Meriplex · 7 hours ago
Service Delivery Manager – Telecommunications
Houston, TX
Full-time
Onsite
Senior Level, Lead/Staff
10+ years expMeriplex is a telecommunications company seeking a Service Delivery Manager to oversee the delivery of their telecommunications services. This role is responsible for managing a team of Telco Provisioners and ensuring a seamless customer experience throughout the service delivery lifecycle.
Information Technology
Responsibilities
Serve as a customer-facing point of accountability for telecom service delivery
Proactively communicate install timelines, status updates, delays, and next steps to Project Managers and customers
Ensure Project Managers and customers have clear expectations throughout the ordering, install, and activation process
Partner with Account Managers, Technical Account Managers, and Project Managers to deliver a seamless customer experience
Participate in customer calls and escalations related to telecom service delivery as needed
Advocate for the customer while balancing operational constraints and vendor realities
Lead and manage a small team of Telco Provisioners responsible for ordering, modifying, and disconnecting telecom services (DIA, Broadband, MPLS, Voice, SD-WAN underlay, etc.)
Own the end-to-end telecom service delivery lifecycle from order acceptance through activation and handoff to Operations
Ensure provisioning activities are executed accurately, on time, and in alignment with customer commitments and internal SLAs
Provide prioritization, guidance, and escalation support to the provisioning team
Drive consistent, repeatable provisioning workflows and standards
Own tracking and execution of all telecom orders, installs, upgrades, and disconnects across carriers and services
Ensure disconnects are completed promptly to avoid unnecessary spend and contract overruns
Maintain accurate service records including circuit IDs, vendors, billing start dates, contract terms, and customer locations
Establish and enforce standardized processes for order intake, status updates, and service completion
Serve as the primary operational owner for Meriplex’s Telecom Expense Management (TEM) platform(s)
Ensure all telecom orders, changes, and disconnects are accurately entered and maintained within the TEM system
Partner with Finance and Billing to reconcile carrier invoices, identify discrepancies, and support billing credits
Maintain clean and accurate circuit inventory and service records to support cost control and reporting
Support TEM onboarding, optimization, or provider transitions as needed
Partner with Procurement to ensure adequate availability of telecom-related equipment, including VeloCloud appliances, Adtran devices, SFPs, and related network hardware
Provide visibility into upcoming installs, upgrades, and projects to support procurement planning
Track equipment readiness and allocation required for customer installs and break-fix activities
Coordinate with Engineering, Warehouse, and the provisioning team to ensure equipment is available when needed
Communicate equipment-related risks that may impact service delivery timelines
Develop and maintain reporting on telecom service delivery performance, including: Average circuit install times, Install aging and stalled orders, Disconnect volume, timing, and trends, Circuit inventory accuracy and lifecycle tracking, Service delivery risks impacting customers
Provide regular reporting and insights to leadership
Use data to identify bottlenecks, drive process improvements, and improve customer outcomes
Act as a primary point of contact with telecom carriers and vendors throughout the service delivery process
Coordinate closely with Sales, Project Management, Engineering, NOC, Procurement, Warehouse, and Finance
Lead vendor escalations impacting customer installs or service timelines
Drive accountability with vendors to improve delivery performance and service quality
Train, mentor, and develop Telco Provisioners to ensure consistent execution and professional growth
Establish clear expectations, workflows, and accountability within the team
Foster a customer-first, detail-oriented, and collaborative culture
Support hiring, onboarding, and performance management as needed
Qualification
Required
10+ years of experience in telecommunications service delivery, provisioning, or operations
Prior experience in a customer-facing service delivery or operations leadership role
Strong understanding of telecom services including DIA, MPLS, Broadband, Voice, and SD-WAN underlay circuits
Experience working with Telecom Expense Management (TEM) platforms and telecom billing processes
Strong communication skills with the ability to engage customers and internal stakeholders
Highly organized with strong attention to detail and follow-through
Ability to manage multiple priorities in a fast-paced environment
Preferred
Experience in a managed services or MSP environment
Familiarity with telecom carrier contracts, install SLAs, and disconnect processes
Experience supporting multi-site enterprise customers
Experience building operational dashboards and service delivery metrics
Prior experience managing or mentoring provisioning teams
Company
Meriplex
Meriplex is a managed cybersecurity, IT, and SD-WAN solutions provider for the mid-enterprise market.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
Clairvest Group
2022-07-18Acquired
2018-10-03Private Equity
Leadership Team
Mike McWilliams
SVP, Healthcare Practice
A
Aaron Biehl
VP of National Account Management and vCIO
Recent News
Company data provided by crunchbase