Service Delivery Manager

Job Title: Service Delivery Manager

Job Location: Great Falls or Billings, MT

Department: Network Operations

Reports to: Manager, Network Operations

Employment Type: Full-Time, Non-Exempt

Job Overview: Vision Net, Montana's statewide fiber optic network and premier data center provider, is seeking a Service Delivery Manager (SDM) to lead customer service implementations from Order Management handoff through activation and operational transition to the Network Operations Center (NOC). This role coordinates internal teams, vendors, and customers to ensure services are delivered on schedule, within budget, and in alignment with contractual obligations and service-level commitments.

Essential Duties and Responsibilities:

• Serve as the primary point of contact for assigned service implementations, including internal kickoff meetings, status updates, and expectation management. • Own and manage the end-to-end service delivery lifecycle, from internal Service Order (SO) execution through service acceptance and handoff to Network Operations Center. • Develop and maintain implementation schedules, milestones, action logs, risk registers, and escalation plan according to Service Delivery flow procedures and tools. • Coordinate internal resources across Engineering, Construction, Operations, and third-party vendors to drive accountability and timely delivery. • Lead issue resolution, manage escalations, and communicate service progress, risks, milestones, and schedule changes to customers and leadership. • Coordinate Operational Readiness Testing (ORT), ensure complete documentation and as-built records, and facilitate Managed Takeover (MTO) activities with the NOC. • Support continuous improvement of service delivery procedures, tools, and reporting practices. • Perform other duties as assigned.

Knowledge, Skills, and Abilities:

• Experience: 5-7+ years in telecommunications, wholesale carrier, or enterprise managed services network operations, or project management, including 3+ years managing complex telecommunications solutions. • Technical Knowledge: Working knowledge of OSP/ISP environments, service implementation workflows, customer onboarding, and cross-functional delivery coordination. • Education: Bachelor's degree in Telecommunications, Engineering, Information Technology, or equivalent experience. • Preferred Certifications: CCNP/CCIE, JNCIP/JNCIE, PMP, ITIL, or MEF. • Professional Attributes: Proactive, organized, detail-oriented, customer-focused, and able to manage multiple priorities with limited supervision. • Travel: Ability to travel as needed for site visits, customer meetings, and vendor coordination.