NWN is the leading AI-powered technology solutions provider for North America's most innovative public and private organizations. For more than 30 years, NWN has helped over 5,000 CIOs deliver technology modernization programs with its Intelligent Workplace, Customer Experience (CX), Managed Devices, Cybersecurity and Public Safety, Connectivity, and Intelligent Cloud solutions. The company's proprietary Experience Management Platform ensures seamless service delivery, real-time observability and improved efficiency for its clients' most demanding technology needs. NWN is a high-performance, high-integrity team of 1,000+ experts committed to a customer-obsessed culture, earning a 75 Customer Net Promoter Score. The company has been recognized with hundreds of industry awards and is proud to be a 'Best Place to Work' with an 86 Employee Net Promoter Score. For more information, visit: NWN.ai.

Scope of Role Responsibilities

The Service Delivery Leader will provide departmental guidance, through the implementation milestones of various vendor designs.  This individual will foster strong and effective interaction with vendors and NWN internal departments to meet the customers’ requirements.  They will exhibit effective communication and set expectations both internally and externally. 

This position requires the ability to successfully meet customer requirements while also fulfilling the company's business needs. 

• Provide support to the provisioning team to accurately implement customer applications. Set goals for the team while improving the daily order process.
• Act as a mentor for the Service Delivery/Carrier Telecom Teams and resolve issues escalated from them.
• Manage the team’s successful interface with vendors to ensure timely and accurate completion of new installations, including resolution of design issues and vendor delays.
• Develop a thorough understanding of the individual vendors’ processes and procedures and define the requirements for delivery intervals.
• Report implementation activity status to internal customers, ensuring that operational systems are updated accurately and promptly.
• Develop processes within the team and cross-functionally for prompt response and resolution of issues.
• Foster a strong working relationship with vendors and all internal departments.
• Process all post-installation issues, i.e., customer disconnect requests and MACs

Role Qualifications and Requirements

• Bachelor’s Degree preferred or a minimum of 3-5 years of experience in a similar service delivery position
• Flexible demeanor with the fortitude to manage multiple tasks in a fast-paced, dynamic environment while meeting critical deadlines
• Must possess strong communication and interpersonal skills, including the ability to interface with multiple organizations and management levels
• Demonstrate troubleshooting, problem-solving, and analytical skills when managing their workload
• Ability to work independently as well as in a team environment
• Proficient knowledge of Microsoft Office, ServiceNow, NetSuite, and/or BluLogix.

At NWN, we provide a comprehensive benefits package to support your well-being in and out of work. This includes medical, dental, and vision plans, Health Savings Account (HSA) and Flexible Spending Accounts (FSAs), income protection through disability and life insurance, and a 401(k) with company match. Enjoy unlimited PTO, paid company holidays, hybrid/remote work, paid bonding leave for eligible employees, employee discounts, and access to our Employee Assistance Program (EAP). Additional offerings include accident, critical illness, long-term care, and hospital indemnity coverages, legal and identity theft protection, pet insurance, supplemental life insurances, referral bonuses, charitable donation matching, and allowances for eligible roles. Join a team that values the health and wellbeing of all our employees!

All offers of employment at NWN are contingent upon the successful completion of a comprehensive background check. This process ensures a safe and secure work environment for all employees.

NWN is an Equal Opportunity Employer: NWN provides equal employment opportunity to all employees and applicants for employment free from unlawful discrimination based on race, color, religion, gender, age, national origin, disability, veteran status, marital status, sexual orientation or any other status or condition protected by local, state or federal law.