What are the responsibilities and job description for the Head of Service Delivery position at Ubiquity Management Group?
The Head of Service Delivery at Ubiquity is a critical role providing centralized oversight and governance to Ubiquity’s revenue driving businesses, specifically around installation, fiber drops and day-to-day ticket management in each of Ubiquity’s operating markets. Broad in nature and reporting to the CRO, this role encompasses a mix of direct headquarter level market support for Ubiquity’s owned Internet Service Provider brand as well as management of Tier 1 tenants across multi-state Ubiquity networks. The ideal candidate has a strong understanding of centralized operations environments, broadband networks and services as well as experience managing product implementations, marketing teams and developing business in new market segments.
Location:
- Located in Dallas, Texas. The location is flexible, but it must be within one of Ubiquity's build markets (Dallas, Austin, Charlotte, Omaha, Phoenix)
Employment Classification:
- Exempt: Regular, Full-time
Supervisory Responsibilities:
- Ownership of three to four large vendor contracts supporting work in five or more states.
- A small, centralized management team based on growth.
Duties / Responsibilities:
- Leading centralized delivery functions for Ubiquity’s ISP brand and Ubiquity Tier 1 partners, partnering with field / sales leadership to deliver flawless service to customers.
- Day-to-day management of operations and vendor management related to Ubiquity’s ISP back-end systems and overall delivery of fiber services.
- Lead interface into all tenants on Ubiquity network nationally (Ting, AT&T, etc)
- Strategic development of any new fiber build markets with Tier 1 scaled tenants
- Guidance and support of customer materials for internal ISP teams
- Key support and integration of new products and platforms associated with Ubiquity businesses
- Ad hoc support of strategic M&A as required by the Ubiquity leadership team
- KPI owner for cost, quality and speed of installations.
- KPI owner for all ticket management – break/fix, outage management and mitigation, and overall interface to Ubiquity network operations group.
- Support of Ubiquity Smart Building teams in relation to private property deployments (MDUs).
Education and / or Experience:
- Bachelor’s degree or equivalent combination of education and experience. Master’s degree is a plus.
- 15 years in the telecom / service provider field with a proven track record of running multi-market operations, inclusive of service delivery functions.
- Fiber or Wireless operator experience (direct or vendors).
- Vendor management experience, including budget and cost management for large scale programs.
Required Skills / Abilities:
- Ability to negotiate and manage Key Performance Indicators during monthly review sessions.
- Experience reporting results and financials to C-Suite leadership teams.
- Experience managing general contractor and/or subcontractor contracts and overall performance.
- Experience with ticket and/or CRM management systems like Remedy and Salesforce.
- Exceptional team and relationship building skills.
- Deep understanding of telecom market, pricing, and landscape.
Physical Requirements:
In a typical work day, the employee will be required to:
- Sit: Frequently
- Stand: Frequently
- Walk: Occasionally
- Keyboarding: Frequently
- Fine manipulation: Never
- Lift: Occasionally. Will require capability to lift up to 10 pounds.
- Carry: Occasionally. Will require capability to carry up to 10 pounds.
- Travel: Ability to travel approximately 25% of the time in footprint (4-5 states).
- Work Environment: The work environment is fast paced, and the employee may be exposed to varying temperatures and weather conditions. May require field work.
What’s in it for you:
We truly value our employees and put their well-being first! Here we provide the following:
- Medical and Dental Plan
- Vision Plan
- PTO
- 401(K) with company match
- Collegial environment of talented professionals
- Growing and well-funded company
About Us: Ubiquity invests in, develops, and manages digital communications infrastructure throughout the United States. Ubiquity partners with ISPs, wireless carriers, utilities, and municipalities to deliver connectivity and sustainability solutions in underserved communities. Ubiquity’s mission focuses on providing customer choice and spurring competition, both essential components of empowering communities for the future.
Ubiquity is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Ubiquity does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.