Manager, Global Service Delivery Team

Who We Are:

Bandwidth, a prior “Best of EC” award winner, is a global software company that helps enterprises deliver exceptional experiences through voice, messaging, and emergency services. Reaching 65+ countries and over 90 percent of the global economy, we're the only provider offering an owned communications cloud that delivers advanced automation, AI integrations, global reach, and premium human support. Bandwidth is trusted for mission-critical communications by the Global 2000, hyperscalers, and SaaS builders!

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 Bandwidth’s 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 Bandwidth’s 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 partnership—empowering 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 Bandwidth’s 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 team’s transformation initiatives, championing Bandwidth’s shift from a traditional telecom service model to a proactive, software-driven customer engagement experience.

What You Need:

• 4-year college degree required.
• 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.
• 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.
• 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:

• 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 of VoIP, SaaS and UCaaS preferred.
• Familiarity with scaling service delivery in a global organization.