ensure service delivery meets company standards and customer expectations
• Drive continuous improvement in service delivery processes
• Address escalated customer and property management concerns
• Maintain a professional and customer-focused approach
• Partner with customer support teams to improve satisfaction
• Operates mechanized equipment such as a bucket truckw and trencher
• Climbs poles up to 40 feet and operates in bucket trucks with 32’ plus ladders
• Manages deployment and removal of traffic control devices to ensure safety in work areas on streets or roadways
• Adheres to and operates within the weight capacity limits specified by manufacturers for equipment and machinery:
• Maintains vehicle/equipment pre-op/post-op to be prepared to perform required duties
• Maintains a clean driving record as defined by the current fleet insurance underwriter
• Spends a significant portion of the workday traveling in a vehicle visiting various locations and spending time both indoors and outdoors, including businesses and/or residents depending on the nature of the job
• May be required to work overtime, after hours, on weekends, for emergencies, or be on-call as needed to ensure work is completed
• Adheres to safety protocols and guidelines outlined in the Race employee handbook and job description to promote a safe work environment
• Additional duties as required.

Benefits

• 100% Company-Paid Medical and Dental Benefits
• Free Fiber Internet Service
• Competitive base salary
• Comprehensive Benefits Package: 100% company-paid medical and dental insurance (starting the 1st of the month following your start date), PTO (vacation, sick), 11 paid holidays, paid birthdays, 401k matching (4%)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 101-250 employees