The Service Delivery Manager is accountable for the business outcomes of the Wireline Orders team.  The Service Delivery Manager will provide visionary and strategic leadership to the team requiring quick and logical thinking while maintaining an excellent level of client experience and interdepartmental collaboration.  The Service Delivery Manager is a leader in the organization and will maintain standards and conduct that reflect One Source values.  

Supervisory Responsibilities:

• This position is responsible for management of our service delivery teams.

Duties/Responsibilities:

• Carry out the mission and goals of the team and company as related to the fulfillment of Wireline services
• Coordinate, monitor, and track all operational tasks related to order management; quality, interval, rework, related dispute and related trouble ticket, ensuring adherence to organizational metrics
• Function as 2nd level escalation point for Wireline Orders and assist Supervisors with 1st level escalations as client needs dictate
• Track and monitor monthly workload and order aging reports to identify trends and conduct process improvement initiatives
• Review and evaluate initiatives allowing the team to assess the viability of the processes used as a benchmark for future initiatives
• Establish and continuously evaluate departmental measurements such as capacity with the ability to forecast based on organizational goals
• Lead team members to meet the organization’s expectations for productivity, quality and continuous professional improvement
• Strategically plan and structure the department workflow and staffing
• Oversee the onboarding of new team members, provide career development and opportunities, and manage performance with regular feedback
• Utilize a performance management method that provides the overall context and “why” behind the initiative to encourage team member buy-in
• Collaborate with organizational stakeholders, engaging with appropriate contacts at every department and level within One Source in order to develop interdependency and growth
• Clearly document and maintain detailed and organized records about training, performance and any disciplinary action taken for each team member
• Data and system use must comply with One Source information security policies and standards
• Unauthorized access to data and/or systems is prohibited

Required Skills/Abilities:

• Skilled in evaluating and addressing complex, non-recurring challenges that often require input from cross-functional stakeholders.

• Demonstrates broad, in-depth knowledge of technical concepts, procedures, and policies, and applies them effectively in high-stakes situations.

• Thrives in a dynamic environment, leading initiatives that align with and exceed organizational goals.

• Operates independently and collaboratively, taking a leadership role in departmental efforts while fostering an inclusive, team-oriented culture.

• Builds strong working relationships; capable of guiding, assessing, and supporting team member development.

• Makes sound decisions based on organizational policy and objectives, even under pressure, and provides well-informed recommendations to leadership.

Education and Experience:

• Bachelor’s degree required, ideally in business, technology, or a related field.

• Minimum of five years of business operations experience, including at least three years in a leadership or management capacity.

• Proficient with CRM systems, database tools, and project management software.

• Familiarity with telecommunications processes and wireline technologies is preferred.