Service Delivery Manager
About The Position
BeyondReach provides connectivity solutions and infrastructure to any location, no matter how remote or complex, specializing in the hard-to-reach locations. Our ideal candidate thrives in an innovative and agile environment, is a go-getter who works collaboratively and partners across matrixed teams to plan, implement and support our technology by developing strong relationships. This role will maintain project plans within BeyondReach and work with internal teams to develop technical and non-technical standards to ensure all projects flow smoothly from implementation to completion. The Service Delivery Manager leads the teams responsible for project implementation, service provisioning, client onboarding, and service delivery operations. This role ensures projects are delivered on time, within scope, and to the highest quality standards while driving operational excellence, maintaining service level commitments, and partnering cross-functionally with sales, engineering, product, and customer success teams to deliver an exceptional client experience from project kickoff through successful service activation.
Requirements
- Bachelors Degree Preferred
- 5-7 years’ experience preferred
- Understanding of telecom service provisioning workflows, from sales handoff through circuit activation.
- Experience interpreting technical order forms (TOFs), LOAs, demarcation standards, and carrier documentation.
- Familiarity with carrier Ethernet, fixed wireless, microwave backhaul, and fiber-based services.
- Experience managing circuit turn-ups, customer onboarding, and coordinated vendor installations.
- Working knowledge of SLA management, service activation timelines, and project milestone tracking.
- Experience coordinating with upstream carriers, last-mile providers, tower vendors, and field technicians.
- Ability to translate technical network requirements into clear project plans and customer-facing updates.
- Demonstrated success improving operational workflows, reducing install cycle times, or enhancing service delivery efficiency.
- Experience leading and managing technical teams in deadline-driven, client-facing telecom environments.
- Proven experience in vendor-based project management within the telecom industry.
- Exceptional communication skills, both internal and client-facing.
- Flexible team player with the ability to adapt to shifting priorities.
- Strong business acumen, supported by a relevant business degree.
- Commitment to continuous learning and professional development.
Responsibilities
- Manage and lead Service Delivery/Implementation teams.
- Establish operational processes, documentation, and standards for service support and implementation.
- Coordinate with engineering and vendor partners on network maintenance and issue resolution.
- Own and manage project-level budgets for service delivery, ensuring effective cost management, vendor alignment, and project profitability.
- Provide proactive updates to internal leadership on project progress, timelines, projected revenue, and potential risks to ensure accurate forecasting and visibility into expected completion dates.
- Effectively identify when projects are stalled and proactively engage the appropriate internal departments to remove roadblocks, align resources, and keep initiatives moving toward completion.
- Own and manage the Site Tracker, ensuring project data is accurate, milestones are up to date, and work progresses efficiently by proactively identifying and resolving bottlenecks.
- Oversee the end-to-end implementation of telecom services.
- Ensure projects move efficiently from sales handoff to service activation.
- Maintain service implementation timelines and ensure quality delivery standards are met.
- Coordinate closely with sales, account management, and customers during onboarding and deployment.
- Lead, coach, and develop all team members to ensure continued growth and development.
- Establish performance expectations and provide ongoing training and professional development.
- Foster a collaborative, accountable, and customer-focused team culture.
- Manage team member schedules and workload balancing to support operational demands.
- Develop and improve operational workflows, automation, and service delivery processes.
- Identify opportunities to increase efficiency and improve service deployment speed.
- Maintain operational documentation, runbooks, and knowledge bases.
- Support operational reporting and service review meetings with leadership.
- Serve as an escalation point for complex customer issues and service delivery challenges.
- Maintain a strong working knowledge of active projects and their status to provide timely insight, address roadblocks, and coordinate internal or external support as needed.
- Work closely with customers and internal teams to ensure clear communication during incidents or service implementations.
- Manage relationships with telecom carriers, vendors, and infrastructure partners as needed.
Benefits
- free daily lunch for onsite team members in Cedar Rapids
- comprehensive health benefits
- gym membership reimbursement
- 401(k)
- paid time off
- ongoing development opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
