Manager Service Delivery

About Lightpath

Lightpath is building the fiber infrastructure the digital economy depends on - owning, operating, and expanding dense, high-performance networks for enterprises, public institutions, carriers, and cloud innovators. Our all-fiber network supports mission-critical environments, from financial markets and healthcare systems to AI platforms and next-generation cloud architectures. As we expand across the Northeast and into high-growth markets nationwide, we invest ahead of demand - building infrastructure with precision, resilience, and accountability.

To support that growth, we’re building a team of people who take ownership, think long-term, and take pride in tackling complex work with care and integrity. At Lightpath, every role contributes to infrastructure that powers critical systems and real-world outcomes. We look for individuals who value precision, accountability, and collaboration and who want to help build networks, processes, and partnerships that are engineered to last.

Position Summary

The Manager of Service Delivery is responsible for leading a team of Project Managers overseeing all aspects of customer service delivery, order fulfillment, and implementation activities. This leadership role serves as a critical liaison between customers, Sales, Operations, Engineering, and other cross-functional teams to ensure a seamless customer experience from order receipt through service activation.

The Manager will drive operational excellence, resource planning, forecasting, project execution, and customer satisfaction across multiple complex programs and projects. The ideal candidate is a proven people leader with extensive telecommunications experience, exceptional customer relationship skills, and a track record of successfully delivering large-scale initiatives on time and within budget.

Key Success Factors

The successful candidate will demonstrate:

• Strong accountability and ownership of the implementation and fulfillment portfolio.
• A customer-first mindset with urgency in communication and execution.
• Commitment to transparent, proactive communication with both internal and external stakeholders.
• A solutions-oriented approach to problem solving, focused on achieving positive outcomes.
• Exceptional organizational and project planning skills.
• Proven leadership experience coaching, mentoring, and developing high-performing teams.
• The ability to manage multiple concurrent programs and projects in a fast-paced environment.
• A strong sense of ownership and accountability for project success.

Core Responsibilities

Leadership & Team Management

• Lead, mentor, and develop a team of Project Managers responsible for customer implementations and service delivery activities.
• Establish performance expectations and drive accountability across the team.
• Manage resource allocation, forecasting, and capacity planning to ensure efficient and effective execution.
• Foster a culture of continuous improvement, collaboration, and customer focus.
• Drive operational excellence through process improvements, KPI management, and performance reporting.

Customer & Stakeholder Management

• Serve as an executive-level escalation point for customers, vendors, and internal stakeholders.
• Build and maintain strong relationships with customers, sales teams, operational leaders, and vendors.
• Ensure a best-in-class customer experience throughout the service delivery lifecycle.
• Lead customer-facing meetings, business reviews, implementation discussions, and executive presentations.
• Communicate project status, risks, issues, and mitigation plans clearly and effectively.

Project & Program Delivery

• Oversee multiple customer programs and projects simultaneously, ensuring successful delivery.
• Drive project execution while maintaining alignment with scope, schedule, budget, and customer expectations.
• Identify risks, develop mitigation strategies, and proactively resolve issues before they impact project outcomes.
• Evaluate change requests and assess impacts to project scope, timelines, and implementation plans.
• Ensure projects achieve on-time and on-budget completion goals.

Operational Excellence

• Develop and maintain reporting and stewardship programs for executive leadership and customers.
• Analyze workflows and operational processes to identify efficiencies and opportunities for improvement.
• Monitor and drive service level objectives (SLOs), service level agreements (SLAs), and key performance indicators (KPIs).
• Establish governance processes and ensure compliance with organizational standards and objectives.

Technical Leadership

• Maintain a strong understanding of telecommunications products, services, and implementation processes.
• Provide guidance on technical solutions, risk management, and contingency planning.
• Stay informed of industry trends, technologies, and best practices that support organizational goals.
• Collaborate with technical and operational teams to ensure successful delivery solutions.

Required Skills & Competencies

Communication & Relationship Management

• Exceptional verbal, written, and presentation skills.
• Ability to communicate effectively with customer executives, senior leadership, and technical teams.
• Strong negotiation, conflict resolution, and stakeholder management skills.
• Ability to influence outcomes across cross-functional and matrixed organizations.
• Skilled at communicating complex or sensitive information with professionalism and diplomacy.

Leadership & Business Acumen

• Demonstrated success leading high-performing teams.
• Strong decision-making and problem-solving capabilities.
• Proven ability to manage competing priorities in a dynamic environment.
• Results-driven with a focus on customer satisfaction, operational efficiency, and business outcomes.

Project & Operational Management

• Strong understanding of project management methodologies, tools, and best practices.
• Experience managing large-scale customer implementations and fulfillment operations.
• Expertise in forecasting, capacity planning, resource management, and performance measurement.
• Ability to identify and implement process improvements that enhance delivery performance.

Qualifications

• Bachelor's degree preferred; equivalent combination of education and relevant experience will be considered.
• 15+ years of telecommunications industry experience.
• 10+ years of leadership experience managing project management, service delivery, or fulfillment teams.
• Strong knowledge of telecommunications services, order management, and customer implementation processes.
• Extensive experience with project management methodologies and scheduling tools.
• Excellent verbal, written, and presentation skills.
• PMP certification preferred.
• Salesforce experience preferred.
• Netcracker experience preferred.
• Candidates who live local to Lightpath office locations will also be considered. (Bethpage NY, White Plains, NYC, Wakefield MA, Golden CO, Parsippany NJ)

Lightpath is an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law. 

Lightpath collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law.  This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law.

This position is identified as being performed in/or reporting to company operations in New York State. The pay range at the time of posting in the specified locations is $140,000 - $155,000/year. Pay ranges are supplied in compliance with New York State law. Pay is competitive and based on a number of job-related factors, including skills and experience. Some of our featured benefits include medical, dental, vision insurance, yearly bonus program and company matched 401k.