Director of Service Delivery - Skywire Networks : Job Details

Who We Are / Company 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. What You Will Do / Key Responsibilities: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. Team Leadership • 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. Financial Management • 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. Required Qualifications: Education/Certifications: • 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 Leadership & Soft 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