Service Delivery Supervisor

JOB DESCRIPTION

JOB TITLE: Service Delivery Supervisor


STATUS: Exempt

DEPARTMENT: Service Delivery

REPORTS TO: Julie Landers, Director of Service Delivery

FULL/PART-TIME: Full-Time

LOCATION: Hybrid - Minimum 2 Days p/week in office (Syracuse or Holland Patent, NY)

OUR CULTURE:

At Northland, we don't believe in ceilings. We encourage personal and professional development by maintaining a challenging and rewarding work environment. We believe you are the creator of your own destiny and that you will make the most of your career through hard work, dedication, and initiative.

THE MISSION:

The Service Delivery Supervisor leads a high-performing team to deliver seamless, customer-focused telecom solutions. By driving continuous improvement, empowering staff through training, and ensuring consistent execution of processes, this role fosters accountability, efficiency, and exceptional customer experiences, building trust and long-term value for both our teams and customers.

JOB DUTIES:

Installation Execution Supervision

• Oversees all installation processes for all Northland Products and Services with advanced technical proficiency and accuracy.
• Monitors installation execution, timelines, issue resolution, and escalation to support consistent completion throughout the installation process.
• Ensures appropriate customer communication throughout the installation process to promote customer experience aligned with internal and customer priorities.
• Maintains workload coverage and adjusts priorities based on customer impact and team capacity.
• Reinforces pre-install validation, installation standards, and service expectations across technicians and install types.
• Supports rush order review and approval by assessing urgency, customer impact, resource availability, and installation readiness.

Installation Team Leadership

• Provides hands-on leadership, feedback, coaching and clear expectations on installation practices and standards as the main technical resource for installation team.
• Reviews ticket activity, post-cut results, and post-install trouble patterns to improve team performance and follow-through.
• Identifies training needs, broadens team member responsibilities, and supports continued capability development.
• Creates, updates, and shares installation procedures, service level expectations, and operational documentation with technicians.
• Leads team communication and participates in select team meeting leadership.

Service Delivery Collaboration

• Uses installation data, ticket activity, post-cut results, and workload trends to identify process issues affecting installation quality and customer experience.
• Partners with key leaders and key service delivery roles to resolve identified dependency, process, or alignment issues affecting installation success.
• Provides leadership with visibility into installation performance trends, workload coverage, process needs, and team development needs.

SUPERVISORY RESPONSIBILITIES:

• This role oversees the Installation Technician team.

MINIMUM JOB QUALIFICATIONS:

• High school degree
• 3+ years of experience in telecom, service delivery, provisioning, or field operations
• Working knowledge of Service Delivery Process
• Demonstrated commitment to continuous improvement and learning
• Excellent written and oral communications skills
• Proven ability to lead people through a project from initiative to execution
• Ability to develop strategies to improve organizational efficiency and effectiveness

PREFERRED JOB QUALIFICATIONS:

• Bachelor's Degree
• 2+ years in a leadership or supervisory role
• 5+ Years of telecommunications experience

SCORECARD METRICS:

• NorthX Trouble Tickets 5 days after install <3%. (Weekly)
• 30 Day Post Cut Success After Installation >94% (Monthly)

LICENSES/CERTIFICATIONS:

A valid driver's license or ability to access transportation to attend work group and organization meetings is necessary.

PHYSICAL ACTIVITIES AND REQUIREMENTS:

Ability to reach, sit, stand, walk, push, pull, lift, use fingers, grasp, feel, talk, hear, and perform repetitive motions. Ability to exert up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.

EQUIPMENT AND MACHINES USED:

Ability to use voicemail, telephone, calculator, computer, printer.

ENVIRONMENTAL CONDITIONS:

The employee is subject to inside and outside environmental conditions, extreme cold, extreme heat, adverse driving conditions, confined spaces, heights, noise, vibration, hazards, atmospheric conditions, and oils.


EMPLOYER'S DISCLAIMER:

• All offers of employment are contingent on successful results from a background check. If results are not acceptable to the company, the company reserves the right to rescind its conditional offer of employment.
• All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.
• This job description in no way states or implies that these are the only duties to be performed by the employee holding this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties required by their office.
• This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.
• We are an equal opportunity employer. We consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, or any other legally protected status.