Manager Service Delivery

Location: 

Bethpage, NY, US, 11714

Brand:  Lightpath
Requisition #:  569

Lightpath is one of the largest competitive local exchange carriers in the tri-state area. We own and operate our infrastructure "from the ground up" by deploying over 20,000 route miles connecting 13,500 on-net/LIT buildings, With a strong portfolio of cutting edge solutions for Internet, WAN, Voice, SD-WAN, Security & Cloud services, we enable Enterprise customers of all sizes the ability to react to new challenges while developing best practices for the future. With Lightpath’s continued focus on network excellence and a “customer first” service commitment, we are building a workforce of the best talent that will meet the needs of our customers and reflect the diverse communities we serve.

Job Summary

 

The Service Delivery Project Management - Manager will manage a project team of project managers and be responsible for all aspects of Service Delivery and Fulfillment for key customer projects and programs.   The Service Delivery Project Management - Manager will be responsible to facilitate and manage the customer’s overall order fulfillment experience; from order entry through service installation including test & turn up.  Responsible for overseeing department operations, ensuring everything is running smoothly and that all customers receive optimal services. The Service Delivery Project Management - Manager is a strong leader, responsible for streamlining fulfillment process, while setting goals and policy.  The Service Delivery Project Management - Manager is capable of handling multiple, concurrent, programs with a proven track record of success.  In addition, the Service Delivery Project Management - Manager will be responsible for issue mitigation, SOX Compliance, Meeting all established SLOs, SLAs, and KPIs, Building strong customer relationship and managing budgets.

 

Responsibilities

 

  •  Professional customer presentations, status updates, project plans, face-to-face meetings that can be led with customer executives, internal executives, etc..
  •  Manage project teams across multiple customer programs/projects
  •  Agile – Capacity to thrive in continuous learning and improvement organizational culture.
  •  Proven history of effective leadership.  Sets direction for team and drives effective team performance consistent with organization’s mission. 
  • Technical understanding of all products delivered to customer and to provide technical advice on solutions and contingency planning when necessary. 
  • Ability to consistently analyze workflow and identify areas for project compression, solutions, and contingencies.
  • Ensures alignment to the enterprise service management processes for Change Management, Incident management, Problem Management and Service Request Fulfillment processes, ensuring appropriate governance procedures are in place
  • Negotiate with internal and external stakeholders project deliverables in an efficient, effective manner.  Basic ability to persuade internal & external customers and vendors. 
  • Stewardship reporting for internal & external leadership.
  • Strong understanding of industry & organizational SLO/SLA’s, as well as track record of meet established KPIs.
  • Manage capacity planning to ensure efficient and effective resourcing to deliver the quality services
  • On-time, On-budget attainment across all programs and projects.

Qualifications

 

  • Minimum 10 years of leadership experience
  • College degree (preferred) or relevant experience 
  • Ability to travel

 

 

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.


Nearest Major Market: Long Island
Nearest Secondary Market: New York CIty