Service Delivery & Customer Enablement Lead

Aura helps organizations modernize communications by bringing voice, collaboration, and customer experience together through Microsoft Teams. The Service Delivery & Customer Enablement Lead owns the customer lifecycle from sales handover through implementation, go-live, billing handoff, and ongoing service delivery, while leading PMO, onboarding, enablement, technical validation, process improvement, and customer engagement.

Responsibilities:

• Own the PMO function across all service delivery engagements, ensuring project structure, documentation and governance standards are followed
• Oversee active project timelines, resource assignments, deliverables and task tracking across strategic accounts
• Coordinate cross-functional delivery of major strategic customer projects, aligning internal teams, partners and technical resources
• Lead resolution of escalations and delivery risks during active engagements, keeping communication paths and actions clear
• Manage time tracking compliance in Timeneye, ensuring accurate project level tracking and visibility into utilization
• Track service delivery objects across all customer engagements through to accurate completion and clean handoff to Finance and Support
• Lead and manage onboarding workflows for customers and partners, including service readiness, provisioning and number porting coordination
• Act as the primary contact for porting requests and number management, owning accurate submission, carrier liaison, tracking and stakeholder communication
• Own the end-to-end enablement process, creating and maintaining onboarding documentation, walkthroughs and scalable customer facing playbooks in the Knowledge Base
• Maintain onboarding intake forms and checklists, driving process adoption across Customer Success, Support and Delivery
• Stay with the account after Go Live: service reviews, adoption checks, and early warning to Sales and leadership on service risk or renewal exposure
• Work with Sales, PMO and Engineering to validate sold solutions and ensure accurate Aura Connect and Avaya setup and billing configuration
• Track and reconcile project records in Aura Connect and Avaya against sold solutions and billing data, escalating misalignments to the right stakeholders
• Partner with Finance and PMO to resolve billing discrepancies tied to go lives, raising formal change orders where quantities delivered differ from quantities sold
• Define, document and continuously improve delivery processes, intake workflows, escalation protocols and handoff structures
• Own the creation and maintenance of internal delivery documentation and knowledge management resources
• Identify and implement automation across onboarding, enablement, delivery and billing related workflows
• Onboard and coach new and junior team members, fostering a performance-oriented delivery culture

Requirements:

• Given the structure of the organisation, and the lean engineering team, the successful candidate must possess strong technical capability and be comfortable working independently
• UCaaS and telephony understanding at a project management level: SIP, DIDs and number management, dial plans, call flows, hunt groups, E911 obligations and MACDs
• Number porting end to end: LOAs, CSRs, FOC dates, carrier submission, rejection reasons, port certification and cutover. Able to deal with a carrier directly and clear a rejected port without escalating
• High-level technical understanding of networking and Microsoft teams environments to a project management level
• Systems and data: HubSpot, a PSA or time tracking tool such as Timeneye, and ticketing. Able to build reports, reconcile data across systems and find the discrepancies without being told where to look
• Automation: comfortable building workflows, templates and integrations using native automation tools, Power Automate, Zapier or light scripting and API work
• Able to read an SOW and a solution design, understand what was sold, and challenge it if required
• 5+ years running technical delivery in UCaaS, telco or MSP - service delivery, implementation or technical customer success
• Owns delivery end to end; sold solution, through go-live to billing handoff. No handholding, no dropped batons
• A completer-finisher. Chases the last 10% when nobody's watching
• Operates independently. Decides, moves, and tells you afterwards
• The most technical person on the customer call, and comfortable being it
• Customer-facing confidence - can hold a difficult conversation with a frustrated client and keep them
• Writes well. Documentation is part of the job, not an afterthought
• Builds process where none exists, rather than asking for one
• Candidates must currently reside in the United States and be authorised to work in the U.S. at the time of application
• Background in an MSP, telco or UCaaS provider operating as a small team
• Networking fundamentals: LAN and WAN, DHCP, DNS, NAT, firewall rules, VLANs, QoS for voice and VPN, and how each affects call quality. Able to run the first pass on a jitter, latency or packet loss issue and produce evidence before engaging Engineering
• Microsoft 365 and Entra ID administration at working level, including Teams where it touches voice