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.