Role:  Enterprise Service Delivery Manager (Telecom – B2B)

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:

1. 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.

2. 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.

3. 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.

4. 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.

5. 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.