Project Manager 3

Comcast Business offers a suite of Connectivity, Communications, Networking, Cybersecurity, Wireless, and Managed Solutions to help global organizations of all sizes prepare for what’s next. Powered by the nation’s largest Gig-speed broadband network and backed by 24/7 customer support, Comcast Business is the nation’s largest technology provider to small businesses and one of the leading service providers to the Enterprise market. Comcast Business has been consistently recognized by industry analysts and associations as a leader and innovator, and one of the fastest growing providers of Ethernet services.

Job Summary

Role Summary
The Senior Technical Program Manager (TPM) leads missioncritical, crossfunctional programs that deliver complex telecommunications solutions for enterprise customers—owning outcomes from onboarding and initial activation through ongoing service lifecycle and continuous improvement. The TPM blends deep domain expertise in IP networking, SDWAN/SASE, MPLS, CyberSecurity, VoIP/UC, and SIP with disciplined program leadership, customer advocacy, and ITILbased service management to ensure contractual SLAs/SLOs, performance KPIs, and business goals are consistently achieved.

Job Description

What You’ll Do 

1) Customer Onboarding Programs (EndtoEnd Ownership) 

• Own the program to onboard new customers, from technical discovery and design alignment to provisioning, pilot, cutover, and stabilization, ensuring scope, schedules, and risks are transparent and managed. 
• Build and execute onboarding playbooks (RACI, readiness reviews, risk registers, stakeholder comms), coordinating internal engineering, provisioning, voice/security specialists, field ops, and thirdparty vendors. 
• Align onboarding change windows and client changecontrol requirements; socialize maintenance events that could impact milestones and SLAs. 
• Establish earlylife support (ELS) metrics and acceptance criteria; drive proactive issue resolution to achieve timetovalue targets. 

2) Account Lifecycle & Customer Advocacy 

• Serve as the primary technical point of contact across the customer lifecycle (postsales through operations), orchestrating break/fix, RCA, and service optimization with internal teams and partners. 
• Run a disciplined business cadence—daily/weekly working sessions, MBRs and QBRs with KPI readouts, trend analyses, and improvement plans. 
• Lead strategic service reviews and governance to improve network health, availability, and customer outcomes over time. 

3) Program & Portfolio Leadership 

• Lead multitrack programs across networking, voice, and cybersecurity platforms; define scope, critical path, dependency mapping, risk mitigation, and executive comms using MS Project, Jira, Smartsheet. 
• Coordinate NOC, ECC, XOC, Regional Tech Ops, Sales, NETO, and Engineering to expedite resolution and maintain SLA/SLO adherence. 
• Govern complex refreshes, migrations, and vendor integrations with clear success criteria and go/nogo discipline. 

4) ITILBased Service Operations 

• Incident Management: Lead major incidents (incl. “Code Red”), communications, technical triage, and RCAs through closure. 
• Change & Release Management: Enforce rigorous change control for design/config/migration/upgrade activities, and coordinate release execution with engineering. 
• Problem, Availability, Capacity & Service Level Management: Drive structural fixes, availability targets, capacity planning, KPI reporting, and SLA governance with an ongoing cadence. 
• Configuration Management: Maintain goldenconfig standards and drift audits; ensure inventory and adds/changes follow policy. 
• Risk & Continuity: Own risk registers, failover testing, inventory/spares SLAs, and continuity exercises. 

5) Technical Leadership & Solution Assurance 

• Provide technical thought leadership during design validation and implementation across MPLS, Hybrid WAN/SDWAN, SASE, segmentation, QoS, BGP/OSPF, NAT, and highavailability architectures. 
• Oversee voice/UC so