Director, Service Delivery

Job Description: Director, Service Delivery

Position Title: Director, Service Delivery

Location: Atlanta, GA (preferred) Reports To: Chief Operations Officer (COO)

Employment Type: Full-Time

Accelecom is a leading provider of high-speed fiber optic network solutions, delivering reliable, high-performance connectivity to enterprise, government, and industrial customers across Georgia, Kentucky, and the broader Southeast. As we grow, the experience our customers have from the moment they sign to the moment their service goes live is a competitive differentiator — and the Service Delivery organization makes that experience happen.

The Opportunity

We’re seeking a Director, Service Delivery to lead the team that turns signed orders into activated, revenue-generating service. You’ll own the end-to-end order-to-billing lifecycle — from order acceptance through design, construction, activation, and billing start — while building a high-performing, customer-obsessed delivery organization. It’s a senior, cross-functional role with direct influence on customer satisfaction, time-to-revenue, and operational excellence.

What You’ll Do

• Lead and develop the Service Delivery organization, setting strategy, standards, and performance targets.
• Oversee the end-to-end delivery pipeline: order acceptance, service activation, QA/QC, and billing start.
• Own provisioning of all customer and network orders, including moves, adds, changes, and disconnects (MACD).
• Drive critical-date management and clear, proactive customer status reporting throughout each order.
• Administer new-service capital (capex) projects and manage monthly install budget projections.
• Partner across Network Engineering & Planning, OSP Construction, the NOC, and Sales to deliver on time and on budget.
• Ensure clean closeout and accurate records across the systems of record (3GIS, Site Tracker) and timely billing start.

How Success is Measured

You’ll be measured on the metrics that matter most to delivery: installed revenue (MRR + MAR), on-time delivery against Firm Order Commitments (FOC), on-net / off-net / build-required delivery intervals.