Location: Chennai
Experience: 6–8 Years
Band: BPO 4/5
Salary: Up to ₹17 LPA
Role: Enterprise Service Delivery Manager (Telecom – B2B)
Employment Type: Full-Time

Job Overview

We are looking for an experienced Enterprise Service Delivery Manager to lead and manage Telecom B2B Lead-to-Activate delivery operations. The role focuses on improving order quality, supplier coordination, delivery predictability, customer experience, and billing-ready service activation.

The candidate will be responsible for managing end-to-end enterprise customer delivery journeys, coordinating with sales, engineering, planning, suppliers, field teams, billing, and support functions to ensure timely and accurate service delivery.

Key Responsibilities

1. Professional Services & Customer Engineering

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

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

• Support presales activities, proposals, and customized solution designs.

• Standardize templates, reusable solutions, and automation-based quality checks.

• Improve quote-to-order conversion and minimize errors and rework.

2. Customer & Service Demand Management

• Prioritize B2B customer demand based on business value, complexity, SLA, and capacity.

• Manage Sales-to-Delivery handoffs and ensure accurate customer, contract, site, and technical information.

• Coordinate with vendors, suppliers, and access partners.

• Monitor delivery performance, SLA compliance, risks, and escalations.

• Drive workflow automation and system transformation across CRM, OSS, and delivery tools.

3. Customer Delivery & Delivery Management

• Manage the complete order lifecycle from order acceptance to service activation and billing readiness.

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

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

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

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

4. Technical Services

• Coordinate network designs, circuits, and provisioning instructions.

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

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

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

5. Standard Delivery Services

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

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

• Manage central support activities, escalations, and order fallout resolution.

• Drive root cause analysis (RCA), performance reporting, and continuous improvement.

• Identify opportunities for process automation and operational efficiency.

Required Skills & Competencies

• Telecom B2B Service Delivery Management

• Lead-to-Activate Operations

• Order Fulfilment & Order Management

• Enterprise Customer Delivery

• Service Activation & Provisioning

• Vendor / Supplier Management

• OLO Governance

• SLA Management & Monitoring

• Escalation & Jeopardy Management

• Backlog & Ageing Order Management

• Customer Relationship Management

• Stakeholder Management

• Network Planning & Technical Coordination

• Delivery Reporting & Milestone Tracking

• Root Cause Analysis (RCA)

• Process Improvement & Workflow Automation

• CRM / OSS Tools

Required Experience

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

• 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.

• Experience in vendor governance, SLA management, escalation handling, and delivery assurance.

• Strong customer-facing experience in managing delivery updates, risks, expectations, service acceptance, and handovers.

• Ability to drive process improvements, RCA, automation opportunities, and operational governance.

Additional Information

• Candidates must be willing to work from the Chennai location.

• Former TCS employees are not eligible to apply.

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

Interested candidates with relevant experience in Telecom B2B Service Delivery and Enterprise Order Fulfilment are encouraged to apply.