Service Delivery Manager

Description

Who We Are

Behind every one of our solutions is our greatest asset, our people. At Powernet, we’re driven by our shared goals, innovative spirit, and dedication to excellence. Our collaborative culture empowers each team member to make an impact, both in their work and in the community. We offer a welcoming, growth-oriented environment where personal and professional success align to deliver real business results.

Who You Are

You are a highly organized, results-driven professional who thrives on managing the complete customer lifecycle. As a critical liaison between clients, carriers, and internal teams, you take full ownership of the service delivery process—from the initial order and technical provisioning to billing validation and long-term support. You are a detail-oriented project coordinator who ensures every implementation is seamless, accurate, and aligned with company standards. Beyond managing day-to-day delivery, you are a proactive problem-solver and mentor who enjoys auditing accounts for revenue protection and contributing to process improvements that elevate the entire team. Ultimately, you are a reliable partner dedicated to driving customer retention and operational excellence.

Key Responsibilities

Full-Cycle Service Delivery & Project Management

• Own the customer journey from order submission to final billing, ensuring seamless implementation of SMB and Enterprise service deployments.
• Coordinate provisioning activities across carriers, vendors, and internal engineering teams to meet project milestones and delivery timelines.
• Facilitate service turn-ups and confirm readiness to ensure a "right the first time" customer experience.

Relationship Management & Account Support

• Serve as the primary operational contact for customers and agents, building trust that drives retention and long-term growth.
• Deliver ongoing support for service changes, upgrades, and renewals, acting as a bridge between the client and Powernet’s technical teams.
• Conduct Quarterly Service Reviews (QSRs) to provide clients with performance insights and optimization recommendations.

Revenue Assurance & Billing Integrity

• Perform service audits and validate billing accuracy post-activation to ensure margin protection and contract compliance.
• Resolve complex billing inquiries and disputes, utilizing data analysis to ensure transparency and efficiency.

Operational Excellence & Growth

• Identify opportunities for service expansion and account upgrades through proactive account reviews.
• Support process improvement initiatives and assist in training team members on internal tools and workflows.
• Maintain accurate documentation within PSA and CRM systems to ensure data integrity across the organization.

Requirements

What You Bring

• Experience: 3 years in telecommunications, managed services, or technical account management, with a proven track record in service delivery and provisioning workflows.
• Industry Knowledge: A solid understanding of IT services, Unified Communications (UCaaS), and carrier service delivery environments.
• Technical Aptitude: Familiarity with PSA, CRM, and order management platforms (experience with ConnectWise or Halo is a plus!).
• Communication & Coordination: Exceptional ability to manage multiple complex projects simultaneously while communicating effectively with vendors, customers, and internal leadership.
• Problem-Solving Mindset: You are a self-starter who can work independently to resolve roadblocks and ensure project milestones are met.
• Flexibility: A willingness to occasionally support service turn-ups or project activities outside of standard business hours when the mission requires it.

Salary : $55,000 - $65,000