Connectivity Specialist, Service Delivery

Connectivity Specialist, Service Delivery

The Role:

11:11 Systems is seeking a Connectivity Service Delivery Specialist to own and drive the end-to-end delivery of telecommunications services for our customers. This role is responsible for ensuring a smooth onboarding and implementation experience for connectivity services, including Dedicated Internet Access (DIA), Ethernet Private Line (EPL), Internet services, Network Interface Devices (NIDs), Public Cloud Direct-Connects, Wireless LTE, and dark fiber. This is a full-time remote role, based in the United States, reporting to the Connectivity Manager, Service Delivery.

Responsibilities

• Coordinate and manage the delivery of telecommunications services and circuits, including Dedicated Internet Access (DIA), Ethernet Private Line (EPL), Internet services, Network Interface Devices (NIDs), Public Cloud Direct-Connects, Wireless LTE, and dark fiber to customer locations.
• Own the end-to-end circuit delivery lifecycle, from order acceptance through installation, turn-up, testing, and service acceptance.
• Manage multiple, simultaneous connectivity deployments ranging from single site installs to complex, multi-site rollouts, ensuring milestones, dependencies, and delivery timelines are met.
• Serve as the primary point of contact for customers during circuit delivery, providing proactive communication, clear expectations, and regular status updates.
• Work cross-functionally with internal teams including Network Deployment Engineers, Project Managers, Carrier Management, and Data Center Operations, as well as external partners such as last-mile carriers, dark fiber providers, Remote Hands teams, and field technicians.
• Coordinate, schedule, and oversee field technicians performing on-site work, including hardware installations, circuit turn-ups, testing, cross-connect verification, and troubleshooting.
• Provide clear scope, site details, and installation instructions to carrier and third-party field technicians to ensure work is completed accurately and efficiently.
• Coordinate and track carrier order milestones, including site surveys, local loop provisioning, cross-connects, circuit testing, and service activation.
• Schedule and coordinate on-site activities, including carrier technicians, field tech dispatch, customer access, remote hands, and data center meet-me room or cross-connect work.
• Manage and process MACD (Move, Add, Change, Disconnect) requests for existing circuits and connectivity services.
• Act as a customer advocate by triaging and routing repair, billing, and service inquiries to the appropriate internal teams.
• Maintain accurate and up-to-date records across internal systems, ensuring circuit details, milestones, notes, and documentation are complete and auditable.
• Proactively identify risks, delays, or dependencies and drive resolution through coordination with carriers, vendors, and internal stakeholders.
• Follow 11:11 Systems’ delivery standards and best practices while applying sound judgment to carrier- and site-specific challenges.
• Foster transparency and collaboration across all teams involved in delivery, including customers, carriers, vendors, and internal stakeholders.
• Contribute to the continuous improvement of delivery processes by identifying gaps, inefficiencies, and opportunities to improve time-to-install and customer outcomes.
• Handle administrative and documentation tasks required to support accurate delivery, reporting, and billing readiness.
• Work supportively with colleagues, operating in a manner that is consistent with 11:11’s Code of Business Ethics and Company Values. 
• Responsibly receive, transmit, and handle company data and information per Company data handling agreements, work procedures and policies.
• Review and follow company policies and guidelines, data privacy practices, including annual compliance training certification and policy acknowledgements. 
• Additional duties as assigned.

Qualifications

• Bachelor’s degree preferred with 4+ years of equivalent hands-on experience in telecommunications or connectivity service delivery.
• 2+ years of experience coordinating service delivery efforts, including managing or directing field technicians, carrier resources, and cross-functional teams.
• Familiarity with networking devices including: 
• Routers, switches, NIDs, and SD-WAN appliances.
• Strong working knowledge of telecommunications services and circuit delivery, including:
  • Dedicated Internet Access (DIA)
  • Ethernet services (EPL / EVPL)
  • Internet and last-mile access
  • Network Interface Devices (NIDs)
  • Dark fiber and fiber-based services
  • Public Cloud Direct-Connects 
  • Wireless LTE
  • Data center cross-connects and meet-me room processes
• Familiarity with delivery SLAs, standard installation intervals, and service activation timelines, with the ability to track progress against expectations and surface risks early.
• Experience managing on-site installations, technician dispatch, and coordination across multiple vendors and locations.
• Strong proficiency with Microsoft products, including: Microsoft and Microsoft Outlook.
• ServiceNow experience is a plus, particularly for order tracking, workflow management, and handoff between delivery and support teams
• Having experience in the following tools are also preferred: SharePoint, IRA, Remote Hands coordination, Field technician dispatch and oversight, ISP / OSP construction exposure, Carrier last-mile ordering and provisioning, AWS and/or other public or private cloud providers.
• Strong customer-facing communication skills with the ability to explain complex carrier processes clearly.
• Highly organized with excellent attention to detail and the ability to manage multiple concurrent deployments.
• Comfortable operating in a time-sensitive, high-volume delivery environment, sometimes requiring work outside of normal business hours.
• Self-motivated, accountable, and able to work independently while collaborating effectively across teams.
• Positive attitude, high energy, and a strong desire for professional growth. 
• Must be legally eligible to work in the United States without visa sponsorship.

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions.