Service Delivery Supervisor

About the role

The Service Delivery Supervisor leads a high-performing team to deliver seamless, customer-focused telecom solutions. By driving continuous improvement, empowering staff through training, and ensuring consistent execution of processes, this role fosters accountability, efficiency, and exceptional customer experiences, building trust and long-term value for both our teams and customers.

Responsibilities

• Oversees all installation processes for all Northland Products and Services with advanced technical proficiency and accuracy.
• Maintains workload coverage and adjusts priorities based on customer impact and team capacity.
• Reviews ticket activity, post-cut results, and post-install trouble patterns to improve team performance and follow-through.
• Supports rush order review and approval by assessing urgency, customer impact, resource availability, and installation readiness.
• Provides hands-on leadership, feedback, coaching and clear expectations on installation practices and standards as the main technical resource for installation team.
• Creates, updates, and shares installation procedures, service level expectations, and operational documentation with technicians.
• Uses installation data, ticket activity, post-cut results, and workload trends to identify process issues affecting installation quality and customer experience.
• Partners with key leaders and key service delivery roles to resolve identified dependency, process, or alignment issues affecting installation success.

Requirements

• High school degree
• 3+ years of experience in telecom, service delivery, provisioning, or field operations
• Working knowledge of Service Delivery Process
• Demonstrated commitment to continuous improvement and learning
• Excellent written and oral communications skills
• Proven ability to lead people through a project from initiative to execution
• Prioritizes organizational efficiency and effectiveness

Qualifications

• Bachelor’s Degree
• 2+ years in a leadership or supervisory role
• 5+ Years of telecommunications experience

Skills

Ability to reach, sit, stand, walk, push, pull, lift, use fingers, grasp, feel, talk, hear, and perform repetitive motions. Ability to exert up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.

Benefits

None specified.

Pay

Not specified.

Schedule

Hybrid – Minimum 2 Days p/week in office (Syracuse or Holland Patent, NY).