IT Manager, Order Fulfillment

Role Overview

• 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.

Requirements

• 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.
• Fluent in English (written and spoken).

Tech Stack

• SDLC
• ServiceNow

Benefits

• Health insurance
• 401K plan with company match
• Paid time off
• Employee assistance program
• Competitive medical, dental, and vision insurance