VP of Service Delivery

Job Title: VP of Service Delivery Location: Various / Hybrid Reports to: COO About Us Zentro is one of the largest independent internet service providers focused exclusively on multi-dwelling units (MDUs) in the United States. Following our recent merger with BAI Connect, Zentro now serves over 100,000 subscribers across key markets including Chicago, Los Angeles, Atlanta, and Detroit. We specialize in delivering exclusive building wide internet and managed Wi-Fi solutions purpose-built for apartment communities, high-rises, and mixed-use developments. Our fully owned network infrastructure, resident-first support model, and tailored technology stack enable us to offer a refreshingly different alternative to legacy providers—one rooted in simplicity, reliability, and satisfaction. As we continue to scale, Zentro remains committed to product innovation, operational excellence, and strong partnerships with national REITs and regional property owners alike. Role Overview The Vice President, Service Delivery is responsible for the overall execution of Zentro's customer delivery organization from Closed/Won through service handoff. This executive provides strategic leadership across Project Delivery, Construction, and other service delivery functions to ensure customer implementations are completed safely, efficiently, on time, and with an exceptional customer experience. This role owns the Service Delivery operating model—how work moves across teams, how priorities and resources are managed, how cross-functional handoffs occur, how performance is measured, and how accountability is maintained. Working through the organization's operational leaders, the Vice President, Service Delivery will establish the vision, structure, and standards necessary to support Zentro's continued growth while driving operational excellence across the customer delivery lifecycle. Primary Duties & Responsibilities Organizational Leadership Lead the Service Delivery organization through its operational leaders, including the Director of Construction, Director of Project Delivery, and other leaders as assigned. Establish the vision, priorities, and operating model for the Service Delivery organization. Develop organizational leaders and build a culture of accountability, ownership, collaboration, and continuous improvement. Ensure alignment across Project Delivery, Construction, Project Coordination, Project Management, and other service delivery functions so the organization operates as one cohesive team. Define organizational ownership, decision-making authority, and cross-functional workflows that support efficient customer delivery. Service Delivery & Project Execution Own the successful delivery of customer implementations from Closed/Won through service handoff. Provide executive oversight of the Project Delivery and Construction organizations to ensure projects are delivered safely, on time, within scope, and in accordance with company standards. Ensure customer commitments, project schedules, documentation, and internal systems remain aligned throughout the delivery lifecycle. Remove organizational barriers that impact execution, customer commitments, or delivery timelines. Drive consistency across all delivery functions while ensuring customers receive a seamless implementation experience. Operational Excellence & Process Improvement Establish and maintain standardized operating procedures, project execution standards, documentation requirements, and performance expectations across the Service Delivery organization. Evaluate operational performance, project outcomes, and customer feedback to identify bottlenecks and improve efficiency. Improve cross-functional processes, eliminate operational inefficiencies, and strengthen collaboration between departments involved in customer delivery. Build scalable processes that support company growth, acquisitions, increasing project volume, and operational consistency. Partner with the Director of Project Delivery to continuously improve project management standards, project coordination processes, operational workflows, and execution consistency across the organization. Portfolio, Capacity & Resource Management Oversee the Service Delivery portfolio, ensuring projects and operational priorities are aligned with business objectives, customer commitments, available resources, and organizational capacity. Lead resource planning, capacity planning, and budget forecasting across the Service Delivery organization. Partner with executive leadership to prioritize strategic initiatives and ensure appropriate operational support. Identify organizational, staffing, or process changes necessary to support future growth and improve execution. Cross-Functional Leadership Serve as the executive leader responsible for aligning Service Delivery with Sales, Engineering, Operations, Product, Customer Support, and other business functions. Establish clear ownership, communication, and accountability across Sales, Project Engineering, Construction, Project Delivery, Operations, Customer Support, and other departments involved in customer delivery. Resolve cross-functional issues affecting project execution, operational performance, or customer experience. Provide executive visibility into delivery performance, project status, resource constraints, organizational priorities, and operational risks. Performance Management Establish KPIs and reporting that measure project execution, customer implementation timelines, operational efficiency, documentation quality, customer outcomes, and organizational performance. Establish performance expectations for organizational leaders and ensure consistent accountability throughout the Service Delivery organization. Use operational data and customer feedback to identify trends, address performance gaps, and drive continuous improvement. Hold leaders accountable for results while developing future leaders within the Service Delivery organization. Provide regular operational reporting and strategic recommendations to the COO and Executive Leadership Team. Skill and Knowledge Qualifications: Education Bachelor's degree in Business Administration, Engineering, Telecommunications, Construction Management, or a related field preferred. PMP, PgMP, Lean Six Sigma, or other relevant professional certifications are preferred but not required. Experience 10+ years of progressive operational leadership experience within telecommunications, ISP, construction, infrastructure, network deployment, or a related industry. Significant experience leading multiple operational functions through directors, managers, and other organizational leaders. Demonstrated success leading multi-level operational organizations through directors, managers, and functional leaders. Experience overseeing complex customer implementations involving multiple internal departments and external stakeholders. Proven success improving operational processes, standardizing execution, and driving accountability across cross-functional teams. Knowledge, Skills & Abilities Strong operational leadership with a demonstrated ability to build high-performing organizations through effective leadership, accountability, and organizational development. Comprehensive understanding of telecommunications infrastructure, Project Management, construction operations, customer implementation, and service delivery. Strong understanding of project execution, operational governance, portfolio prioritization, capacity planning, resource allocation, and performance management. Ability to establish scalable operating models, define organizational ownership, and improve cross-functional execution. Executive presence with the ability to influence, negotiate, and build alignment across technical, operational, and customer-facing organizations. Excellent analytical, organizational, strategic planning, and problem-solving skills. Ability to leverage operational metrics, reporting, and customer feedback to drive decision-making and continuous improvement. Experience with project portfolio management tools, operational systems, and analytics platforms (e.g., Power BI, Tableau) is preferred. What We Offer Competitive base salary of $175,000-$190,000, commensurate with experience, plus annual bonus eligibility. Comprehensive benefits package, including health, dental, and retirement plans. Opportunity to work with a dynamic team in a growing industry. Ongoing training and professional development opportunities. Zentro is an Equal Opportunity Employer; employment with Zentro is governed on the basis of merit, competence and qualifications and will not be influenced in any manner by race, color, religion, gender, national origin/ethnicity, veteran status, disability status, age, sexual orientation, marital status, mental or physical disability or any other legally protected status.