Service Delivery Support Specialist

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Description

Position Overview

The Service Delivery Support Specialist role is responsible for providing operational and administrative support to ensure the successful execution of service delivery projects. This role focuses on coordinating with Service Delivery Project Managers, internal operational teams, and customers to facilitate service installations, provisioning, and data management. The Service Delivery Support Specialist will handle tasks such as scheduling, project setup, data cleanup, and documentation to support timely and accurate service delivery, maintaining high standards of operational efficiency and customer satisfaction.

Essential Job Functions

• Install, Test, and Turn-Up (ITTU) Scheduling: Coordinate with ISP field team and engineering team to schedule installation, testing, and turn-up activities for service activations, ensuring alignment with project timelines.
• Bulk Project Creation: Create projects in project management systems, ensuring accurate setup and alignment with service delivery objectives.
• Project Team Assignments: Assign tasks to project team members, ensuring clear communication and accountability.
• Pulling IP Information from the system of record: Retrieve and verify Dedicated Internet Access (DIA) IP details from the system of record to support service configuration and documentation.
• Letter of Authorization (LOA) and Connecting Facility Assignment (CFA): Prepare, update, manage, and track LOAs and CFAs to facilitate carrier and facility coordination for service connectivity.
• Administrative Items: Handle documentation, record-keeping, and reporting to support service delivery operations, including maintaining accurate project records.
• Coordination with Carrier Access Management: Collaborate with carrier access teams to resolve access issues and ensure smooth handoffs for service delivery. Inclusive of data center cross connections, type-II orders, space & power orders, etc.
• General Project Management system Data Cleanup: Maintain and update Project Management sytem data to ensure accuracy, consistency, and compliance with project and service delivery requirements.
• Support Communication: Provide regular updates to project teams and stakeholders, including written and verbal status reports, to ensure alignment and transparency.
• Data Collection and Workflow Support: Perform routine data collection and support analysis to streamline workflows and resolve operational issues.
• Assist with additional service delivery tasks, such as troubleshooting issues and responding to customer or team inquiries, to ensure high-quality service outcomes.

Requirements:

Personality Traits / Interpersonal Skills

• Strong interpersonal skills to build and maintain effective and collaborative relationships with team members, operational teams, carriers, and stakeholders.
• Clear and professional communication skills for coordinating with internal and external parties.
• Ability to manage multiple tasks concurrently while maintaining attention to detail.
• Proactive and adaptable, with a commitment to supporting team and customer success.
• Ability to handle sensitive information tactfully and respond to changes in project requirements.

Experience, Qualitative Skills, and Certifications

• Fiber-based telecommunications experience strongly preferred, minimum of one year.
• 2-4 years of experience in customer service support roles including experience in direct customer interaction
• Associate's or Bachelor's degree in business, telecommunications, or a related field (or equivalent experience).
• Familiarity with project management tools (e.g., SiteTracker, Salesforce) and Microsoft Office Suite (Excel, Word, PowerPoint).
• Basic knowledge of telecommunications processes is preferred.
• Strong organizational and analytical skills to manage data and support workflows.
• Experience with data cleanup and documentation in systems like SiteTracker is a plus.

Physical Requirements

• Must be able to sit, stand, walk, stoop, kneel, and reach.
• Must be able to speak, write, read, and understand English.
• Must have visual acuity.
• Must be able to lift 0-25 pounds.
• Work Environment
• Full-time position with potential for hybrid or remote work, depending on company policy.
• Occasional after-hours support may be required to meet project deadlines or resolve critical issues.