Head of Project Management and Delivery

Project Delivery ManagerLocation: Chicago, IL or Los Angeles (Hybrid) Reports to: Director of Project DeliveryZentro is one of the largest independent internet service providers focused exclusively on multi-dwelling units (MDUs) in the United States. We specialize in delivering bulk internet and managed Wi-Fi solutions purpose-built for apartment communities, high-rises, and mixed-use developments. Our fully owned network infrastructure, resident-first support model, and tailored technology stack enable us to offer a refreshingly different alternative to legacy providers - one rooted in simplicity, reliability, and satisfaction.Role OverviewThe Project Delivery Manager leads the day-to-day performance of the Project Delivery organization, including Project Manager I and II, Project Coordination I and II, and Dispatch teams. The role oversees delivery from Closed/Won through installation, service activation, and operational handoff, ensuring efficient execution, customer commitments, SLAs, processes, and quality standards.Directly manage, coach, and develop Project Manager I, Project Manager II, Project Coordination I, Project Coordination II, and Dispatch team members. Establish clear performance expectations, reinforce accountability, provide ongoing feedback, and support employee development, training, and continuous improvement.Project Delivery Oversight: Oversee the end-to-end project delivery lifecycle from Closed/Won through installation, service activation, and operational handoff. Ensure project schedules, dependencies, deliverables, risks, and customer commitments are actively managed and that projects progress in accordance with established timelines and SLAs.Dispatch & Coordination Management: Oversee dispatch scheduling, resource assignments, project coordination activities, site readiness, installation appointments, and field team support. Ensure effective alignment between project requirements, technician and contractor availability, site access, and customer commitments.Project Governance & Standards: Implement and reinforce project management methodologies, policies, workflows, templates, documentation requirements, and governance standards established by the Director of Project Delivery. Ensure consistent application across project management, coordination, and dispatch functions while identifying opportunities for appropriate process refinement.Portfolio & Resource Management: Monitor the active project portfolio, team capacity, workload distribution, project priorities, dispatch demand, and resource availability. Adjust assignments and priorities within established authority to maintain delivery efficiency, balance workloads, and address competing deadlines. Identify capacity constraints and recommend resource adjustments to the Director of Project Delivery.Performance Management & Accountability: Establish and monitor team performance expectations, operational KPIs, SLAs, productivity measures, schedule adherence, backlog, and project completion rates. Identify performance gaps, implement corrective actions, and maintain accountability for timely execution, accurate documentation, and quality outcomes.Partner with Sales, Network Engineering, Construction, Field Service, Operations, Customer Experience, and other supporting departments to coordinate requirements, resolve dependencies, address delivery challenges, and maintain alignment throughout the project lifecycle.Serve as the primary operational escalation point for project managers, coordinators, and dispatch personnel. Support the resolution of stalled projects, scheduling conflicts, installation delays, resource constraints, and customer-impacting issues. Coordinate cross-functional intervention as needed and escalate material risks, policy exceptions, and decisions requiring additional authority to the Director of Project Delivery.Customer Experience & Service Delivery: Promote consistent communication, proactive issue resolution, installation readiness, and reliable service handoffs. Identify recurring customer pain points and delivery gaps, coordinating improvements that strengthen the onboarding process and overall customer journey.Maintain accurate reporting on project status, portfolio health, dispatch performance, team capacity, SLA adherence, backlogs, risks, and operational trends. Provide timely updates, escalations, and actionable recommendations to the Director of Project Delivery.Process Improvement & Operational Efficiency: Evaluate workflows, performance data, customer feedback, and recurring operational challenges to identify opportunities to improve productivity, resource utilization, scheduling accuracy, project completion, and cross-functional coordination.Training & Knowledge Development: Identify training needs, reinforce best practices, and promote knowledge sharing across project management, coordination, and dispatch functions.Systems & Data Integrity: Promote accurate and consistent use of project management tools, operational systems, and reporting platforms. Ensure project records, schedules, assignments, status updates, and handoff documentation are maintained to support effective decision-making and operational visibility.QualificationsEducation: High school diploma or equivalent required. Bachelor's degree in Engineering, Telecommunications, Business Administration, Project Management, or a related field preferred.Experience: Five or more years of progressive project management, project delivery, or operational experience, including demonstrated experience leading, supervising, or coordinating project teams. Telecommunications, ISP, network deployment, construction, or related service delivery experience strongly preferred.Project Management: Strong understanding of project planning, scheduling, risk management, resource coordination, stakeholder communication, and project governance. Familiarity with Agile/Scrum, Waterfall, Lean, or similar methodologies preferred.Operational Acumen: Working knowledge of telecommunications infrastructure, network deployments, fiber/Ethernet environments, installation workflows, field service coordination, and related operational processes preferred.Leadership & People Management: Demonstrated ability to coach employees, establish priorities, manage workloads, monitor performance, address accountability concerns, and develop team capabilities.Strong written and verbal communication skills, with the ability to coordinate across technical, operational, and customer-facing teams and communicate risks and escalations effectively.Strong critical-thinking, analytical, organizational, attention-to-detail, and time-management skills, with the ability to manage competing priorities and resolve operational challenges.Systems & Reporting: Proficiency with project management tools, operational systems, and reporting or data analytics platforms. Experience with portfolio and project management (PPM) tools, Tableau, or Power BI preferred.Decision-Making: Ability to make sound operational decisions within established policies, procedures, and delegated authority while recognizing when leadership alignment or escalation is required.Certifications: PMP, PMI-ACP, Lean Six Sigma, or a similar professional certification preferred.What We OfferCompetitive base salary range of $110k–$120K, dependent on skill and experienceComprehensive benefits package, including health, dental, and retirement plans.Ongoing training and professional development opportunities.employment with Zentro Internet is governed on the basis of merit, competence and qualifications and will not be influenced in any manner by race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law.