Enterprise Service Delivery Manager (Telecom – B2B)

Job Purpose

We are looking for an experienced Enterprise Service Delivery Manager to lead and manage the end-to-end Lead-to-Activate delivery lifecycle for B2B telecom services. The role focuses on improving order quality, supplier coordination, delivery predictability, customer experience, and billing-ready service activation across complex enterprise, wholesale, and standard delivery journeys.

Key Responsibilities

1. Professional Services & Customer Engineering

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

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

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

• Standardize templates, reusable designs, and automated validation checks.

• Reduce order errors, rework, and delays in quote-to-order conversion.

2. Customer & Service Demand Management

• Prioritize B2B delivery demand based on customer value, complexity, SLA commitments, and available capacity.

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

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

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

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

• Monitor ageing orders and resolve delivery bottlenecks.

3. Customer Delivery & Delivery Management

• Own the complete 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 teams, suppliers, billing, and support functions.

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

• Track milestones, manage escalations, provide customer updates, and coordinate acceptance and service handover.

• Improve delivery predictability, customer visibility, and activation success.

4. Technical Services

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

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

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

• Coordinate with network teams, field engineers, and external suppliers.

• Improve technical readiness and reduce access delays and provisioning errors.

5. Standard Delivery Services

• Manage standard order operations, backlogs, ageing orders, and SLA tracking.

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

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

• Conduct root cause analysis (RCA), analyze performance trends, and implement continuous improvements.

• Identify automation opportunities to improve operational efficiency and visibility.

Required Experience & Skills

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

• Experience managing standard, complex, multi-site, and strategic enterprise customer deliveries.

• Strong coordination skills across sales, presales, engineering, planning, suppliers, field teams, billing, and support.

• Experience in vendor/OLO governance, SLA management, escalation handling, and jeopardy management.

• Expertise in milestone tracking, backlog management, ageing-order control, and delivery reporting.

• Strong customer-facing communication and stakeholder-management skills.

• Ability to manage delivery risks, customer expectations, service acceptance, and handovers.

• Experience in process improvement, RCA, automation, and operational governance.

Eligibility Criteria

• Former TCS employees are not eligible to apply.

• PAN and date of birth (DOB) are mandatory for employee profile creation.

Compensation

Salary up to ₹17 LPA, subject to the employer's terms and candidate eligibility.