Manager, Service Delivery - Business Group

The Manager, Service Delivery – Business Group leads the end-to-end delivery of telecommunications services for Business Group customers, with responsibility for order management, design, provisioning, activation, turn-up, and quality assurance. This role leads technical and cross-functional teams to deliver an exceptional customer experience, drive operational performance, support revenue growth and retention, and enable the successful implementation of new technologies and service solutions.Key ResponsibilitiesLead the end-to-end implementation, provisioning, activation, turn-up, and quality assurance of telecommunications services for Business Group customers.Lead, develop, and motivate managers and individual contributors across multiple technical and operational disciplines, fostering a culture of employee engagement, accountability, empowerment, innovation, and continuous improvement.Establish and maintain service delivery standards, operational policies, procedures, and technical criteria that support customer requirements, network specifications, and evolving next-generation solutions.Develop, monitor, and continuously improve service delivery and customer experience KPIs, using performance data and service statistics to identify trends, opportunities, and areas for improvement.Serve as a leadership escalation point for complex customer service delivery issues, including error resolution, technical design consultation, customer education, and service delivery escalations.Build strong cross-functional partnerships with Sales, Product, IT, Network Operations, and other teams to ensure a connected end-to-end customer journey and successful business outcomes.Partner with IT, Product, and Network Operations to evaluate, implement, and operationalize new and improved technologies, solutions, and technical standards.Lead the development and implementation of service delivery processes that support both traditional telecommunications products and evolving network and technology solutions.Participate in strategic and operational discussions with business leadership, translating business priorities into execution plans and taking ownership of service delivery outcomes.Lead teams through organizational, technological, and operational change while promoting continuous learning, proactive problem-solving, and resilient change behaviors.Provide leadership and guidance through complex networking, troubleshooting, customer, and operational scenarios involving multiple stakeholders and competing priorities.Maintain accurate records and documentation related to customer interactions, service delivery activities, operational performance, and key decisions.Strengthen customer engagement and service delivery expectations to support customer satisfaction, retention, and revenue growth.Develop and sustain strong relationships with customers, business partners, and internal stakeholders based on an understanding of their needs, priorities, and desired outcomes.May perform other duties as assigned.The above statements are intended to describe the general nature and level of work being performed and are not intended to be an exhaustive list of all responsibilities, duties, and skills required.