Job Description

Job Description

Job Description

JOB DESCRIPTION

JOB TITLE: Service Delivery Manager

STATUS: Exempt

DEPARTMENT: Service Delivery

REPORTS TO: Director of Service Delivery

FULL/PART-TIME: Full-Time

LOCATION: Hybrid – Minimum 2 Days p/week in office (Syracuse or Holland Patent, NY)

OUR CULTURE:

At Northland, we don’t believe in ceilings. We encourage personal and professional development by maintaining a challenging and rewarding work environment. We believe you are the creator of your own destiny and that you will make the most of your career through hard work, dedication, and initiative.

THE MISSION:

The Service Delivery Manager leads a high-performing team to deliver seamless, customer-focused telecom solutions. By driving continuous improvement, empowering staff through training, and ensuring consistent execution of processes, this role fosters accountability, efficiency, and exceptional customer experiences, building trust and long-term value for both our teams and customers.

HYRBID WORK:

We operate in a hybrid work environment, with a minimum expectation of two remote workdays per week. However, team collaboration is a priority, and you may be required to report to either Syracuse or Holland Patent offices more frequently to support cross-office engagement and ensure alignment with your team’s needs.

SUMMARY ROLES/RESPONSIBILITIES:

• Leadership Expectations
  • Provides hands-on leadership and daily guidance to Provisioning Specialists and Installation Technicians, maintaining team engagement and accountability.
  • Holds ongoing conversations with managers and team members to align priorities, address challenges, and identify opportunities for process and communication improvements.
  • Shares feedback and contributes suggestions to the Director of Service Delivery to support team success and operational excellence.
• Training, Development, and Continuous Improvement
  • Identifies and delivers the tools and training necessary for team success
  • Leads team training initiatives using resources and processes supported by People & Talent
  • Maximizes technical staff’s potential by redistributing responsibilities and encouraging skill development
  • Understands and develops their own strengths and opportunities for growth associated with areas such as:
    • Staffing, Process, Training & Development
    • Team Leadership, management, engagement, and accountability
• Customer Experience
  • Seeks ways to improve internal and external customer service, with a focus on earning repeat business.
  • Ensures internal technical teams are providing the best customer service possible to manage the customer experience
• Service Delivery Execution
  • Oversees the provisioning of all Northland products and services
  • Establishes and maintains user account information for Northland employees with various telecom companies
  • Partners with cross-functional teams and management to process requests

• Ensures post installation issues are minimized

SUPERVISORY RESPONSIBILITIES:

This role oversees a team of eight (8) Provisioners and Installation Technicians.

MINIMUM JOB QUALIFICATIONS:

• High school degree
• 3+ years of experience in telecom, service delivery, provisioning, or field operations
• Working knowledge of Service Delivery Process
• Demonstrated commitment to continuous improvement and learning
• Excellent written and oral communications skills
• Ability to develop strategies to improve organizational efficiency and effectiveness

PREFERRED JOB QUALIFICATIONS:

• Bachelor’s Degree
• 2+ years in a leadership or supervisory role
• 5+ Years of telecommunications experience

SCORECARD METRICS:

• NorthX Trouble Tickets 5 days after install <3%. (Weekly)
• 30 Day Post Cut Success After Installation >94% (Monthly)

LICENSES/CERTIFICATIONS:

A valid driver's license or ability to access transportation to attend work group and organization meetings is necessary.

PHYSICAL ACTIVITIES AND REQUIREMENTS:

The employee is subject to the following inside and outside environmental conditions: adverse driving conditions, confined spaces, heights, and noise.

EQUIPMENT AND MACHINES USED:

Ability to use voicemail, telephone, calculator, computer, printer.

ENVIRONMENTAL CONDITIONS:

The employee is subject to inside and outside environmental conditions, extreme cold, extreme heat, adverse driving conditions, confined spaces, heights, noise, vibration, hazards, atmospheric conditions, and oils.

EMPLOYER'S DISCLAIMER:

• All offers of employment are contingent on successful results from a background check.  If results are not acceptable to the company, the company reserves the right to rescind its conditional offer of employment.  
• All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.
• This job description in no way states or implies that these are the only duties to be performed by the employee holding this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties required by their office.
• This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.
• We are an equal opportunity employer. We consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, or any other legally protected status.

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