Sr. Director - Commercial Service Delivery Operations

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Sr. Director – Commercial Service Delivery Operations

Our Senior Director of Commercial Service Delivery Operations role is a highly visible, enterprise-impact leadership role with broad authority to shape, scale, and transform Metronet’s commercial delivery engine. This leader will directly influence how Metronet delivers fiber services to SMB, Agent, and Carrier customers, driving faster installs, lower cost-to-serve, and predictable, repeatable execution at scale.

This role leads a 100+ person organization spanning Project Management, Provisioning, and Installation and serves as the operational “force of gravity” across Service Delivery, Construction, Field Operations, Network, and Technology partners. The successful candidate will be empowered to redesign operating models, enforce execution discipline, modernize workflows, and implement data-driven performance management across the full order-to-activate lifecycle.

This is a rare opportunity for a seasoned telecom operations leader to leave a lasting imprint, building a best-in-class, construction-aware delivery organization capable of supporting rapid growth, increasing complexity, and private-equity-backed scale. The role combines strategic transformation with hands-on operational leadership and offers meaningful influence, visibility, and ownership in Metronet’s continued growth and value creation.

Success in this role will define the commercial delivery engine at Metronet for years to come, establishing the standards, systems, and leadership discipline required to support rapid expansion, private-equity scale expectations, and long-term enterprise value creation.

ESSENTIAL JOB FUNCTIONS:

• Lead all Service Delivery teams (Contract Coordinators, Project Management, Advanced/HPBX, Carrier, MDU, Provisioning, and Test & Turn-Up teams).
• Own the end-to-end Service Delivery order lifecycle, including order intake, design coordination, construction readiness, provisioning, installation, test, and activation.
• Act as the senior operational authority for commercial install execution, setting expectations, priorities, and standards across internal teams and external partners.
• Drive install interval reduction and delivery cost optimization through process improvement, technology enablement, and partner accountability.
• Establish and enforce commit-date discipline, forecast accuracy, and execution cadence across all delivery teams.
• Own escalation management for delayed, high-cost, or at-risk installs, including executive communication for priority customers and revenue-impacting orders.
• Partner with Field Operations, SPC Construction, OSP, and Technology to improve pre-construction readiness, site survey quality, and design accuracy.
• Define and mature delivery governance, including intake controls, prioritization logic, and standardized handoffs between Service Delivery, Field Ops, and Construction.
• Maintain and improve performance metrics including install interval performance, cost per install, forecast accuracy, commit-date adherence, order aging, and SLA compliance.
• Provide executive-level reporting and KPI dashboards for Service Delivery performance, install velocity, cost trends, and backlog health.
• Ensure systems, procedures, and methodologies are in place to provide predictable, repeatable, and scalable order delivery.
• Drive continual improvement initiatives aligned to Metronet’s Service Delivery maturity roadmap and SmartWorkflow / Pega enablement strategy.
• Collaborate with Product, Sales, Field Operations, SPC Construction, and OSP Network to ensure seamless delivery execution and clear ownership across partners.
• Champion workflow automation, data visibility, and system integration to reduce manual effort and execution friction.
• Build and sustain a performance-driven culture through clear accountability, operational cadence, and leadership development.
• Demonstrate transformational leadership experience managing large, cross-functional operations in telecom delivery and construction-driven environments.
• Apply expertise in KPI development and operational analytics to improve delivery speed, cost efficiency, and customer experience.
• Leverage 15+ years of leadership experience in telecom or infrastructure-heavy operational environments to mentor leaders, develop future talent, and institutionalize best practices.

JOB QUALIFICATIONS AND REQUIREMENTS:

• Bachelor of Science in Engineering or similar field (or comparable experience/education).
• Telecom operations experience required; fiber service delivery, construction, or operations experience strongly preferred.
• ITIL familiarity preferred; delivery-focused operational certifications a plus.
• Proficiency with MS Office Suite, especially Excel, and enterprise workflow / delivery platforms (Pega, OFSC, ServiceNow, Remedy, or similar).
• Must be legally authorized to work in the U.S.

ADDITIONAL JOB REQUIREMENTS:

• Proven experience leading large operational teams across Service Delivery, provisioning, installation, or operations-adjacent functions.
• Strong executive leadership presence with ability to present delivery performance, risks, and mitigation plans to senior leadership and investors.
• Deep understanding of order-to-activate delivery models, construction dependencies, and partner-based execution.
• Exceptional organizational skills and ability to operate in fast-paced, high-stakes, growth-oriented environments.
• Strong customer-facing communication skills with ability to translate delivery risks and delays into business, revenue, and margin impacts.
• Capacity to train, mentor, and guide both junior and senior leaders.
• Ability to analyze performance data, identify systemic process gaps, and implement measurable, sustainable improvements.
• Available to travel for training or as needed.

Join us and find out what it means to love your career!

At Metronet, we are committed to delivering cutting-edge technology combined with exceptional customer care. Our 100% fiber-optic technology ensures that we provide our customers with some of the fastest internet speeds in the world. As industry leaders in fiber-to-the-premise TV, voice, and internet services, we’re not just focused on expanding our networks—we’re focused on enriching the lives of those we serve.

We value our associates because they are the cornerstone of our success. By joining the Metronet family, you’re stepping into a rewarding career in technology with a company dedicated to your growth and success. We’re in it to win it, and a key part of our strategy is to strengthen our business-to-business technology sales team with talented and hard-working individuals who aspire to be the next generation of technology leaders.

Recognized as one of the Best Places to Work, we offer a competitive total compensation package, including 80% of medical premiums paid by the company, company-paid disability and life insurance, and a 401(k)-company match with immediate vesting. Plus, enjoy discounted services within our coverage areas and thrive in a locally owned, friendly, and fun atmosphere.

Discover more with Metronet — a company where your success builds stronger communities, and your future is limitless.

Metronet is an equal opportunity employer. We will not discriminate against any applicant or employee on the basis of sexual orientation, gender identity, race, gender, religion, age, national origin, color, disability, or veteran status. EOE/Minority/Female/Disabled/Veteran

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