Job DescriptionThe Manager, Service Delivery - Business Group leads the end-to-end delivery of telecommunications services for Business Group customers, with responsibility for order management, design, provisioning, activation, turn-up, and quality assurance. This role leads technical and cross-functional teams to deliver an exceptional customer experience, drive operational performance, support revenue growth and retention, and enable the successful implementation of new technologies and service solutions.
Key Responsibilities- Lead the end-to-end implementation, provisioning, activation, turn-up, and quality assurance of telecommunications services for Business Group customers.
- Lead, develop, and motivate managers and individual contributors across multiple technical and operational disciplines, fostering a culture of employee engagement, accountability, empowerment, innovation, and continuous improvement.
- Establish and maintain service delivery standards, operational policies, procedures, and technical criteria that support customer requirements, network specifications, and evolving next-generation solutions.
- Develop, monitor, and continuously improve service delivery and customer experience KPIs, using performance data and service statistics to identify trends, opportunities, and areas for improvement.
- Serve as a leadership escalation point for complex customer service delivery issues, including error resolution, technical design consultation, customer education, and service delivery escalations.
- Build strong cross-functional partnerships with Sales, Product, IT, Network Operations, and other teams to ensure a connected end-to-end customer journey and successful business outcomes.
- Partner with IT, Product, and Network Operations to evaluate, implement, and operationalize new and improved technologies, solutions, and technical standards.
- Lead the development and implementation of service delivery processes that support both traditional telecommunications products and evolving network and technology solutions.
- Participate in strategic and operational discussions with business leadership, translating business priorities into execution plans and taking ownership of service delivery outcomes.
- Lead teams through organizational, technological, and operational change while promoting continuous learning, proactive problem-solving, and resilient change behaviors.
- Provide leadership and guidance through complex networking, troubleshooting, customer, and operational scenarios involving multiple stakeholders and competing priorities.
- Maintain accurate records and documentation related to customer interactions, service delivery activities, operational performance, and key decisions.
- Strengthen customer engagement and service delivery expectations to support customer satisfaction, retention, and revenue growth.
- Develop and sustain strong relationships with customers, business partners, and internal stakeholders based on an understanding of their needs, priorities, and desired outcomes.
- May perform other duties as assigned.
The above statements are intended to describe the general nature and level of work being performed and are not intended to be an exhaustive list of all responsibilities, duties, and skills required.
QualificationsWHAT IT TAKES TO CATCH OUR EYE: - Bachelor's degree or equivalent relevant experience.
- Minimum of 10 years of experience in the telecommunications industry, including experience leading teams across technical and/or multifunctional disciplines.
- Demonstrated experience in telecommunications service delivery, including implementation, provisioning, network design, activation, and customer-facing operations.
- Previous customer-facing leadership experience within a telecommunications environment.
- Experience leading teams and working effectively across multiple functions and levels of an organization.
Skills & Competencies- Advanced knowledge of telecommunications service delivery principles, practices, and operational processes.
- Strong knowledge of telecommunications infrastructure, data centers, network architecture, and related technical models.
- Extensive knowledge of TDM and IP-based voice and data services.
- Strong understanding of end-to-end service delivery, including order management, network design, provisioning, activation, turn-up, and quality assurance.
- Strong leadership skills with the ability to lead, motivate, develop, and mentor technical and cross-functional teams.
- Demonstrated ability to manage complex customer and operational issues, identify root causes, evaluate alternatives, and drive effective solutions.
- Strong analytical skills with the ability to establish performance metrics, evaluate operational results, and translate findings into actionable improvements.
- Executive-level presence with strong written and verbal communication skills and the ability to effectively communicate with customers, senior leaders, and other key stakeholders.
- Strong relationship-building and influencing skills, with the ability to collaborate across Sales, Product, IT, Network Operations, and other business functions.
- Demonstrated ability to lead effectively through change, ambiguity, competing priorities, and complex business scenarios.
- Strong attention to detail and commitment to accuracy and quality.
- Results-oriented mindset with demonstrated accountability for achieving individual, team, customer, and business outcomes.
BONUS POINTS FOR:- Experience leading service delivery organizations supporting Business Group customers.
- Experience implementing or operationalizing next-generation telecommunications technologies and solutions.
- Experience driving customer experience, operational transformation, and continuous improvement initiatives.
- Experience leading organizations consisting of both people leaders and individual contributors.
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Additional InformationWHY JOIN US?We aspire to contemporary ways of working.Recognized as a Top Workplace by the Charlotte Observer, Brightspeed HQ is located on the 7th floor of the new Vantage South End - East Tower in Charlotte, NC. We prioritize hiring talent in the Charlotte area, whenever possible, to make it a truly vibrant destination for our hybrid workforce. At Brightspeed, we have roles that are designated as remote, hybrid, office or field-based, depending on the position, business needs and individual circumstances. We also invest in technology that enables our entire team to stay connected. Why? Because Brightspeed recognizes the value of finding the best talent for the job, wherever they may be.
We offer competitive compensation and comprehensive benefits.Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health. Brightspeed offers a comprehensive benefit program, including competitive medical, dental, vision, and life insurance; an employee assistance program; a 401K plan with company match and a host of voluntary benefits.
Inclusion and belonging are at the center of our grounding belief in Being Real.
When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us be fierce advocates for more accessible, inclusive and high-quality internet, because we believe doing so promotes equity in the communities we serve.
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