Service Delivery Manager

In this role, you will act as the coordinating interface for customer deliveries and hold end-to-end responsibility for the successful fulfillment of service orders.

The Service Delivery Manager owns the delivery lifecycle — ensuring high-quality execution, timely completion, and exceptional customer experience. You will collaborate with internal teams, suppliers, and customers while continuously identifying opportunities to improve processes and systems.

This position requires a proactive professional who thrives in a dynamic environment and can manage multiple deliveries simultaneously while maintaining strong stakeholder relationships.

Requirements

• Minimum of 5+ years’ experience in Service Delivery within the telecommunications industry.
• Proven track record of successful service delivery and/or project management.
• Strong understanding of telecommunications technologies such as IP, Ethernet, Fibre, DWDM, and colocation infrastructure.
• Experience with network build and design environments.
• Field engineering background including installation, commissioning, and troubleshooting.
• Expertise in Ethernet & IP services (Layer 2, DIA, Cloud).
• Knowledge of DWDM technology and equipment; certifications are advantageous.
• Familiarity with network management systems such as Infinera (DNA) and Ciena platforms is desirable.
• Excellent analytical, organizational, documentation, presentation, and communication skills.
• Ability to work independently and collaborate across borders with cross-cultural awareness.
• Fluent English, additional languages are a plus.
• Customer-facing experience is essential.

Soft Skills

• Strong team player with excellent interpersonal skills.
• Exceptional verbal and written communication abilities.
• Highly organized with strong planning capabilities.
• Proactive, persuasive, and solution-oriented.
• Calm under pressure with strong problem-solving skills.
• Highly motivated with the ability to manage competing priorities and meet challenging objectives.

Nice-to-haves

• Project management certifications or formal training.
• Strong awareness of industry trends and best practices.
• Experience managing high-volume delivery environments.
• Knowledge of coding languages such as SQL, Python, or Java.
• Familiarity with agile frameworks (e.g., GitHub).

Core Responsibilities

• Own customer deliveries end-to-end, including communication with customers, suppliers, and internal stakeholders.
• Ensure timely and accurate execution of all delivery activities and system registrations.
• Supervise orders through continuous coordination with internal units and external suppliers.
• Provide regular status updates and proactively communicate any risks or deviations.
• Follow up on internal tasks to ensure successful completion within agreed timelines.
• Coordinate field engineers throughout the delivery lifecycle, including testing and service activation.
• Lead troubleshooting efforts and escalate issues that may impact delivery milestones.
• Prepare and send delivery documentation, including collecting and storing test protocols.
• Manage procurement of local tails, cross-connects, and customer premises equipment (CPE).
• Support early life activities following service activation.
• Participate in customer meetings and support Sales with delivery-related expertise.
• Draft project plans and present them clearly to stakeholders when required.
• Define and align non-standard processes within the organization.
• Assist in reporting and effectively manage high order volumes using appropriate tools.
• Build and maintain strong relationships with assigned customers as part of a cross-functional account team.

What we offer

• Continuous learning and career growth opportunities
• Professional training and English/Spanish language classes
• Comprehensive medical insurance
• Mental health support
• Specialized benefits program with compensation for fitness activities, hobbies, pet care, and more
• Flexible working hours
• Inclusive and supportive culture

About Us

Established in 2011, Trinetix is a dynamic tech service provider supporting enterprise clients around the world.

Headquartered in Nashville, Tennessee, we have a global team of over 1,000 professionals and delivery centers across Europe, the United States, and Argentina. We partner with leading global brands, delivering innovative digital solutions across Fintech, Professional Services, Logistics, Healthcare, and Agriculture.

Our operations are driven by a strong business vision, a people-first culture, and a commitment to responsible growth. We actively give back to the community through various CSR activities and adhere to international principles for sustainable development and business ethics.

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