Role Overview
We are seeking an innovative, detail-oriented, and technically competent Associate Delivery Manager to support the end-to-end coordination and delivery of VoIP and Network Services projects.
This role requires strong knowledge of VoIP systems, provisioning processes, circuit ordering, equipment deployment, and billing hand-offs. The Associate Delivery Manager serves as the primary coordinator across clients, vendors, internal engineering teams, and operations — ensuring seamless implementation, installation, and service activation.
The ideal candidate brings strong organizational skills, independent decision-making ability, and hands-on technical understanding of voice and network service delivery.
Key Responsibilities
Project & Delivery Coordination
- Own overall project coordination from order intake through installation and billing activation.
- Track milestones, manage timelines, and ensure on-time service delivery.
- Coordinate vendor meetings for project kick-offs and take-offs.
- Attend weekly customer calls and provide implementation updates.
- Coordinate WebEx/MS Teams spaces needed for installs when required.
- Trigger billing upon successful installation completion.
VoIP & Network Service Implementation
- Demonstrate technical competence in VoIP services and network solutions.
- Manage porting of client existing phone numbers.
- Build and configure phones in BroadSoft / Control Hub.
- Coordinate installation scheduling with field technicians.
- Order and track circuits (DIA / Bandwidth Aggregation).
- Order hardware, licenses, and required service components.
- Ship equipment to customer sites and validate receipt.
- Coordinate contract and installation activities.
Process & Operational Management
- Manage REQ/PO requests.
- Understand and manage systems, procedures, and workflows related to:
- Design
- Provisioning
- Pricing
- Order entry
- Billing hand-off and reporting
- Enhance order management and escalation procedures.
- Maintain RAID logs and ensure proper documentation.
- Develop and maintain product and service expertise.
Customer Support & Engagement
- Act as first-level customer support during implementations.
- Provide both pre-sales and post-sales implementation support.
- Escalate issues appropriately while ensuring timely resolution.
- Maintain clear communication between clients and internal teams.
Key Performance Indicators (KPIs)
- On-time project delivery and service activation
- Accuracy of order processing and documentation
- Successful number porting and circuit installations
- Customer satisfaction during implementation
- Billing accuracy and timely hand-offs
Required Skills & Expertise
Technical Skills
- Strong knowledge of VoIP systems and services
- Experience with BroadSoft / Control Hub
- Network circuits (DIA, bandwidth aggregation)
- Order provisioning and billing systems
- Jira / ServiceNow / ITSM tools
- MS Office (Advanced)
- Smartsheet
- Agile / Delivery tracking tools (preferred)
Functional Competencies
- Project coordination and scheduling
- Vendor management
- Stakeholder communication
- Risk & issue management
- Process improvement
Behavioral Competencies
- Strong attention to detail
- Independent decision-making
- Organized and proactive mindset
- Strong communication and follow-through
- Customer-focused approach
Qualifications & Experience
- Bachelor’s degree in IT, Telecommunications, Engineering, or Business (preferred)
- 8–12+ years of experience in VoIP delivery, telecom project coordination, or network service implementation
- Experience in service provider, MSP, or telecom environments preferred
- Hands-on experience managing full lifecycle VoIP implementations
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Due to U.S. Government requirements applicable to foreign-owned telecommunications providers, non-US citizens may be required to submit to an extensive government agency background check which will necessitate disclosure of sensitive Personally Identifiable Information.