What are the responsibilities and job description for the Director, Service Delivery position at Accelecom?
Job Description: Director, Service Delivery
Position Title: Director, Service Delivery
Location: Atlanta, GA (preferred)
Reports To: Chief Operations Officer (COO)
Employment Type: Full-Time
Accelecom is a leading provider of high-speed fiber optic network solutions, delivering reliable, high-performance connectivity to enterprise, government, and industrial customers across Georgia, Kentucky, and the broader Southeast. As we grow, the experience our customers have from the moment they sign to the moment their service goes live is a competitive differentiator — and the Service Delivery organization makes that experience happen.
The Opportunity
We’re seeking a Director, Service Delivery to lead the team that turns signed orders into activated, revenue-generating service. You’ll own the end-to-end order-to-billing lifecycle — from order acceptance through design, construction, activation, and billing start — while building a high-performing, customer-obsessed delivery organization. It’s a senior, cross-functional role with direct influence on customer satisfaction, time-to-revenue, and operational excellence.
What You’ll Do
• Lead and develop the Service Delivery organization, setting strategy, standards, and performance targets.
• Oversee the end-to-end delivery pipeline: order acceptance, service activation, QA/QC, and billing start.
• Own provisioning of all customer and network orders, including moves, adds, changes, and disconnects (MACD).
• Drive critical-date management and clear, proactive customer status reporting throughout each order.
• Administer new-service capital (capex) projects and manage monthly install budget projections.
• Partner across Network Engineering & Planning, OSP Construction, the NOC, and Sales to deliver on time and on budget.
• Ensure clean closeout and accurate records across the systems of record (3GIS, Site Tracker) and timely billing start.
How Success is Measured
You’ll be measured on the metrics that matter most to delivery: installed revenue (MRR MAR), on-time delivery against Firm Order Commitments (FOC), on-net / off-net / build-required delivery intervals.
What You Bring
• Proven leadership experience in telecom or fiber service delivery, provisioning, or network operations.
• Strong command of the order-to-activation lifecycle, including MACD and off-net (Type 2) circuit delivery.
• Experience managing capital projects and install budgets, with solid financial and forecasting acumen.
• A track record of building and developing high-performing operational teams.
• Excellent cross-functional collaboration, communication, and customer-facing skills.
• A bachelor’s degree in a relevant field is desired; equivalent experience will be considered.
• Lead a mission-critical function with direct, visible impact on customers and revenue.
• Shape and scale delivery operations for a fast-growing regional fiber network.
• Flexible, hybrid-friendly work based at our Sandy Springs headquarters.
• Competitive compensation and a comprehensive benefits package.
How to Apply
Ready to lead how Accelecom delivers for its customers? Visit the Accelecom careers page to apply, or contact our Human Resources team for current openings and details. Accelecom is an Equal Opportunity Employer.