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.