Service Delivery Manager-SMB

• Oversees the execution of standardized B2B service deliveries to ensure consistent and high-quality outcomes for small and medium business customers
• Manages multiple concurrent service delivery engagements by maintaining strict adherence to established delivery models and timelines
• Identifies and resolves delivery flow issues proactively to safeguard throughput and enhance customer satisfaction
• Coordinates closely with internal teams and stakeholders to drive accountability and resolve blockers efficiently
• Communicates clearly and manages seamless transitions between delivery phases to directly enhance the customer experience
• Monitors and reports on service delivery performance metrics to ensure operational excellence and continuous improvement

• Bachelor's Degree Business Administration, Information Technology, or Related Field (Required)
• Master's/Advanced Degree Business Administration, Project Management, or Related Field (Preferred)
• 4-7 years Managing service delivery for B2B customers, including overseeing multiple concurrent engagements and ensuring adherence to delivery models and timelines (Required)
• 2-4 years Coordinating with cross-functional internal teams and stakeholders to resolve delivery issues and drive accountability (Required)
• 2-4 years Implementing process improvements and proactively identifying and resolving service delivery flow issues to enhance customer satisfaction (Required)
• Communication Ability to clearly convey information, manage customer expectations, and facilitate seamless transitions between teams to enhance customer experience. (Required)
• Project Management Skill in managing multiple concurrent service delivery engagements, ensuring adherence to standardized processes and timelines. (Required)
• Problem Solving Proficiency in proactively identifying, analyzing, and resolving delivery flow issues to safeguard throughput and customer satisfaction. (Required)
• Cross Functional Relationships Ability to coordinate and collaborate effectively with internal teams and stakeholders to drive accountability and resolve blockers. (Required)
• Customer Service Demonstrated commitment to delivering high-quality service outcomes and enhancing customer satisfaction for SMB clients. (Required)
• Attention To Detail Ability to maintain strict adherence to established delivery models and ensure accuracy in execution. (Required)
• Organization Skill in managing multiple engagements simultaneously and prioritizing tasks to meet deadlines. (Required)
• Telecommunications Knowledge of wireless technologies and telecommunications industry standards relevant to B2B service delivery. (Required)
• Change Management Ability to facilitate and manage transitions and changes in service delivery processes to maintain operational excellence. (Required)
• At least 18 years of age
• Legally authorized to work in the United States

Master's/Advanced Degree Business Administration, Project Management, or Related Field

• medical, dental and vision insurance
• flexible spending account
• 401(k)
• employee stock grants
• employee stock purchase plan
• paid time off
• up to 12 paid holidays
• paid parental and family leave
• family building benefits
• back-up care
• enhanced family support
• childcare subsidy
• tuition assistance
• college coaching
• short- and long-term disability
• voluntary AD&D coverage
• voluntary accident coverage
• voluntary life insurance
• voluntary disability insurance
• voluntary long-term care insurance
• mobile service & home internet discounts
• pet insurance
• access to commuter and transit programs