Manager, Global Service Delivery Team

Who We Are:

At Bandwidth, your music matters when you are part of the BAND. We celebrate differences and encourage BANDmates to be their authentic selves. #jointheband

What We Are Looking For:

The Global Service Delivery team is dedicated to providing a world-class end-to-end customer experience across Bandwidths products and services. As the Manager of the Global Service Delivery team, you will transform the team from a reactive support function into a proactive, consultative partner that anticipates customer needs and drives adoption and value realization. You will work cross-functionally with Sales, Product, and Operations to influence account strategy, advocate for customer interests, and support Bandwidths broader evolution from a telecommunications company to a leading software platform provider.

As a key leader, the Manager also plays a critical role in developing talent, scaling processes, and advocating for customer needs at a departmental level.

What You'll Do:

• Lead, coach, and mentor a team of Service Delivery Managers to deliver world-class service, customer satisfaction, and measurable business outcomes. Foster a culture of accountability, professional development, and proactive engagement.
• Evolve the Service Delivery approach from reactive problem-solving to proactive, consultative customer partnershipempowering the team to anticipate customer challenges and identify opportunities to accelerate success.
• Conduct regular coaching sessions and performance reviews, fostering a culture of professional development, accountability, and operational excellence.
• Partner cross-functionally with Sales, Product, and Operations to align on customer account strategies, promote seamless coordination, and drive adoption of Bandwidths platform and services.
• Monitor team performance through KPIs and metrics, identifying trends and developing action plans to improve efficiency, customer satisfaction, and retention.
• Act as an escalation point for complex or high-visibility customer issues, ensuring timely resolution and appropriate internal visibility.
• Standardize and optimize processes across the Service Delivery team through playbooks, best practices, and operational frameworks to promote efficiency and scalability.
• Use customer feedback and team insight to identify product improvements, process refinements, and strategic opportunities for innovation across Customer Success.
• Contribute to the teams transformation initiatives, championing Bandwidths shift from a traditional telecom service model to a proactive, software-driven customer engagement experience.
• Participate in strategic customer business reviews and key account discussions to represent the Service Delivery team, providing insights on operational performance, service improvements, and opportunities to enhance customer outcomes.
• May be required to participate in or oversee after-hours response during major customer-impacting events.
• Occasional domestic and (potentially) international travel required for customer or team engagements.

What You Need:

• Education:
  • 4-year college degree required.
• Experience:
  • 5+ years of experience in customer-facing account management, service delivery, or program management roles. 2+ years of experience managing or leading a customer-facing team.
  • Proven ability to influence C-Level stakeholders and manage strategic accounts with significant revenue impact.
• Knowledge:
  • Strong understanding of program management, VoIP, routing, Local Number Portability (LNP), and enterprise account management. Knowledge of operational frameworks, performance metrics, and customer success methodologies.
• Skills:
  • Demonstrated leadership skills, including coaching, mentoring, and team development.
  • Strong project management and problem-solving skills.
  • Excellent communication and executive presentation abilities.
  • Experience in managing complex and challenging relationships, technical project management, API and basic software development, Project Tracking Software (Jira), CRM (Salesforce), Microsoft Excel, PowerPoint, Customer Ticketing Platforms (Zendesk, Intercom).

Bonus Points:

• Education:
  • Post-graduate qualifications
• Experience:
  • The candidate would demonstrate a strong history of customer management and support within numerous global locations.
  • 5+ years of strongly demonstrated customer support, ideally with wholesale/enterprise accounts, and specifically in Telecommunications.
  • Familiarity with scaling service delivery in a global organization.
• Knowledge:
  • Knowledge of VoIP, SaaS and UCaaS preferred.
  • The ideal candidate will demonstrate an understanding of VoIP technology and terminology.
  • Familiarity with scaling service delivery in a global organization.

The Whole Person Promise:

At Bandwidth, were pretty proud of our corporate culture, which is rooted in our Whole Person Promise. We promise all employees that they can have meaningful work AND a full life, and we provide a work environment geared toward enriching your body, mind, and spirit. How do we do that? Well

• 100% company-paid Medical, Vision, & Dental coverage for you and your family with low deductibles and low out-of-pocket expenses.
• All new hires receive four weeks of PTO.
• PTO Embargo. When you take time off (of any kind!) youre embargoed from working. Bandmates and managers are not allowed to interrupt your PTO not even with email.
• Additional PTO can be earned throughout the year through volunteer hours and Bandwidth challenges.
• Mahalo moments program grants additional time off for lifes most important moments like graduations, buying a first home, getting married, wedding anniversaries (every five years), and the birth of a grandchild.
• 90-Minute Workout Lunches and unlimited meetings with our very own nutritionist.