Connectivity Specialist, Service Delivery

Accountabilities

• • Own the end-to-end delivery lifecycle for telecommunications and connectivity services, from order acceptance through installation, turn-up, testing, and customer acceptance.
  • Coordinate delivery of Dedicated Internet Access (DIA), Ethernet Private Line (EPL/EVPL), internet services, NIDs, public cloud direct-connects, wireless LTE, dark fiber, and data center cross-connects.
  • Manage multiple concurrent deployments, including single-site installations and complex multi-site rollouts, while maintaining milestones, dependencies, and delivery timelines.
  • Serve as the primary customer contact during implementation, providing proactive updates, setting expectations, and maintaining clear communication throughout delivery.
  • Coordinate internal teams including network deployment engineers, project managers, carrier management, and data center operations, as well as external carriers, vendors, remote-hands teams, and field technicians.
  • Schedule and oversee on-site activities, including technician dispatches, equipment installations, circuit turn-ups, testing, cross-connect verification, customer access, and meet-me-room work.
  • Provide carriers and field technicians with accurate site information, scope, technical requirements, and installation instructions to support efficient execution.
  • Track carrier milestones such as site surveys, local-loop provisioning, cross-connects, circuit testing, and service activation, escalating risks or delays as needed.
  • Manage MACD requests covering moves, adds, changes, and disconnects for existing connectivity services.
  • Act as a customer advocate by triaging repair, billing, and service-related questions and routing issues to the appropriate internal teams.
  • Maintain accurate and auditable records of circuit details, milestones, notes, documentation, and delivery activities across internal systems.
  • Identify dependencies, delivery risks, and potential delays early and drive resolution through collaboration with carriers, vendors, customers, and internal stakeholders.
  • Apply delivery standards and sound judgment when addressing carrier-specific, site-specific, or installation-related challenges.
  • Support continuous improvement initiatives by identifying process gaps, inefficiencies, and opportunities to improve time-to-install and customer outcomes.
  • Complete the administrative, documentation, reporting, compliance, and billing-readiness activities required for successful service delivery.

  Requirements

  • Bachelor’s degree preferred, with 4+ years of equivalent hands-on telecommunications or connectivity service delivery experience considered.
  • At least 2 years of experience coordinating service delivery, including field technicians, carrier resources, vendors, or cross-functional teams.
  • Strong knowledge of telecommunications and circuit delivery, including DIA, EPL/EVPL, internet and last-mile access, NIDs, dark fiber, public cloud direct-connects, wireless LTE, and data center cross-connects.
  • Familiarity with networking equipment such as routers, switches, NIDs, and SD-WAN appliances.
  • Experience managing on-site installations, technician dispatches, carrier activities, and deployments across multiple vendors or locations.
  • Understanding of delivery SLAs, standard installation intervals, service activation timelines, and the ability to identify risks before they affect commitments.
  • Strong customer-facing communication skills, with the ability to explain technical or carrier processes clearly to different audiences.
  • Highly organized and detail-oriented, with the ability to manage several concurrent deployments and competing deadlines.
  • Strong proficiency with Microsoft products, including Microsoft Office and Outlook.
  • ServiceNow experience is a plus, particularly for order tracking, workflow management, and delivery-to-support handoffs.
  • Preferred experience with SharePoint, IRA, remote-hands coordination, field technician dispatch, ISP/OSP construction, carrier last-mile ordering and provisioning, and AWS or other public/private cloud platforms.
  • Self-motivated and comfortable working independently while collaborating effectively across distributed teams.
  • Able to operate effectively in a high-volume, time-sensitive environment, including occasional work outside standard business hours when required.
  • Positive, accountable, customer-focused approach with strong problem-solving skills and an interest in continued professional development.
  • Must be legally authorized to work in the United States without visa sponsorship.

  Benefits

  • Fully remote: Full-time remote position based in the United States.
  • Broad technical exposure: Opportunity to work across telecommunications, networking, cloud connectivity, data centers, carriers, and field operations.
  • Cross-functional collaboration: Work with network engineering, project management, carrier management, data center operations, customers, and external service providers.
  • Professional growth: Exposure to complex connectivity deployments and opportunities to develop service delivery, technical coordination, and customer management expertise.
  • Technology environment: Hands-on involvement with connectivity technologies including DIA, Ethernet services, dark fiber, LTE, cloud direct-connects, NIDs, and data center cross-connects.
  • Flexible working environment: Remote work structure with autonomy and collaboration across distributed teams.
  • Accessibility: Reasonable accommodations are available for qualified individuals with disabilities.