General Summary:
Velocity is seeking to hire a Director of Service Delivery. The Director of Service Delivery will be responsible for the day-to-day delivery of Velocity services, providing guidance and continuous improvements through the delivery process, in accordance with enterprise operational goals.
This position reports to the Chief Information Officer and has a team of direct reports.
This role works closely with executives, managers and employees across a wide array of internal organizations including operations, carrier sourcing, carrier accounts, customer success, field operations, engineering, provisioning and finance. In addition, this role develops and maintains delivery processes, supporting workflows, governing systems, tools, and associated reporting.
A strong background in managed services, operations, leadership, project management and reporting are required. Experience in reporting and organizational transformation work is a plus. Excellent verbal and written communication skills are a must.
Principal Duties and Responsibilities:
- Primary core services supported: Data Circuits, SIP/VOIP, POTS IN A BOX®
- Responsible for day-to-day management of Service Delivery team and workload
- Maintain standard operational delivery processes and serve as champion and facilitator for process changes and improvements
- Drive continuous improvements of process, execution accuracy and timelines
- Direct the creation of operational systems and tools to support the delivery of service orders
- Oversee maturation and maintenance of the order management system
- Develop operational pipeline strategy for incoming service orders
- Advance the strategy and oversee the practice of managing delivery capacity and resource planning, helping forecast and allocate operational resources
- Direct the evolution and ongoing maintenance of service delivery reporting for executive, management and customer stakeholders
- Maintain operational delivery process flow documentation including Process Maps, RACI charts, and timelines
- Mature operational business rules for each service, along with associated documentation and systematic workflows
- Maintain order management system documentation including business logic mapping, data mapping and reporting structure
- Responsible for achievement of internal and external service delivery SLA/OLAs
- Establish and maintain strong working relationships with internal teams and team leaders
- Perform technical communications with internal and external parties
- Responsible for the maintenance and upkeep of internal and external documentation related to order delivery
- Other duties and responsibilities, as assigned
- This position may provide support off hours, as required
- This position may require travel occasionally
Knowledge, Skills and Abilities Required:
- Deep understanding of telecom, technology and the execution of product installations
- Highly skilled communicator with experience presenting to executives and leadership
- History of delivering on company-wide initiatives across varied levels and teams
- Skilled at agile prioritization and alignment with dynamic enterprise goals
- Excellent written and verbal communication skills
- Comfortable delivering against competing deadlines in a fast-paced environment
- Detail-oriented with an emphasis on accuracy
- Self-starter with a strong sense of ownership
- History of working with and supporting network and telecom technologies and deployments
- Track record of building strong relationships with customers and colleagues
- Ability to identify and resolve issues in a timely manner
- Ability to work under pressure while managing multiple tasks and organizing work efficiently
- Experience in identifying, planning and executing continuous process improvements
Qualifications, Experience and Education:
- Bachelor’s degree in Telecommunications, Business Administration, or a related field, or equivalent experience
- 5+ years of experience in service delivery or technical project management, with at least 3 years in a leadership role
- Experience developing and managing teams with focus on setting expectations for productivity, quality, and goal achievement
- Strong ability to develop and present concepts and business cases via PowerPoint
- Excellent oral and written communication skills
- Advanced understanding of Smartsheet, Microsoft Project, and other project planning/management and scheduling tools, as well as Microsoft Office suite including Teams, Excel, Visio, PowerPoint, and Word
Why you’ll love working at Velocity
We are an energetic bunch — eager to succeed and have lots of company pride. We promote a collaborative work environment that prioritizes strengthening relationships with our customers and team members to achieve our goals.
As a growing technology solutions and services company, every team member at Velocity has the opportunity to make an impact as we challenge ourselves to provide the best technology and customer experiences in the business. We’re excited about what we do, why we do it, and who we do it for.
Diversity and Inclusion
Velocity is committed to diversity and inclusion and is dedicated to fostering a work environment where all team members are comfortable bringing their authentic selves to work and have equal opportunities to thrive. Our team members work collaboratively and draw inspiration from various perspectives and experiences that make each of us unique. This strengthens our connections with our team members, customers, and communities.
Our Values – Collaborative and Strong at the Core
- Customer-obsessed
- One team
- Do the right thing
- Let’s go!
Our Benefits
- Medical, Dental, Vision
- PTO & Paid Holidays
- Paid Parental Leave
- 401K – with Employer Match
- Company provided Life Insurance, Short/Long-Term Disability
- Supplemental Benefits Available
About Velocity MSC
Velocity started in 2005. Velocity's customer-obsessed approach, combined with its customized voice and data network solutions, and support services, enhances how multi-location enterprises communicate and do business. That’s why Velocity serves thousands of Fortune 500 companies across various industries. With over 500 employees, 13 redundant data centers, 450 carrier agreements, and 5,500 certified technicians throughout the U.S.— Velocity is an unstoppable force. To learn more, please visit https://velocitymsc.com/careers/ .
Velocity is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Velocity is an active participant with E-Verify.
