Service Delivery Specialist II

Summary:

The Service Delivery Specialist II is responsible for coordinating and executing the end-to-end delivery of telecommunications services for business and enterprise customers. This mid-level role requires a strong understanding of provisioning processes, project coordination, and customer communication. The ideal candidate will have experience managing multiple service implementations simultaneously, ensuring that all technical, logistical, and customer-facing elements are executed on time and within scope.

Key Responsibilities:

Essential Duties and Responsibilities:

Manage the end-to-end lifecycle of service delivery orders, from order intake through successful service activation and handoff. Act as a primary liaison between internal teams (engineering, construction, network operations, field services) and external stakeholders (vendors, customers, partners). Ensure accurate and timely updates to internal systems (CRM, OSS, ticketing tools), maintaining a complete record of all activities, milestones, and communications. Order and track complex circuits through to completion, including the submission and management of Access Service Requests (ASRs) with local exchange carriers (LECs) and other third-party providers. Monitor and manage assigned projects to meet service level agreements (SLAs), customer deadlines, and internal performance metrics. Identify potential roadblocks or risks to service delivery; proactively communicate status updates, initiate escalations, and drive resolution to ensure on-time delivery. Participate in service readiness reviews, change control processes, and quality assurance initiatives. Provide mentorship or guidance to junior delivery staff as needed and support knowledge transfer across the team. Contribute to process development, documentation, and continuous improvement efforts aimed at enhancing delivery efficiency, quality, and customer satisfaction. Perform back duties as needed by Service Delivery Manager including running weekly Service Deliver Meeting and representing Service Deliver in inter-departmental events and providing escalation point for trouble calls. Other duties as assigned.

Qualifications:

Required:

3-5 years of experience in telecommunications service delivery, provisioning, or related operations role. Strong understanding of telecom technologies (fiber, Ethernet, IP/MPLS, voice, wireless). Experience coordinating with cross-functional technical and business teams. Proficiency in service management tools (e.g., ServiceNow). Strong organizational and time-management skills; ability to manage multiple projects simultaneously. Excellent verbal and written communication skills. High attention to detail and a customer-first mindset.

Preferred:

Knowledge of fiber build processes and network construction workflows. Familiarity with network diagrams, circuit design schematics, and physical path diversity concepts. Project coordination or PMP certification is a plus.