Service Delivery Lead - Lancaster, CA

Location: Lancaster, CA

Location Status: Work will be primarily performed at a designated field worksite location based out of a central Race Communications worksite. Frequent travel to and work from other Race offices or other off-site locations will be required.

Workdays: 5 days x 8 Hours

100% Company-Paid Medical and Dental Benefits

Free Fiber Internet Service

Comp: $24-$29 USD per hour

Who We Are:

We're more than a fiber internet provider, we're your neighbors, committed to connecting California communities since 1994. At Race, relationships matter as much as speed. We combine cutting-edge technology with a genuine, people-first approach that makes every interaction feel personal. Our team operates like family: collaborative, supportive, and dedicated to making a real difference. When you join Race, you're not just accepting a job, you're becoming part of a team that values integrity, celebrates wins together and believes that meaningful work happens when great people connect with great purpose.

Position Impact:

As the Service Delivery Lead, you will play a critical role in overseeing and coordinating service delivery operations, ensuring the successful installation, activation, maintenance, and support of telecommunications services. Your strong technical expertise, leadership skills, and commitment to excellence will drive service quality and customer satisfaction. The Service Delivery Lead is responsible for guiding a team of Service Delivery Technicians and coordinating contractor activities to ensure all service requests, installations, and repairs are completed safely, efficiently, and to the highest quality standards. This role supports 24/7 operations and may require nights, weekends, holidays, overtime, and travel overnight as needed to support emergency response, outage restoration, and urgent maintenance.

Requirements

Qualifications and Experience:

• Eligibility for US Employment without sponsorship

• Minimum of 18 years of age

• High School Diploma or GED or equivalent combination of education and experience is preferred

• A valid driver's license, subject to successful verification through a DMV check, is mandatory

• Proven experience leading service delivery teams and managing field technicians in a telecom or similar environment

• Strong background in installation, activation, and troubleshooting of network or service systems

• Experience coordinating cross-functional teams to meet service level agreements (SLAs) and operational goals

• Demonstrated ability to manage contractors, vendors, and third-party service providers

• Experience working in MDU/HOA environments, including build-outs, activations, and property coordination

• Solid understanding of service operations, workflow prioritization, and dispatch management

• Ability to work nights, weekends, holidays, and overtime, and travel overnight as needed to support emergency response, outage restoration, and urgent maintenance for 24/7 operations

• The ability to effectively communicate in English, including speaking, reading, writing, and comprehension, as necessary for effective job performance and workplace communication

• Bilingual communication skills are considered a plus, particularly when serving diverse communities

Skills:

• Proficient use of MS Office applications including Teams, Word, Excel, and PowerPoint; teleconferencing applications

• Functional use of common office equipment, computers, and office software

Essential Duties and Responsibilities:

Essential Duties and Responsibilities:

Service Delivery Leadership:

• Serve as the primary point of contact for the Service Delivery Technician team

• Lead, coach, and support technicians to ensure efficient service execution

• Provide technical guidance for complex service issues and escalations

Service Operations Management:

• Plan, organize, and prioritize service delivery activities to meet SLAs

• Coordinate with network operations, engineering, customer support, community development and construction teams

• Ensure timely completion of installations, activations, and service requests

MDU/HOA & Contractor Management

• Coordinate and manage contractors performing service delivery work within MDU (Multi-Dwelling Unit) and HOA environments

• Oversee build-out activities, including unit activations, infrastructure readiness, and service turn-ups

• Ensure all contractor work adheres to Race Communications processes, standards, and policies

• Act as the primary liaison between contractors, property management, HOAs, and internal teams

• Monitor contractor performance, quality of work, and adherence to timelines and SLAs

• Conduct quality inspections and enforce corrective actions when standards are not met

• Ensure proper documentation, permitting requirements, and site-specific guidelines are followed

• Support planning and coordination of new MDU/HOA service rollouts

Installation, Activation & Support

• Oversee service installations, activations, and upgrades

• Ensure adherence to company standards, safety protocols, and quality expectations

• Support troubleshooting and resolution of service issues to minimize downtime

Quality Assurance

• Conduct audits and quality checks on completed service work (internal and contractor)

• Ensure service delivery meets company standards and customer expectations

• Drive continuous improvement in service delivery processes

Customer Experience

• Address escalated customer and property management concerns

• Maintain a professional and customer-focused approach

• Partner with customer support teams to improve satisfaction

Equipment Operations and Site Maintenance:

• Operates mechanized equipment such as a bucket truckw and trencher

• Climbs poles up to 40 feet and operates in bucket trucks with 32’ plus ladders

• Manages deployment and removal of traffic control devices to ensure safety in work areas on streets or roadways

• Adheres to and operates within the weight capacity limits specified by manufacturers for equipment and machinery:

o Bucket Truck: 350-pound manufacturers maximum load capacity

o Ladders: 300-pound manufacturers maximum load capacity

Vehicle Maintenance and Travel:

• Maintains vehicle/equipment pre-op/post-op to be prepared to perform required duties

• Maintains a clean driving record as defined by the current fleet insurance underwriter

• Spends a significant portion of the workday traveling in a vehicle visiting various locations and spending time both indoors and outdoors, including businesses and/or residents depending on the nature of the job

• May be required to work overtime, after hours, on weekends, for emergencies, or be on-call as needed to ensure work is completed

Safety Protocols:

• Adheres to safety protocols and guidelines outlined in the Race employee handbook and job description to promote a safe work environment

Additional duties as required.

Benefits

Why Join Our Team:

• Join a tight-knit crew—no faceless corporation vibes here
• Growth potential: promotions and new challenges are part of our DNA
• Competitive base salary
• Comprehensive Benefits Package: 100% company-paid medical and dental insurance (starting the 1st of the month following your start date), PTO (vacation, sick), 11 paid holidays, paid birthdays, 401k matching (4%)
• Free fiber internet service for all employees living in our service area
• A culture built on integrity, mutual respect, and a shared purpose

Call to Action:

Let's chat. If you're ready to move forward, click "Apply" below, our team can't wait to meet you.