Enterprise Service Delivery Manager (Telecom – B2B)

Gratitude Inc

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2 weeks ago

Enterprise Service Delivery Manager (Telecom – B2B)

6-8 Year(s)

Chennai

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Job Description

Key Skills

Vendor management Stakeholder Management Process Improvement Telecom, order management .Service Delivery B2B experience

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Enterprise Service Delivery Manager – Telecom (B2B)

Location: Chennai
Experience: 6–8 Years

Job Summary

We are looking for an experienced Enterprise Service Delivery Manager with strong expertise in Telecom B2B Lead-to-Activate, order fulfilment, customer delivery and service activation operations.

The role will be responsible for managing end-to-end delivery journeys for enterprise, wholesale and standard customers, ensuring first-time-right order quality, supplier coordination, delivery predictability, customer experience and billing-ready activation.

Key Responsibilities

1. Professional Services & Customer Engineering

Manage customer engineering intake, feasibility and solution routing.
Validate product fit, access readiness, technical dependencies and quote/order readiness.
Support presales, proposal development and bespoke solution design.
Standardize templates, reusable designs and automation-led checks.
Reduce upstream errors, rework and quote-to-order delays.

2. Customer & Service Demand Management

Prioritize B2B demand based on customer value, complexity, SLA and capacity.
Govern Sales-to-Delivery handoffs with complete customer, contract, site and technical information.
Manage suppliers, vendors, access partners and other delivery dependencies.
Drive delivery assurance, jeopardy management, SLA tracking and risk mitigation.
Support systems transformation and workflow automation across CRM/OSS/delivery tools.

3. Customer Delivery & Delivery Management

Own the complete lifecycle from order acceptance through service activation and billing readiness.
Manage standard, complex, multi-site and strategic enterprise customer deliveries.
Coordinate with Sales, Engineering, Planning, Field, Suppliers, Billing and Support teams.
Act as the single point of accountability for strategic B2B customer deliveries.
Track milestones, escalations, customer communication, acceptance and service handover.

4. Technical Services

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 and external supplier teams.

5. Standard Delivery Services

Manage standard order operations, backlog, ageing and SLA tracking.
Ensure inventory accuracy and service data quality.
Operate a central support hub for escalations and fallout resolution.
Drive RCA, performance analysis, continuous improvement and automation initiatives.

Required Experience & Skills

6–8 years of experience in Telecom B2B / Enterprise Service Delivery.
Strong experience in Lead-to-Activate, Order Fulfilment, Customer Delivery and Service Activation.
Experience managing standard, complex, multi-site and strategic enterprise customer deliveries.
Strong coordination skills across Sales, Presales, Engineering, Planning, Suppliers, Field, Billing and Support teams.
Experience in Vendor/OLO Governance, SLA Management, Escalation Management and Jeopardy Management.
Strong expertise 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 RCA, process improvement, automation and operational governance.
Excellent communication, stakeholder management and problem-solving skills.

Eligibility

Ex-TCS employees are not eligible to apply.
PAN and Date of Birth (DOB) are required for profile creation.

Role

Operations Manager

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Non-Voice

Functional Area

ITES / BPO / Customer Service

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