Director of Service Delivery

• 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.

• 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
• Experience in network & telecommunications space helpful, but not required.

• Naturally curious  
• Innate ability to learn  
• Able to turn feedback into action  
• Dually autonomous and collaborative  
• Empowers those around them   

Connectbase is proud to be an equal opportunity workplace and employer. We are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, national origin, nationality, immigration status, citizenship, religion or religious creed (or belief, where acceptable), sex/gender, sexual orientation, gender identity and gender expression, pregnancy, marital status, age, citizenship, marital status, handicap or disability, genetic information or characteristics (or those of a family member), Veteran or military status, political belief, or socio-economic status. Connectbase does not discriminate against individuals on the basis of those characteristics, or any other characteristic protected by law.