Service Delivery Manager

Job Location: Great Falls or Billings MT

Department: Network Operations

Reports to: Manager Network Operations

Employment Type: Full-Time Non-Exempt

Job Overview: Vision Net Montanas statewide fiber optic network and premier data center provider is seeking a Service Delivery Manager (SDM) to lead customer service implementations from Order Management handoff through activation and operational transition to the Network Operations Center (NOC). This role coordinates internal teams vendors and customers to ensure services are delivered on schedule within budget and in alignment with contractual obligations and service-level commitments.

Essential Duties and Responsibilities:

• Serve as the primary point of contact for assigned service implementations including internal kickoff meetings status updates and expectation management.
• Own and manage the end-to-end service delivery lifecycle from internal Service Order (SO) execution through service acceptance and handoff to Network Operations Center.
• Develop and maintain implementation schedules milestones action logs risk registers and escalation plan according to Service Delivery flow procedures and tools.
• Coordinate internal resources across Engineering Construction Operations and third-party vendors to drive accountability and timely delivery.
• Lead issue resolution manage escalations and communicate service progress risks milestones and schedule changes to customers and leadership.
• Coordinate Operational Readiness Testing (ORT) ensure complete documentation and as-built records and facilitate Managed Takeover (MTO) activities with the NOC.
• Support continuous improvement of service delivery procedures tools and reporting practices.
• Perform other duties as assigned.

Knowledge Skills and Abilities:

• Experience: 57 years in telecommunications wholesale carrier or enterprise managed services network operations or project management including 3 years managing complex telecommunications solutions.
• Technical Knowledge: Working knowledge of OSP/ISP environments service implementation workflows customer onboarding and cross-functional delivery coordination.
• Education: Bachelors degree in Telecommunications Engineering Information Technology or equivalent experience.
• Preferred Certifications: CCNP/CCIE JNCIP/JNCIE PMP ITIL or MEF.
• Professional Attributes: Proactive organized detail-oriented customer-focused and able to manage multiple priorities with limited supervision.
• Travel: Ability to travel as needed for site visits customer meetings and vendor coordination.

Equivalent combinations of education training and experience will be considered.

Working Conditions:

• This position is primarily office-based with occasional travel to customer vendor or company sites.

Reasonable accommodation for individuals with disabilities will be made.

Benefits:

• Competitive Compensation and Benefits: Comprehensive health insurance retirement benefits and paid time off.
• Professional Growth: Development opportunities to support continued career growth.

Additional Information:

This job description is not intended to be all-inclusive. Employees may perform other related duties as assigned. Vision Net reserves the right to revise job duties and responsibilities and this description does not constitute a written or implied contract of employment.

Required Experience:

Manager