Service Delivery Manager

About the role

The Service Delivery Manager at BeyondReach is responsible for leading the teams responsible for project implementation, service provisioning, client onboarding, and service delivery operations. This role ensures projects are delivered on time, within scope, and to the highest quality standards while driving operational excellence.

Responsibilities

• Manage and lead Service Delivery/Implementation teams.
• Establish operational processes, documentation, and standards for service support and implementation.
• Cook up and manage project-level budgets for service delivery, ensuring effective cost management, vendor alignment, and project profitability.
• Provide proactive updates to internal leadership on project progress, timelines, projected revenue, and potential risks to ensure accurate forecasting and visibility into expected completion dates.
• Own and manage the Site Tracker, ensuring project data is accurate, milestones are up to date, and work progresses efficiently by proactively identifying and resolving bottlenecks.
• Oversee the end-to-end implementation of telecom services.
• Maintain service implementation timelines and ensure quality delivery standards are met.
• Coordinate closely with sales, account management, and customers during onboarding and deployment.
• Lead, coach, and develop all team members to ensure continued growth and development.
• Develop and improve operational workflows, automation, and service delivery processes.
• Identify opportunities to increase efficiency and improve service deployment speed.
• Support operational reporting and service review meetings with leadership.
• Serve as an escalation point for complex customer issues and service delivery challenges.
• Manage relationships with telecom carriers, vendors, and infrastructure partners as needed.

Requirements

Preferred education: Bachelors Degree.

Experience: 5-7 years’ experience preferred.

Qualifications

Understanding of telecom service provisioning workflows, from sales handoff through circuit activation.

Experience interpreting technical order forms (TOFs), LOAs, demarcation standards, and carrier documentation.

Familiarity with carrier Ethernet, fixed wireless, microwave backhaul, and fiber-based services.

Experience managing circuit turn-ups, customer onboarding, and coordinated vendor installations.

Experience coordinating with upstream carriers, last-mile providers, tower vendors, and field technicians.

Ability to translate technical network requirements into clear project plans and customer-facing updates.

Demonstrated success improving operational workflows, reducing install cycle times, or enhancing service delivery efficiency.

Experience leading and managing technical teams in deadline-driven, client-facing telecom environments.

Exceptional communication skills, both internal and client-facing.

Flexible team player with the ability to adapt to shifting priorities.

Strong business acumen, supported by a relevant business degree.

Commitment to continuous learning and professional development.