VP of Service Delivery

• Lead the Service Delivery organization through its operational leaders, including the Director of Construction, Director of Project Delivery, and other leaders as assigned.
• Establish the vision, priorities, and operating model for the Service Delivery organization.
• Develop organizational leaders and build a culture of accountability, ownership, collaboration, and continuous improvement.
• Ensure alignment across Project Delivery, Construction, Project Coordination, Project Management, and other service delivery functions so the organization operates as one cohesive team.
• Define organizational ownership, decision-making authority, and cross-functional workflows that support efficient customer delivery.

• Own the successful delivery of customer implementations from Closed/Won through service handoff.
• Provide executive oversight of the Project Delivery and Construction organizations to ensure projects are delivered safely, on time, within scope, and in accordance with company standards.
• Ensure customer commitments, project schedules, documentation, and internal systems remain aligned throughout the delivery lifecycle.
• Remove organizational barriers that impact execution, customer commitments, or delivery timelines.
• Drive consistency across all delivery functions while ensuring customers receive a seamless implementation experience.

• Establish and maintain standardized operating procedures, project execution standards, documentation requirements, and performance expectations across the Service Delivery organization.
• Evaluate operational performance, project outcomes, and customer feedback to identify bottlenecks and improve efficiency.
• Improve cross-functional processes, eliminate operational inefficiencies, and strengthen collaboration between departments involved in customer delivery.
• Build scalable processes that support company growth, acquisitions, increasing project volume, and operational consistency.
• Partner with the Director of Project Delivery to continuously improve project management standards, project coordination processes, operational workflows, and execution consistency across the organization.

• Oversee the Service Delivery portfolio, ensuring projects and operational priorities are aligned with business objectives, customer commitments, available resources, and organizational capacity.
• Lead resource planning, capacity planning, and budget forecasting across the Service Delivery organization.
• Partner with executive leadership to prioritize strategic initiatives and ensure appropriate operational support.
• Identify organizational, staffing, or process changes necessary to support future growth and improve execution.

• Serve as the executive leader responsible for aligning Service Delivery with Sales, Engineering, Operations, Product, Customer Support, and other business functions.
• Establish clear ownership, communication, and accountability across Sales, Project Engineering, Construction, Project Delivery, Operations, Customer Support, and other departments involved in customer delivery.
• Resolve cross-functional issues affecting project execution, operational performance, or customer experience.
• Provide executive visibility into delivery performance, project status, resource constraints, organizational priorities, and operational risks.

• Establish KPIs and reporting that measure project execution, customer implementation timelines, operational efficiency, documentation quality, customer outcomes, and organizational performance.
• Establish performance expectations for organizational leaders and ensure consistent accountability throughout the Service Delivery organization.
• Use operational data and customer feedback to identify trends, address performance gaps, and drive continuous improvement.
• Hold leaders accountable for results while developing future leaders within the Service Delivery organization.
• Provide regular operational reporting and strategic recommendations to the COO and Executive Leadership Team.

Education

• Bachelor's degree in Business Administration, Engineering, Telecommunications, Construction Management, or a related field preferred.
• PMP, PgMP, Lean Six Sigma, or other relevant professional certifications are preferred but not required.

Experience

• 10+ years of progressive operational leadership experience within telecommunications, ISP, construction, infrastructure, network deployment, or a related industry.
• Significant experience leading multiple operational functions through directors, managers, and other organizational leaders.
• Demonstrated success leading multi-level operational organizations through directors, managers, and functional leaders.
• Experience overseeing complex customer implementations involving multiple internal departments and external stakeholders.
• Proven success improving operational processes, standardizing execution, and driving accountability across cross-functional teams.

Knowledge, Skills & Abilities

• Strong operational leadership with a demonstrated ability to build high-performing organizations through effective leadership, accountability, and organizational development.
• Comprehensive understanding of telecommunications infrastructure, Project Management, construction operations, customer implementation, and service delivery.
• Strong understanding of project execution, operational governance, portfolio prioritization, capacity planning, resource allocation, and performance management.
• Ability to establish scalable operating models, define organizational ownership, and improve cross-functional execution.
• Executive presence with the ability to influence, negotiate, and build alignment across technical, operational, and customer-facing organizations.
• Excellent analytical, organizational, strategic planning, and problem-solving skills.
• Ability to leverage operational metrics, reporting, and customer feedback to drive decision-making and continuous improvement.
• Experience with project portfolio management tools, operational systems, and analytics platforms (e.g., Power BI, Tableau) is preferred.

• Competitive base salary of $175,000-$190,000, commensurate with experience, plus annual bonus eligibility.
• Comprehensive benefits package, including health, dental, and retirement plans.  
• Opportunity to work with a dynamic team in a growing industry.  
• Ongoing training and professional development opportunities.