Metronet

Senior Director – Commercial Service Delivery Operations

Metronet

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Senior

Tech Stack

ServiceNow

About the role

  • Lead all Service Delivery teams (Contract Coordinators, Project Management, Advanced/HPBX, Carrier, MDU, Provisioning, and Test & Turn-Up teams)
  • Own the end-to-end Service Delivery order lifecycle, including order intake, design coordination, construction readiness, provisioning, installation, test, and activation
  • Act as the senior operational authority for commercial install execution, setting expectations, priorities, and standards across internal teams and external partners
  • Drive install interval reduction and delivery cost optimization through process improvement, technology enablement, and partner accountability
  • Establish and enforce commit-date discipline, forecast accuracy, and execution cadence across all delivery teams
  • Own escalation management for delayed, high-cost, or at-risk installs, including executive communication for priority customers and revenue-impacting orders
  • Partner with Field Operations, SPC Construction, OSP, and Technology to improve pre-construction readiness, site survey quality, and design accuracy
  • Define and mature delivery governance, including intake controls, prioritization logic, and standardized handoffs between Service Delivery, Field Ops, and Construction
  • Maintain and improve performance metrics including install interval performance, cost per install, forecast accuracy, commit-date adherence, order aging, and SLA compliance
  • Provide executive-level reporting and KPI dashboards for Service Delivery performance, install velocity, cost trends, and backlog health
  • Ensure systems, procedures, and methodologies are in place to provide predictable, repeatable, and scalable order delivery
  • Drive continual improvement initiatives aligned to Metronet’s Service Delivery maturity roadmap and SmartWorkflow / Pega enablement strategy
  • Collaborate with Product, Sales, Field Operations, SPC Construction, and OSP Network to ensure seamless delivery execution and clear ownership across partners
  • Champion workflow automation, data visibility, and system integration to reduce manual effort and execution friction
  • Build and sustain a performance-driven culture through clear accountability, operational cadence, and leadership development
  • Demonstrate transformational leadership experience managing large, cross-functional operations in telecom delivery and construction-driven environments
  • Apply expertise in KPI development and operational analytics to improve delivery speed, cost efficiency, and customer experience
  • Leverage 15+ years of leadership experience in telecom or infrastructure-heavy operational environments to mentor leaders, develop future talent, and institutionalize best practices

Requirements

  • Bachelor of Science in Engineering or similar field (or comparable experience/education)
  • Telecom operations experience required; fiber service delivery, construction, or operations experience strongly preferred
  • ITIL familiarity preferred; delivery-focused operational certifications a plus
  • Proficiency with MS Office Suite, especially Excel, and enterprise workflow / delivery platforms (Pega, OFSC, ServiceNow, Remedy, or similar)
  • Must be legally authorized to work in the U.S.
  • Proven experience leading large operational teams across Service Delivery, provisioning, installation, or operations-adjacent functions
  • Strong executive leadership presence with ability to present delivery performance, risks, and mitigation plans to senior leadership and investors
  • Deep understanding of order-to-activate delivery models, construction dependencies, and partner-based execution
  • Exceptional organizational skills and ability to operate in fast-paced, high-stakes, growth-oriented environments
  • Strong customer-facing communication skills with ability to translate delivery risks and delays into business, revenue, and margin impacts
  • Capacity to train, mentor, and guide both junior and senior leaders
  • Ability to analyze performance data, identify systemic process gaps, and implement measurable, sustainable improvements
  • Available to travel for training or as needed
Benefits
  • 80% of medical premiums paid by the company
  • Company-paid disability and life insurance
  • 401(k)-company match with immediate vesting
  • Discounted services within our coverage areas
  • Friendly and fun atmosphere

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
KPI developmentoperational analyticsprocess improvementworkflow automationdata visibilitysystem integrationfiber service deliveryconstruction dependenciesorder-to-activate delivery modelsdelivery-focused operational certifications
Soft skills
transformational leadershipexecutive leadership presenceorganizational skillscustomer-facing communicationmentoringguiding leadersaccountabilitycollaborationclear ownershipfast-paced environment adaptability
Certifications
Bachelor of Science in EngineeringITIL familiarity