Service Delivery Manager

Vision Net, Inc.; Great Falls (MT); On-site; USD 95,000 - 130,000; Full time

Benefits offered by this job

Health insurance

Retirement benefits

Paid time off

Professional growth opportunities

Job summary

Vision Net, Inc. seeks a Service Delivery Manager to lead customer service implementations from order handoff through activation and transition to the NOC.

This role coordinates internal teams, vendors, and customers to ensure services are delivered on schedule, within budget, and in line with contractual obligations. You will own the end-to-end delivery lifecycle, develop implementation schedules, action logs, and risk registers, and manage escalations.

Qualifications

• Bachelor’s degree or equivalent in Telecom, Eng, IT or related field.
• 5–7+ years in telecom, wholesale carrier, or enterprise MSP, incl. 3+ years managing complex solutions.
• CCNP/CCIE, JNCIP/JNCIE, PMP, ITIL or MEF certifications preferred.

Responsibilities

• Serve as the primary contact for assigned service implementations and provide status updates.
• Own end-to-end service delivery lifecycle from SO execution to handoff to NOC.
• Develop schedules, milestones, logs, risk registers and escalation plans.
• Coordinate internal resources and third‑party vendors to ensure timely delivery.
• Lead issue resolution, manage escalations, and communicate progress to customers and leadership.
• Coordinate ORT, ensure documentation and MTO activities with the NOC.
• Support continuous improvement of delivery procedures and reporting.

Skills

Telecommunications

Project management

Cross-functional coordination

Customer focus

Vendor management

Education

Bachelor's degree (Telecom/Engineering/IT)

Job description

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.

Equivalent combinations of education, training, and experience will be considered.

Working Conditions

• This position is primarily office-based, with occasional travel to customer, vendor, or company sites.

Reasonable accommodation for individuals with disabilities will be made.

Benefits

• Competitive Compensation and Benefits: Comprehensive health insurance, retirement benefits, and paid time off.
• Professional Growth: Development opportunities to support continued career growth.

Additional Information

This job description is not intended to be all-inclusive. Employees may perform other related duties as assigned. Vision Net reserves the right to revise job duties and responsibilities, and this description does not constitute a written or implied contract of employment.