Service Delivery Manager

Position: Service Delivery Manager - Tier 2

Location: Onsite in San Diego, CA

Duration: 2 year contract with potential extensions

Pay: $32-$36/hour. Exact compensation may vary based on several factors, including skills, experience, and education.

We are seeking a Service Delivery Manager with hands-on experience supporting network and voice services. This role will focus on troubleshooting service issues, supporting critical activations, coordinating with internal teams and vendors, and ensuring reliable service delivery.

The ideal candidate has a strong foundation in networking and voice technologies, including Microsoft Teams Voice, along with experience working in ServiceNow. You do not need an extensive telecommunications background. We are looking for someone with strong technical fundamentals, customer service skills, critical thinking, and the ability to solve problems in a fast-paced environment.

Key Responsibilities

• Troubleshoot network and voice-related issues, provide technical support, and resolve Tier 2 incidents.
• Coordinate root cause analysis and service restoration for network and telecommunications issues.
• Monitor network performance, alarms, and KPIs to identify and address potential service issues.
• Support network configurations, deployments, service activations, and technical changes.
• Coordinate with cross-functional teams, vendors, business partners, and customers to drive issues through resolution.
• Support implementation of vendor fixes, IT changes, and network design updates.
• Maintain technical and process documentation, configurations, and service-related reporting.
• Review and interpret technical documentation and vendor specifications.

Required Qualifications

• 3+ years of relevant experience in network, voice, service delivery, or technical support environments.
• Hands-on networking experience with the ability to troubleshoot technical issues.
• Experience supporting voice technologies and services.
• Experience with Microsoft Teams Voice.
• Experience using ServiceNow for incident or ticket management.
• Strong troubleshooting, critical-thinking, and problem-solving skills.
• Strong customer service and communication skills.
• Ability to coordinate effectively across technical teams, vendors, and business stakeholders.

Ideal Profile

• Approximately 5 years of relevant experience is preferred.
• Experience supporting network or voice service activations.
• Experience with incident management and root cause analysis.
• Exposure to telecommunications environments is beneficial, though not required.
• Comfortable learning a complex technical environment and working within established operational processes.

Compensation:

$32/hour to $36/hour. Exact compensation may vary based on several factors, including skills, experience, and education.

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.