Service Delivery Manager – Telecommunications

About This Role

This role is a customer-centric leadership position responsible for overseeing the end-to-end delivery of Meriplex’s telecommunications services, ensuring clear communication, accurate timelines, and a professional customer experience throughout the service lifecycle. This manager will lead a small team of Telco Provisioners, serving as the operational owner for telecom ordering, service delivery, and performance reporting.

Responsibilities

• Serve as a customer-facing point of accountability for telecom service delivery
• Proactively communicate install timelines, status updates, delays, and next steps to Project Managers and customers
• Lead and manage a small team of Telco Provisioners responsible for ordering, modifying, and disconnecting telecom services
• Own the end-to-end telecom service delivery lifecycle from order acceptance through activation and handoff to Operations
• Own tracking and execution of all telecom orders, installs, upgrades, and disconnects across carriers and services
• Serve as the primary operational owner for Meriplex’s Telecom Expense Management (TEM) platform(s)
• Partner with Procurement to ensure adequate availability of telecom-related equipment
• Develop and maintain reporting on telecom service delivery performance and provide insights to leadership
• Act as a primary point of contact with telecom carriers and vendors throughout the service delivery process
• Train, mentor, and develop Telco Provisioners to ensure consistent execution and professional growth

Requirements

• 10+ years of experience in telecommunications service delivery, provisioning, or operations
• Prior experience in a customer-facing service delivery or operations leadership role
• Strong understanding of telecom services including DIA, MPLS, Broadband, Voice, and SD-WAN underlay circuits
• Experience working with Telecom Expense Management (TEM) platforms and telecom billing processes
• Strong communication skills with the ability to engage customers and internal stakeholders
• Highly organized with strong attention to detail and follow-through
• Ability to manage multiple priorities in a fast-paced environment

Qualifications

• 10+ years of experience in telecommunications service delivery, provisioning, or operations

Nice to Have

• Experience in a managed services or MSP environment
• Familiarity with telecom carrier contracts, install SLAs, and disconnect processes
• Experience supporting multi-site enterprise customers
• Experience building operational dashboards and service delivery metrics
• Prior experience managing or mentoring provisioning teams

Skills

* Required skills