Director of Service Delivery

Summary

Join Connectbase, a rapidly growing SaaS company, as their Director of Service Delivery! Reporting to the VP of Customer Care, you will provide strategic and day-to-day leadership for implementing new platform features. Collaborate with product and configuration teams to define best practices, align customer offerings with platform requirements, and build a high-performing team. You will oversee implementations for new and existing customers, manage the service delivery team, and partner with various internal teams. This role requires strong leadership, communication, and technical skills within the telecommunications industry. Connectbase offers a competitive salary, comprehensive benefits, and a remote-first work environment.

Requirements

• Bachelor’s degree or commensurate work experience
• 10+ years of experience leading operational teams within the Telecommunications industry
• 5+ years of experience building and leading enterprise customer facing Implementation teams
• Experience using the Connectbase and MasterStream platforms
• Experience managing the lifecycle of complex customer issues and prioritizing escalations
• Demonstrated ability to manage multiple resources across multiple locations who are working on complex projects and tasks simultaneously
• Strong collaborative, negotiating, influencing, leadership and decision-making skills
• Ability to multi-task in a challenging, fast paced, matrix management organization
• Ability to make decisions based on a broad range of issues, within and outside the control of the day to day working environment
• Ability to identify, define and execute upon opportunities for improvement and recommend alternative solutions to process inefficiencies
• Clear and direct communication skills

Responsibilities

• Define implementation process standards and best practices for all platform features
• Develop and grow service delivery staff meant to coordinate implementations
• Work with stakeholder groups to define quoting standards that impact implementations
• Become an expert in the Connectbase platform as it relates to serviceability, quoting and the interaction with the product catalog
• Develop a clean handoff process from sales to define and understand what needs to be implemented for the customer
• Partner closely with our Sales, CSM, PLR (configuration), Support, Product, and Engineering teams to provide a world class implementation experience
• Manage relationships with senior customer contacts and other stakeholders to provide key leadership and oversight to large client implementations
• Provide leadership to multiple implementations and facilitate the cross project / cross functional team to develop and implement solutions to address our clients' requirements
• Act as a player/coach within the team, supporting their needs and allowing them to get to the best resolutions for our customers
• Develop implementation scoping & estimating processes, including providing resource estimates & capacity management oversight
• Develop process to track and deliver concurrent implementations
• Develop SLA with stakeholder leadership for common task key to the delivery of implementation projects
• Track progress of assigned tasks with the ability to identify late tickets and initiate and track internal escalations
• Design communication best practices and standards that are used during the implementation process to control customer facing expectations
• Establish clearly defined goals, objectives, responsibilities, competencies and development plans for each member on the team
• Ensure team members are appropriately trained to handle day-to-day activities
• Provide coaching and performance feedback through one-on-one meetings, staff meetings and other communication as appropriate
• Prepare and deliver written team member performance reviews in accordance with company policy
• Manage day to day team member issues and conflict resolution
• Hire and retain top talent
• Develop, coordinate, and enforce systems, policies, procedures, and productivity standards
• Drive the continual evolution of team processes and workflows to ensure the team meets the scaling needs of Connectbase

Preferred Qualifications

Experience in network & telecommunications space helpful, but not required

Benefits

• Competitive compensation based on your background and level of experience with the opportunity for self-directed career advancement in a rapidly growing SaaS company
• Anticipated Salary Range of #130,000-$150,000 plus bonus
• Fully paid premiums for health, dental, vision
• Unlimited vacation
• 401(k)
• Further employer covered benefits