Service Delivery Manager

General Summary:

We are seeking a Service Delivery Manager with a strong background in managed services to be responsible for the continuous improvement of our delivery process in accordance with enterprise operational goals. This position reports to the Senior Director of Service Delivery and has no direct reports. The Service Delivery Manager works closely with a variety of teams including operations, customer success, finance and support to coordinate timely and accurate order delivery and ensure a superior customer experience.

Principal Duties and Responsibilities:

• Serve as primary contact for customers and internal stakeholders for activity related to service delivery
• Work with customer and engineering teams to understand client needs and requirements, and translate those into detailed project plans, dashboards, and timelines
• Represent customer needs with internal stakeholders
• Create and maintain strong working relationships with internal technical resources and team leaders
• Provide operational oversight for services delivered to customers
• Coordinate and manage customer vendor and Velocity vendor activities by site
• Ensure Velocity support and engineering teams are meeting or exceeding Service Level Agreements (SLAs)
• Manage and perform technical communications with internal and external parties
• Coordinate proper installation, configuration, and testing of delivered services
• Manage and contribute to internal documentation as needed
• Engage and manage Velocity suppliers to enhance service capabilities
• Other duties and responsibilities, as assigned
• This position may provide support off hours, as required
• This position may require travel occasionally
  
  

Knowledge, Skills and Abilities Required:

• 5+ years’ experience in a service delivery role, preferably in the telecom industry
• Self-starter with a strong sense of ownership
• History of working with and supporting network and telecom technologies and deployments
• Strong project management skills, including the ability to create and execute detailed project plans by leveraging Project Portfolio Management (PPM) tools
• Experience leading complex projects with competing deadlines in a high-pressure environment
• Track record of building strong relationships with customers and colleagues
• Ability to identify and resolve issues in a timely manner
• Experience in identifying, planning and executing continuous process improvements
• Excellent written and verbal communication skills
  
  

Qualifications, Experience and Education:

• Required — Bachelor's degree in technology or equivalent technical experience (5 years)
• Preferred —Experience with Smartsheet or other PPM tools
• Preferred — Experience in hospitality or service provider networks
• Preferred — Industry relevant certifications — e.g., Cisco CCNA, dCAA, CompTIA A+ / Network+
  
  

Why you’ll love working at Velocity

We are an energetic bunch — eager to succeed and have lots of company pride. We promote a collaborative work environment that prioritizes strengthening relationships with our customers and team members to achieve our goals.

As a growing technology solutions and services company, every team member at Velocity has the opportunity to make an impact as we challenge ourselves to provide the best technology and customer experiences in the business. We’re excited about what we do, why we do it, and who we do it for.

Diversity and Inclusion

Velocity is committed to diversity and inclusion and is dedicated to fostering a work environment where all team members are comfortable bringing their authentic selves to work and have equal opportunities to thrive. Our team members work collaboratively and draw inspiration from various perspectives and experiences that make each of us unique. This strengthens our connections with our team members, customers, and communities.

Our Values – Collaborative and Strong at the Core

• Customer-obsessed
• One team
• Do the right thing
• Let’s go!
  
  

Our Benefits

• Medical, Dental, Vision
• PTO & Paid Holidays
• Paid Parental Leave
• 401K – with Employer Match
• Company provided Life Insurance, Short/Long-Term Disability
• Supplemental Benefits Available
  
  

About Velocity MSC

Velocity started in 2005. Velocity's customer-obsessed approach, combined with its customized voice and data network solutions, and support services, enhances how multi-location enterprises communicate and do business. That’s why Velocity serves thousands of Fortune 500 companies across various industries. With over 500 employees, 13 redundant data centers, 450 carrier agreements, and 5,500 certified technicians throughout the U.S.— Velocity is an unstoppable force. To learn more, please visit https://velocitymsc.com/careers/ .

Velocity is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Velocity is an active participant with E-Verify.