Director of Service Delivery - Skywire Networks : Job Details

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Who We Are / Company Summary:

Skywire Networks/Xchange Telecom is one of the most active and fastest growing Internet and Network Service Provider in New York City with more than 2,000 lit buildings, 50 neighborhood hubs and relays, and a near-net footprint exceeding 350,000. We sell Ethernet Private Lines, Internet Services and hosted voice services to both businesses and residential clients at speeds ranging from 10mb to 10gb. Skywire Networks/Xchange Telecom addresses the problem of poor fiber density in NYC in a multitude of ways by leveraging various edge technologies including Fiber and Fixed Wireless Access.

Position Summary:

The Director of Service Delivery is responsible for the overall revenue recognition of Skywires' products and services sold across all customer segments. The director ensures timely, high-quality deployments, leads cross-functional teams, and plays a key role in scaling service operations to meet enterprise growth. This leadership position is responsible for the successful onboarding of new customers, the timely delivery of all services, and leading a cross-functional team across our engineering, field and infrastructure teams delivering a brilliant customer experience.

Service Delivery Management

• Own and manage end-to-end service delivery for Skywire Services including but not limited to Fixed Wireless, UCaas, Mobile, Internet, Security and Cloud services.
• Lead customer on-boarding and ensure successful on-time order provisioning, and activation, with minimal time-to-revenue.
• Create and manage project schedule and oversee implementation timelines (e.g. site surveys, engineering validations, equipment dispatch, and field coordination).
• Lead cross-functional coordination and risk mitigation for existing and new building sites.
• Establish and monitor key performance indicators (KPIs) and operational metrics.
• Provide Weekly Status Updates to Skywire Leadership on delivery intervals, revenue tracking as well as jeopardy management.
• Lead Cross functional teams across field operations, fulfillment and third-party contractors to realize delivery targets.

Customer Relationship Management

• Senior management sponsor for key enterprise accounts, managing escalations and ensuring delivery to contractually agreed SLAs and KPIs.
• Develop and maintain service reporting dashboards and customer scorecards.
• Act as Escalation Point for Service Delivery as needed.

Process Improvement & Strategy

• Champion continuous improvement initiatives, automation, and standardization.
• Leverage automation and analytics to reduce provisioning intervals and improve efficiency, improve SLA performance, and lower cost per activation.
• Collaborate with executive leadership to align service delivery strategy with business goals.
• Develop reporting structures and dashboards for real-time service delivery tracking.
• Lead a team of service delivery managers, order managers, and project coordinators.
• Build a performance-driven culture with a focus on operational discipline, customer focus, responsiveness, accountability, and continuous improvement.
• Lead and develop service delivery managers, field teams, and support staff.
• Support hiring, training, and mentoring of high-performing teams.

Cross-Functional Collaboration

• Contribute to customer RFPs, solution design validation, and strategic account planning.
• Partner with Sales, Network Planning, Engineering, and Field Operations to align delivery timelines and service readiness with customer requirements.
• Support pre-sales and post-sales transitions for large enterprise deployments.
• Support and manage network infrastructure improvement initiatives.
• Develop and manage service delivery budgets, headcount and resource plans, and delivery margins.
• Track delivery against contract milestones and service-level penalties.
• Participate in supplier and partner coordination for third-party loops or facilities.
• Monitor financial performance against forecasts and implement cost controls.

Qualifications

• Bachelor's degree in Telecommunication, Engineering, Business, Information Technology, or related field or comparable Military experience (master's preferred).
• 10+ years in telecom service delivery or operations, with specific expertise in fixed wireless, enterprise circuits, or hybrid access technologies, with at least 5 years in a leadership role.
• Project Management Professional (PMP) certification or equivalent preferred.
• Proven expertise and success in enterprise or wholesale telecom delivery environments.
• Experience with fiber buildouts, carrier ethernet, cloud connectivity, and fixed wireless services.
• Excellent leadership, communication, and client-facing skills.
• Deep knowledge of telecom provisioning tools, OSS/BSS systems, and service workflow management.

Required Skills

• Proven leadership experience in managing cross-functional delivery or implementation teams.
• Strong organizational, project management, and customer relationship skills.
• Excellent communication and stakeholder management skills.
• Ability to balance field realities with executive strategy and timelines.
• Experience scaling service delivery operations in a growth-stage telecom company.

Seniority level

• Seniority levelDirector

Employment type

• Employment typeFull-time

Job function

• Job functionInformation Technology
• IndustriesTelecommunications

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