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
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