Telecom Provisioning & Service Delivery Manager

Scale Computing INC•Austin, TX

3d•Hybrid

About The Position

Scale Computing is a global leader in edge computing, hyperconverged infrastructure, and managed networking solutions. We deliver innovative, secure, and scalable technology that powers critical operations worldwide. The Telecom Provisioning & Service Delivery Manager is an organized, technical leader responsible for the end-to-end lifecycle of Scale Computing’s connectivity solutions. This role leads a specialized team and provides hands-on support for the provisioning, installation, and lifecycle management of terrestrial broadband (Fiber, Coax, DSL) and cellular (4G/5G) services. The Manager ensures that telecom deployments are on time, on budget, and meet Scale Computing’s rigorous performance standards by collaborating with Sales, Engineering, and third-party ISP vendors. This role requires someone who can quickly absorb existing provisioning and invoicing workflows, stabilize operations during transition, and help prepare the team for system modernization initiatives in the coming year. This is a hybrid position that requires on-site presence multiple days per week at our Austin, Tallahassee, or Indianapolis office location.

Requirements

Experience supporting telecom provisioning, service delivery, or connectivity deployments, including coordination with external carriers or service providers.
Working knowledge of terrestrial broadband (Fiber, Coax, Cable, DSL/LEC) and cellular (LTE/5G) provisioning workflows and processes.
Demonstrated experience owning end-to-end operational workflows, including provisioning, invoicing alignment, and lifecycle management.
Experience stabilizing and documenting processes during team transitions or organizational change.
Proven ability to identify inefficiencies and implement scalable solutions.
Strong proficiency in Microsoft Excel (pivot tables, lookups, data reconciliation, reporting dashboards).
Experience managing provisioning trackers, billing audits, and KPI reporting using structured data sets.
Familiarity with CRM or workflow systems (AirTable, Tableau, and/or Salesforce experience strongly preferred), including preparing processes for system migration or automation.
Ability to create structured timelines, SOP documentation, and transition plans.
Proven ability to manage ISP/carrier relationships, negotiate installation timelines, and pursue service credits when applicable.
Strong understanding of telecom billing validation, SKU alignment, and revenue-impacting discrepancies.
Strong written and verbal communication skills, with the ability to translate complex telecom jargon into executive-ready updates.
Bachelor’s degree in a related field or equivalent military/professional experience.
1-2 years of experience in a lead or supervisory role.

Responsibilities

Oversee the daily workflow of the Telecom team, ensuring circuit pre-qualifications, ordering, and installations move through the pipeline with high velocity.
Act as the primary point of escalation for ISP and Cellular carrier partners to resolve provisioning delays or site-specific construction issues.
Manage the "Move, Add, Change, Disconnect" (MACD) process, including circuit renewals and the management of static IP assignments.
Lead recurring syncs with Sales and Accounting to ensure billing accuracy (SKU alignment) and provide transparent deployment timelines to Customer Success.
Manage a growing team by balancing workloads, providing technical mentorship, and fostering a culture of Ownership and Vigilance.
Generate weekly KPIs for the senior leadership