Enterprise Service Delivery Manager (Telecom – B2B)
Gratitude IncEnterprise Service Delivery Manager (Telecom – B2B)
Job Description
Key Skills
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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
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
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