Enterprise Service Delivery Manager (Telecom – B2B)

Gratitude Inc

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9 hours ago

Enterprise Service Delivery Manager (Telecom – B2B)

6-8 Year(s)

Chennai

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Job Description

Key Skills

Strong background in Lead-to-Activate, order fulfilment, customer delivery and service activation operations. Experience managing standard, complex, multi-site and strategic enterprise customer deliveries. Proven ability to coordinate across sales, presales, engineering, planning, suppliers, field teams, billing and support functions.

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Profile:

Build and run a Telco B2B Lead-to-Activate delivery service that improves first-time-right order quality,
Supplier coordination, delivery predictability, customer experience and billing-ready activation across
complex enterprises, wholesale and standard delivery journeys.

Key Accountabilities by Function

Professional Services & Customer Engineering
 Focus: Solution quality before order entry
 Own customer engineering intake, feasibility and solution routing
 Validate product fit, access readiness, technical dependencies and quote/order readiness
 Support presales, proposal, bespoke solution design and customer-specific requirements
 Standardize templates, reusable designs and automation-led checks
 Outcome: Fewer upstream errors, reduced rework and faster quote-to-order conversion.
Customer & Service Demand Management
 Focus: Demand control, vendor governance and delivery assurance
 Prioritize B2B demand by customer value, complexity, SLA and capacity
 Govern Sales-to-Delivery handoff with complete customer, contract, site and technical data
 Manage vendor, Supplier, access partner and other dependencies
 Drive delivery assurance, jeopardy management, SLA tracking and risk mitigation
 Lead systems transformation and workflow automation across CRM/OSS/delivery tools
 Outcome: Better control of Supplier dependencies, ageing orders and delivery risks.
Customer Delivery & Delivery Management
 Focus: End-to-end order execution and customer experience
 Own lifecycle from order acceptance to service activation and billing readiness
 Manage standard, complex, multi-site and portfolio-based customer deliveries
 Coordinate across sales, engineering, planning, field, Supplier, billing and support
 Provide single-point delivery accountability for strategic B2B customers
 Track milestones, escalations, customer updates, acceptance and service handover
 Outcome: Improved delivery predictability, customer visibility and activation success.
Technical Services
 Focus: Planning, provisioning and technical readiness
 Translate approved orders into network designs, circuits and provisioning instructions
 Manage core planning, access planning, capacity validation and last-mile feasibility
 Resolve design issues, access constraints, capacity gaps and provisioning blockers
 Coordinate with network, field, other and external Supplier teams
 Outcome: Reduced access delays, design errors and downstream provisioning fallout.
Standard Delivery Services
 Focus: Order control tower, fixed data and support hub
 Manage standard order operations, backlog, ageing and SLA tracking
 Own fixed data, inventory accuracy and service data quality
 Operate central Support Hub for escalations, fallout resolution and reporting
 Drive RCA, performance insights, continuous improvement and automation enablement
 Outcome: Stronger data quality, operational visibility and faster issue resolution.

Relevant Experience – 6-8 years
Strong background in Lead-to-Activate, order fulfilment, customer delivery and service activation
operations.
Experience managing standard, complex, multi-site and strategic enterprise customer deliveries.
Proven ability to coordinate across sales, presales, engineering, planning, suppliers, field teams, billing
and support functions.

Experience in vendor/OLO governance, SLA management, escalation handling and jeopardy
management.
Strong capability in milestone tracking, backlog management, ageing order control and delivery
reporting.
Customer-facing experience in managing delivery updates, risks, expectations, acceptance and service
handover.
Ability to drive process improvement, RCA, automation opportunities and operational governance.

Ex TCS Employees can’t apply
PAN and DOB are required for profile creation

Role

Customer Delivery Manager

Timings

Day Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Functional Area

ITES / BPO / Customer Service

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Chidera Emmanuella Ijeomah

Recruiter - Gratitude Inc

NA, nigeria

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