Job Description

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.

Key Responsibilities

Service Delivery and Project Management

• 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.

Process Improvement and Operational Excellence

• 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.

Qualifications

• Bachelors 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 Lightcurves 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, ServiceNow, JIRA, or equivalent).
• Valid drivers license and satisfactory driving record.
• Ability to pass standard background checks and screenings.

Preferred, but not required

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

What do our employees love about Lightcurve?

• 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

Location, Physical & Work Requirements

• Must be able to report on-site daily to a designated Lightcurve office.
• Must be able to perform extended periods of time sitting/standing, typing, and viewing computer screens.
• Willingness to work flexible hours, including evenings or weekends to meet important deadlines when required.

Compensation

• This full-time position pays $90,000 to $105,000 annually
• Reimbursable mileage/travel between offices as needed
• Medical, Dental and Vision insurance
• Optional supplemental insurance programs
• 401K w/ Employer match
• Access to Employee Assistance Programs
• Paid Holidays
• 4 weeks per year Paid Time Off (prorated & accrued)

If you are interested in this role, please email hr@getlightcurve.com and reference Business Service Delivery Project Manager in the subject line.

Lightcurve is an Equal Opportunity Employer committed to diversity and inclusion in the workplace.

About Lightcurve

Headquartered in Tacoma, WA, Lightcurve is a local leader in delivering high-speed internet and digital connectivity solutions to communities throughout Washington State. With a commitment to provide innovative and reliable broadband services delivered with a focus on excellent customer service, Lightcurve is dedicated to connecting people, supporting community growth, and building networks that fuel our local economies.

In 2023 Palisade Infrastructure (Palisade) closed on a transaction to acquire Rainier Connect, forming Lightcurve. In 2024 Lightcurve closed on a transaction acquiring the Washington state operations of Consolidated Communications. Since then, Lightcurve has announced plans to deploy fiber optic broadband in several communities. These investments will allow Lightcurve to rapidly invest in modern fiber?optic broadband networks in both existing markets as well as in several expansion markets, bringing the latest in high?speed reliable broadband solutions to its communities.

By Mail: Resumes & Cover Letters can be mailed to:

By E-mail: Resumes & Cover Letter can be e?mailed to:

Lightcurve, a division of Mashell Telecom, Inc. is a 101 year old telecommunications service provider that is strongly committed to customer service, value, and innovative products & services. We offer voice, data, internet and cable television services to residential and business customers in Eatonville, Graham, the South Hill of Puyallup, Tacoma and Centralia. We also offer business telephone systems, installation, training and maintenance.

Lightcurve is a 5th generation owned and operated company and as a registered Public Utility is required to be held to a higher standard than our competitors.

Lightcurve is an Equal Opportunity Employer.

Mashell Telecom, Inc. d/b/a Lightcurve is an equal opportunity employer. We do not discriminate against persons because of their age, sex, race, color, religious creed, ancestry, national origin, genetic information, or any disability which can be reasonably accommodated, in determining suitability for employment, compensation, promotion, transfers, training, education, social and recreational programs, or termination.

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