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.

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.

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.

• 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.

• 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.

• Oversee multiple customer programs and projects simultaneously, ensuring successful delivery.
• Drive project execution while maintaining…