Director of Connectivity – Service Delivery

Job Description:

• Lead, develop, and manage the Connectivity Service Delivery team responsible for order intake, provisioning, turn-up, and operational readiness across the 11:11 connectivity services portfolio.
• Own the end-to-end service delivery lifecycle for 11:11 Provided (Offnet or Blended) Internet (DIA, Broadband, Wireless 3G/4G/5G/LTE), Point-to-Point, Ethernet Private-Line, Ethernet LAN Services, Dark Fiber, Wavelength, 11:11 Provided Cross-Connects, and Customer Owned Circuit Support — taking each order from acceptance through provisioning to operational readiness and go-live.
• Design, document, and continuously improve scalable service delivery workflows, milestones, handoffs, and quality controls that support business growth without sacrificing delivery quality.
• Own the accuracy and completeness of circuit inventory and delivery records, including circuit IDs, demarcation details, LOA/CFA documentation, NID assignments, and as-built documentation, ensuring clean handoff of records to operations, billing, and support teams at go-live.
• Coordinate and lead turn-up calls with customers, carriers, and vendors to deploy, test, and activate services.
• Coordinate with other 11:11 Systems Service Delivery and Product teams when connectivity services are a component of a larger product solution, aligning circuit delivery timelines, dependencies, and milestones with the broader project plan to ensure connectivity is deployed in step with overall project deliverables.
• Plan and facilitate hands-on dispatches (internal and third-party field resources) to aid in deployment, turn-up, and troubleshooting of services at customer and carrier locations.
• Oversee the staging, configuration, shipping, and deployment of Network Interface Devices (NIDs), including Juniper, RAD, and Ciena platforms, in support of service delivery and turn-up activities.
• Serve as the senior escalation point for delayed, stalled, or at-risk orders; drive carrier and vendor escalations to resolution and communicate status to customers and internal stakeholders.
• Manage offnet and blended carrier/vendor relationships, including delivery intervals, performance, jeopardy management, and dispute resolution.
• Partner cross-functionally with Sales, Sales Engineering, Order Management, Network Engineering, and the Network Operations Center to ensure clean handoffs into and out of service delivery, including operational readiness criteria and documentation for go-live.
• Establish and report on service delivery KPIs and SLAs, including order aging, delivery intervals, on-time delivery, backlog, and first-time-right turn-up rates.
• Provide technical guidance to the team on the design, implementation, and troubleshooting of telecom transport services, including T1/T3, OCx, Fiber, Ethernet Layer 2 services (Ethernet Private Line and ELAN/VPLS), and Wireless (3G/4G/5G/LTE) facilities.
• Develop staffing plans, capacity models, and training programs to scale the team with order volume and portfolio growth.
• Ensure accurate and timely tracking of orders and issues in ticketing and order management systems, with timely updates to customers on progress and milestones.

Requirements:

• Bachelor's or University degree in a related field of study or an equivalent 10+ years of related work experience required.
• 5+ years of leadership/management experience in telecom service delivery, provisioning, or network deployment, ideally within a larger telco/carrier provider in a similar role.
• Extensive hands-on experience in the design, implementation, and troubleshooting of telecom transport services, including T1/T3, OCx, Fiber, Ethernet Layer 2 services (Ethernet Private Line and ELAN/VPLS), and Wireless (3G/4G/5G/LTE) facilities.
• Deep understanding of the end-to-end service delivery process, including order entry, circuit provisioning, testing and turn-up, operational readiness, and go-live handoff to operations.
• Working familiarity with Network Interface Devices (NIDs), including Juniper, RAD, and Ciena models, and experience overseeing NID staging, shipping, and deployment processes.
• Demonstrated ability to design, document, and scale service delivery workflows, including milestone tracking, jeopardy management, and quality controls.
• Experience managing offnet and blended last-mile carrier relationships, including ordering, LOA/CFA and cross-connect processes, delivery intervals, and escalations.
• Experience coordinating field dispatches and third-party hands resources for deployment and turn-up activities.
• Experience in establishing and managing service delivery KPIs and SLAs (order aging, intervals, on-time delivery, backlog).
• Proficiency with ticketing, order management, and OSS/BSS systems used to track and drive orders through the delivery lifecycle; direct experience with ServiceNow strongly preferred, including CMDB and network circuit records management and the use of Projects (PRJ) and Project Tasks to manage delivery work.
• Excellent written and verbal communication skills, with the ability to lead customer- and vendor-facing turn-up calls and executive-level status communication.
• Strong vendor management, negotiation, and cross-functional coordination skills.
• Relevant industry certifications such as MEF-CECP (Carrier Ethernet Certified Professional), PMP, or ITIL are a plus.
• Must be legally eligible to work in assigned country without visa sponsorship.

Benefits:

• Comprehensive healthcare plan options
• Retirement plan with company match
• Life, other supplemental insurances
• Paid time off and company holidays
• New Parent Leave
• Wellness programs