Service Delivery and Provisioning Lead
About the role
Role Description
As the lead of Service Delivery and Network Provisioning, you will lead the team responsible for the mission-critical transition from a signed contract to a live network service. You will oversee a high-performing group of Service Delivery Program Managers (PGMs) and Network Provisioners who manage the end-to-end lifecycle of circuit implementation, cross-connect execution, and capacity activation.
In this role, you are the bridge between the Acquisition team and Network Operations. You will be responsible for the "Mean Time to Deliver," ensuring that our infrastructure partners meet their commitments and that our internal provisioning workflows are optimized for scale. You will act as a senior point of escalation for complex delivery roadblocks and work cross-functionally with Network Engineering, Supply Chain, and external Carriers to ensure a seamless "hand-off" to the live network.
In this role, you'll:
- Lead Provisioning: Manage a hybrid team of PGMs and Technical Provisioners to foster accountability and continuous process improvement.
- Manage Service Delivery: Drive end-to-end delivery of Dark Fiber, Wavelengths, and IP Transit services, ensuring all carrier milestones are met.
- Oversee Activation: Manage the physical and logical activation of services while maintaining 100% accuracy in network inventory and port management.
- Vendor Accountability: Hold carriers and vendors to contractual timelines and lead executive reviews for underperforming partners.
- Optimize Processes: Identify bottlenecks in the "Order-to-Service" pipeline, implement automation, and optimize internal tools for network asset management.
At a minimum we'd like you to have:
- Bachelor’s degree in a technical or business field, or equivalent practical experience.
- 8 years of experience in network service delivery, telecommunications operations, or technical program management.
- 3 years of experience in a formal people management or leadership role.
- Experience managing the delivery of large-scale infrastructure projects (e.g., Dark Fiber IRUs, high-capacity transport, or data center builds).
It's preferred if you have:
- D