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.

• 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.

• 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.

• 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…