IT Manager, Order Fulfillment

At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South.

Backed by funds managed by Apollo Global Management, our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience.  

Be a part of the team that will make this vision a reality….designing and building a world class fiber network and creating a customer experience second to none.

Check us out on the web!  

The IT Manager – Order Fulfillment leads the design, delivery, and operation of Brightspeed’s end-to-end order fulfillment and provisioning platforms across enterprise and wholesale services. This role owns the technology and workflows that activate customer services—from order capture through network provisioning and service turn-up—ensuring accuracy, speed, and revenue realization across FTTP, Ethernet, SDWAN, and TDM products.

 

Key Responsibilities

• Lead the design, implementation, and ongoing optimization of order fulfillment, provisioning, and activation workflows across enterprise and wholesale services.
• Own network inventory and circuit assignment models across Layers 1, 2, and 3, including physical and logical resource management.
• Oversee ServiceNow Flow Designer solutions supporting order orchestration, provisioning, and fulfillment automation.
• Partner with Product, Network Engineering, Operations, and Vendors to translate business requirements into scalable, resilient fulfillment solutions.
• Drive end-to-end delivery across the SDLC including requirements, architecture, design, development, testing, deployment, and production support.
• Provide hands-on technical leadership for complex issues including development, debugging, performance tuning, and production incident resolution.
• Define and maintain enterprise architecture, integration patterns, and technical standards for OSS/BSS order fulfillment platforms.
• Review, document, and publish solution architecture, interfaces, and technical designs.
• Track and manage KPIs and OKRs related to order cycle time, provisioning accuracy, fallout, and service activation performance.
• Produce operational and executive reporting on order fulfillment health, delivery risks, and improvement opportunities.
• Lead and develop a team of engineers through coaching, performance management, and technical mentorship.
• Influence and align cross-functional stakeholders and vendors to ensure delivery of complex, multi-vendor solutions.

Education & Experience

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related field, or equivalent practical experience.
• 8+ years of experience in software development, OSS/BSS platforms, or network provisioning systems.
• 3+ years of experience designing and implementing ServiceNow Flow Designer solutions.
• 3+ years of experience automating Ethernet, TDM, and optical inventory, provisioning, and activation processes.
• 3+ years of experience in fiber and copper inventory management, FTTP provisioning, and service activation.
• Experience leading teams through the full software development lifecycle.

 

Skills & Competencies

• Deep understanding of telecom order fulfillment, network inventory, and service provisioning architectures.
• Strong expertise in Java / J2EE and enterprise integration patterns.
• Experience with ServiceNow Flow Designer, workflow orchestration, and automation.
• Knowledge of Layer 1, 2, and 3 network modeling and circuit design.
• Ability to design scalable, fault-tolerant OSS/BSS architectures in a multi-vendor environment.
• Strong analytical, troubleshooting, and performance optimization skills.
• Ability to communicate technical concepts clearly to business and executive stakeholders.
• Proven leadership, collaboration, and stakeholder management skills.
• Fluent in English (written and spoken).

 

Preferred Qualifications

• Experience with cloud platforms such as AWS, Azure, or GCP.
• Experience with graph databases for network modeling (e.g., Neo4j).
• Background in large-scale telecommunications or network service providers.

Physical Demands & Work Conditions

• Primarily remote or office-based role requiring prolonged use of a computer and standard office equipment.
• Minimal physical demands; no routine lifting or manual labor required.
• May require occasional after-hours, weekend, or on-call support during major releases, outages, or service cutovers.   

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WHY JOIN US?

We aspire to contemporary ways of working.

Recognized as a Top Workplace by the Charlotte Observer, Brightspeed HQ is located on the 7th floor of the new Vantage South End - East Tower in Charlotte, NC. We prioritize hiring talent in the Charlotte area, whenever possible, to make it a truly vibrant destination for our hybrid workforce. At Brightspeed, we have roles that are designated as remote, hybrid, office or field-based, depending on the position, business needs and individual circumstances. We also invest in technology that enables our entire team to stay connected. Why? Because Brightspeed recognizes the value of finding the best talent for the job, wherever they may be.

We offer competitive compensation and comprehensive benefits.

Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health. Brightspeed offers a comprehensive benefit program, including competitive medical, dental, vision, and life insurance; an employee assistance program; a 401K plan with company match and a host of voluntary benefits. 

Inclusion and belonging are at the center of our grounding belief in Being Real. 

When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us be fierce advocates for more accessible, inclusive and high-quality internet, because we believe doing so promotes equity in the communities we serve.

Brightspeed is an Equal Opportunity Employer that is committed to inclusion of all qualified individuals, including individuals with a disability/veterans. If you require reasonable accommodation to complete a job application or to otherwise participate in the hiring process, please contact [email protected] to initiate the accommodations process. 

For all applicants, please take a moment to review our Privacy Notices:  

• Brightspeed’s Privacy Notice for California Residents
• Brightspeed’s Privacy Notice