Business Service Delivery Project Manager

Business Service Delivery Project Manager Position Summary

The Business Service Delivery Project Manager is responsible for leading the end-to-end delivery of telecommunications services for business customers, from order submission through service activation and operational handoff. This role acts as the central point of coordination between business customers and internal teams, ensuring projects are executed on time, within scope, and to defined quality standards.

The Business Service Delivery Project Manager also partners with Sales, Engineering, Provisioning, Operations, and Support teams to deliver complex business solutions, such as dedicated internet, Ethernet, VoIP, SIP, DS‑WAN, and large MDU installations. Success in this position requires strong project management discipline, business acumen, and the ability to lead cross-functional teams through influence to deliver an exceptional customer experience.

• Manage the full-service delivery lifecycle for assigned business customer projects, ensuring timely and accurate service activation in alignment with contractual commitments and SLAs.
• Coordinate with Sales, Engineering, Construction, Provisioning, Operations, and Field Technicians to define project scope, set milestones, and manage deliverables.
• Develop and maintain detailed project plans, identifying dependencies, risks, and mitigation strategies.
• Serve as the primary customer contact throughout implementation phase, setting expectations, providing regular status updates, and maintaining clear communications.
• Conduct post-activation handoffs to Support and Billing teams to ensure seamless transition to ongoing service.

• Identify and implement opportunities for process improvement and automation within the service delivery workflow to enhance efficiency and reduce lead times.
• Develop, analyze, and distribute reports on key service delivery metrics (KPIs), such as order cycle time, on-time delivery rate, and order rejection rates.
• Manage and resolve order-to-activate issues and escalations, performing root cause analysis to prevent recurrence.
• Support efforts to streamline internal coordination and improve system accuracy across Customer Relationship Management (CRM), provisioning, and network management tools.
• Facilitate technical and operational discussions between the customer and internal engineering teams as needed during the implementation process.
• Conduct service handover sessions upon activation, ensuring the customer is properly introduced to the technical support and billing teams.
• Gather customer feedback on the delivery experience and work with management to drive continuous improvement.

• Bachelor’s degree in Business Administration, Telecommunications, Information Technology, or related field (or equivalent practical experience).
• 3+ years of experience in a service delivery, project management, or order management within the telecommunications industry.
• Strong knowledge of telecommunication services and technology (e.g., Ethernet, Fiber, T1/E1, VoIP, SIP, SD‑WAN), including familiarity with telecommunications billing, provisioning and service inventory systems.
• Demonstrated ability to manage multiple complex projects simultaneously and deliver under tight deadlines.
• Strong leadership skills that reflect Lightcurve’s Purpose and Core Values.
• Exceptional written and verbal communication skills, including the ability to communicate technical details to non-technical stakeholders.
• Proficiency with CRM and project management tools (e.g., Salesforce, Service Now, JIRA, or equivalent).
• Valid driver’s license and satisfactory driving record.
• Ability to pass standard background checks and screenings.

• Certification in Project Management (e.g., PMP, PRINCE2)
• Experience with process improvement methodologies (e.g., Lean, Six Sigma).

• The excitement of a quickly growing and innovative industry
• Constant opportunities to learn and grow as individuals and with a team
• A truly fun and hard-working culture