Technology Service Delivery Manager

ConSol Partners; United States; Remote; USD 110,000 - 150,000; Full time

Job summary

ConSol Partners is seeking an experienced Technology Service Delivery Manager to lead customer implementations and technical delivery in a cloud communications environment. This senior IC role combines technical project management, customer service delivery and unified communications expertise, coordinating across customers, engineering teams, vendors and internal stakeholders throughout the lifecycle.

You will not perform the technical implementation yourself but will challenge assumptions,

Qualifications

• 5+ years of experience in technical project management, service delivery or implementation within UC/UCaaS or related technology environments.
• Strong experience owning technical implementations from planning through go-live.
• Experience with Microsoft Teams/Teams Voice/Teams Phone and Avaya environments.
• Strong stakeholder-management and customer-facing communication skills.
• Ability to coordinate cross-functional teams and manage risks and dependencies.

Responsibilities

• Own customer implementations from sales handoff through planning, implementation, testing, go-live and transition to ongoing support.
• Develop and manage project plans, timelines, milestones, resources, risks and dependencies.
• Coordinate Engineering, customers, vendors, carriers and internal stakeholders throughout the project lifecycle.
• Lead customer status meetings and provide clear communication around progress, risks, decisions and next steps.
• Review Statements of Work and solution designs to ensure delivery aligns with customer requirements and what was sold.
• Identify project risks and delivery issues early and drive them through resolution.
• Manage project changes, escalations and competing priorities.
• Ensure completed implementations transition cleanly to Support and ongoing service teams.

Skills

Technical PM

PMO discipline

Unified communications

Customer-facing leadership

Vendor coordination

Tools

Microsoft Teams

Teams Voice

Avaya

SIP

Job description

Location: Remote, US — Central or Eastern time zones preferred

Employment Type: Full-Time

Travel: Occasional travel to customer sites and internal meetings

About the Role

We are seeking an experienced Technology Service Delivery Manager to lead customer implementations and technical delivery within a cloud communications environment.

This is a senior individual contributor role combining technical project management, customer service delivery and unified communications expertise. You will own projects from sales handoff through implementation, go-live and transition to ongoing support, coordinating customers, engineering teams, vendors and internal stakeholders throughout the delivery lifecycle.

The ideal candidate brings strong project management and PMO discipline along with enough technical knowledge of enterprise communications to work effectively with engineers and customers. You will not be expected to perform the technical implementation yourself, but you should understand the technology well enough to challenge assumptions, identify risks, manage dependencies and ensure solutions are delivered correctly.

Experience with Microsoft Teams/Teams Voice and Avaya environments is particularly important.

What You'll Do

Technical Project & Service Delivery

• Own customer implementations from sales handoff through planning, implementation, testing, go-live and transition to ongoing support
• Develop and manage project plans, timelines, milestones, resources, risks and dependencies
• Coordinate Engineering, customers, vendors, carriers and internal stakeholders throughout the project lifecycle
• Lead customer status meetings and provide clear communication around progress, risks, decisions and next steps
• Review Statements of Work and solution designs to ensure delivery aligns with customer requirements and what was sold
• Identify project risks and delivery issues early and drive them through resolution
• Manage project changes, escalations and competing priorities
• Ensure completed implementations transition cleanly to Support and ongoing service teams

Unified Communications & Customer Delivery

• Lead implementations involving Microsoft Teams/Teams Voice, Avaya and enterprise communications environments
• Work closely with technical teams responsible for configuration, provisioning, integrations and troubleshooting
• Understand technical concepts related to enterprise voice, including SIP, telephony, call routing, number provisioning and network connectivity
• Coordinate telecom carriers and technology vendors where required
• Support customer onboarding, implementation readiness, testing and cutover planning
• Remain engaged through post-go-live stabilization and ensure outstanding issues are resolved
• Translate technical issues and requirements clearly between customers, business stakeholders and engineering teams

Process & Operational Improvement

• Develop and improve project delivery, onboarding, escalation and handoff processes
• Maintain project documentation, implementation plans and internal knowledge resources
• Identify opportunities to improve consistency, visibility and efficiency across customer implementations
• Help establish service delivery best practices within a lean, growing team

What We're Looking For

• 5+ years of experience in technical project management, service delivery or implementation within unified communications, telecommunications, UCaaS or a related technology environment
• Strong experience owning technical implementations from planning through go-live
• Demonstrated experience managing project plans, timelines, milestones, risks, resources and cross-functional dependencies
• Experience working with Microsoft Teams/Teams Voice/Teams Phone
• Experience working with Avaya environments
• Strong working knowledge of enterprise telephony, unified communications or UCaaS technologies
• Ability to work effectively with engineers and understand technical issues without needing to be the engineer performing the configuration
• Experience coordinating technical teams, vendors and customer stakeholders
• Strong customer-facing communication and stakeholder-management skills
• Experience managing escalations and complex implementation challenges
• Ability to work independently and drive multiple projects through completion

Nice to Have

• Experience with Teams Phone, Direct Routing or Teams-based voice migrations
• Experience with Avaya migrations or modernization projects
• Knowledge of SIP, PSTN, SBCs, number porting and carrier provisioning
• PMP, PRINCE2, ITIL or similar certification
• Experience within a UCaaS provider, telecommunications company or MSP
• Experience with Microsoft 365, ServiceNow, HubSpot or similar platforms

What Success Looks Like

You will bring structure and consistency to customer implementations, establish clear project plans and delivery milestones, proactively manage risks and dependencies, and ensure strong coordination between customers, Engineering and internal teams. You'll help customers move successfully through implementation and go-live while improving the processes and documentation that support repeatable service delivery.