Job Description: Enterprise Service Delivery Manager – Telecom (B2B)

Location: Chennai
Experience: 6–8 Years
Band: BPO 4/5
Salary: Up to ₹17 LPA
Job Code: 425549
Work Mode: Not specified

Job Overview

We are seeking an experienced Enterprise Service Delivery Manager to lead Telecom B2B Lead-to-Activate operations. The role focuses on managing end-to-end enterprise customer order fulfilment, from solution validation and order acceptance to service activation and billing readiness.

The ideal candidate will have strong experience in telecom service delivery, enterprise order management, supplier coordination, SLA governance, and customer experience. The role requires close collaboration with sales, presales, engineering, planning, network, field teams, suppliers, billing, and support functions to improve delivery quality, predictability, and operational efficiency.

Key Roles & Responsibilities

1. Professional Services & Customer Engineering

• Manage customer engineering intake, feasibility assessments, and solution routing.

• Validate product suitability, technical dependencies, access readiness, and quote/order requirements.

• Support presales activities, proposals, customized solution designs, and customer-specific requirements.

• Standardize engineering templates, reusable designs, and automation-led validation checks.

• Improve first-time-right order quality and reduce upstream errors and rework.

2. Customer & Service Demand Management

• Prioritize B2B demand based on customer value, order complexity, SLAs, and available capacity.

• Govern Sales-to-Delivery handoffs, ensuring complete customer, contract, site, and technical information.

• Manage suppliers, vendors, access partners, and other delivery dependencies.

• Drive delivery assurance, jeopardy management, SLA monitoring, and risk mitigation.

• Support systems transformation and workflow automation across CRM, OSS, and delivery platforms.

• Monitor ageing orders, supplier dependencies, and delivery risks.

3. Customer Delivery & Delivery Management

• Own the end-to-end order lifecycle, from order acceptance through service activation and billing readiness.

• Manage standard, complex, multi-site, and portfolio-based enterprise customer deliveries.

• Coordinate with sales, engineering, planning, field operations, suppliers, billing, and support teams.

• Act as the single point of accountability for strategic B2B customer delivery.

• Track delivery milestones, escalations, customer updates, acceptance, and service handover.

• Ensure predictable delivery timelines and a positive customer experience.

4. Technical Services & Provisioning

• Translate approved orders into network designs, circuits, and provisioning instructions.

• Coordinate core network planning, access planning, capacity validation, and last-mile feasibility.

• Resolve design issues, access constraints, capacity gaps, and provisioning blockers.

• Work with network, field, and external supplier teams to ensure technical readiness.

• Reduce access delays, design errors, and provisioning-related issues.

5. Standard Delivery Operations

• Manage standard order operations, backlog, ageing, and SLA tracking.

• Maintain fixed data, inventory accuracy, and service data quality.

• Oversee a central support hub for escalations, order fallout resolution, and reporting.

• Conduct Root Cause Analysis (RCA) and identify performance improvement opportunities.

• Drive continuous improvement, automation, and operational governance.

Required Qualifications & Experience

• 6–8 years of relevant experience in Telecom B2B service delivery, Lead-to-Activate, order fulfilment, or service activation.

• Strong 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 knowledge of milestone tracking, backlog management, ageing order control, and delivery reporting.

• Customer-facing experience managing delivery updates, risks, expectations, acceptance, and service handover.

Required Skills

• Telecom B2B Service Delivery

• Lead-to-Activate Operations

• End-to-End Order Fulfilment

• Enterprise Customer Delivery

• Service Activation and Billing Readiness

• Customer Engineering and Solution Feasibility

• Network Planning and Provisioning

• Vendor and OLO Management

• Supplier Coordination

• SLA and KPI Management

• Jeopardy and Risk Management

• Escalation Management

• Backlog and Ageing Order Management

• Milestone Tracking and Delivery Reporting

• Root Cause Analysis (RCA)

• Process Improvement and Workflow Automation

• CRM/OSS and Delivery Tools

• Customer Relationship Management

• Stakeholder Management

• Operational Governance

Candidate Profile

• Strong customer-facing and stakeholder management capabilities.

• Excellent communication, coordination, and problem-solving skills.

• Ability to manage complex delivery portfolios and multiple priorities.

• Strong focus on first-time-right quality, delivery predictability, and customer satisfaction.

• Ability to identify operational risks, resolve delivery blockers, and drive continuous improvement.

Important Hiring Notes

• Ex-TCS employees are not eligible to apply.

• PAN and Date of Birth (DOB) are required for profile creation.