Service Delivery Leader (Carrier) at NWN – Boston, Massachusetts

Service Delivery Leader (Carrier)

US-MA-Boston

Job ID: 2025-7114
Type: Regular Full-Time
# of Openings: 1
Category: CUSTOMER SUCCESS
Remote - United States

Responsibilities

The Service Delivery Leader will provide departmental management, overseeing a team of Service Delivery Project Managers through the implementation milestones of various vendor designs. This individual will foster strong and effective interaction with vendors and NWN internal departments to meet the customer’s requirements. They will exhibit effective communication and set expectations both internally and externally.

This position requires the ability to successfully meet customer requirements while also fulfilling the company's business needs.

• Provide support to the provisioning team to accurately implement customer applications. Set goals for the team while improving the daily order process.
• Act as a mentor for the Service Delivery/Carrier Telecom Teams and resolve issues escalated from them.
• Manage the Team’s successful interface with vendors to ensure timely and accurate completion of new installations, including resolution of design issues and vendor delays.
• Develop a thorough understanding of the individual vendors’ processes and procedures and define the requirements for delivery intervals.
• Report implementation activity status to internal customers, ensuring that operational systems are updated accurately and promptly.
• Develop processes within the team and cross-functionally for prompt response and resolution of issues.
• Foster a strong working relationship with vendors and all internal departments.
• Monitor team performance. Prepare and administer annual performance reviews.
• Process all post-installation issues, i.e., customer disconnect requests and MACs
• Strong knowledge of implementing vendor USOC-based ASRs.

Qualifications

• Bachelor’s Degree preferred or a minimum of 5-7 years of experience in a similar service delivery position
• Flexible demeanor with the fortitude to manage multiple tasks in a fast-paced, dynamic environment while meeting critical deadlines
• Must possess strong communication and interpersonal skills, including the ability to interface with multiple organizations and management levels
• Demonstrate troubleshooting, problem-solving, and analytical skills when managing their workload
• Ability to work independently as well as in a team environment
• Proficient knowledge of Microsoft Office, ServiceNow, NetSuite, and/or BluLogix.

All offers of employment at NWN are contingent upon the successful completion of a comprehensive background check. This process ensures a safe and secure work environment for all employees.

NWN is an Equal Opportunity Employer: NWN provides equal employment opportunity to all employees and applicants for employment free from unlawful discrimination based on race, color, religion, gender, age, national origin, disability, veteran status, marital status, sexual orientation or any other status or condition protected by local, state or federal law.

Equal Opportunity Employer, including disability/protected veterans