Band: BPO 4/5

Industry: BPO

Function & Role: Deputy Manager – Operations

Location: Chennai

Experience: 6-8 years

Salary: Up to ₹17 LPA

Shift: [To be confirmed]

Role Summary

We are hiring an Enterprise Service Delivery Manager to build and run a Telecom B2B Lead-to-Activate delivery service. You will improve first-time-right order quality, supplier coordination, delivery predictability and customer experience, and make sure orders are activated and ready for billing across complex enterprise, wholesale and standard delivery journeys.

Key Responsibilities

1. Professional Services and Customer Engineering (solution quality before order entry)

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• Own customer engineering intake, feasibility checks and solution routing
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• Validate product fit, access readiness, technical dependencies and quote / order readiness
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• Support presales, proposals, bespoke solution design and customer-specific requirements
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• Standardize templates, reusable designs and automation-led checks
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• Outcome: Fewer upstream errors, less rework and faster quote-to-order conversion
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2. Customer and Service Demand Management (demand control, vendor governance and delivery assurance)

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• Prioritize B2B demand by customer value, complexity, SLA and capacity
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• Govern the sales-to-delivery handoff with complete customer, contract, site and technical data
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• Manage vendors, suppliers, access partners and other dependencies
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• Drive delivery assurance, jeopardy management, SLA tracking and risk mitigation
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• Lead systems transformation and workflow automation across CRM, OSS and delivery tools
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• Outcome: Better control of supplier dependencies, ageing orders and delivery risks
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3. Customer Delivery and Delivery Management (end-to-end order execution and customer experience)

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• Own the lifecycle from order acceptance to service activation and billing readiness
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• Manage standard, complex, multi-site and portfolio-based customer deliveries
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• Coordinate across sales, engineering, planning, field, suppliers, billing and support
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• Act as the single point of delivery accountability for strategic B2B customers
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• Track milestones, escalations, customer updates, acceptance and service handover
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• Outcome: Improved delivery predictability, customer visibility and activation success
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4. Technical Services (planning, provisioning and technical readiness)

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• Turn approved orders into network designs, circuits and provisioning instructions
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• Manage core planning, access planning, capacity validation and last-mile feasibility
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• Resolve design issues, access constraints, capacity gaps and provisioning blockers
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• Coordinate with network, field and external supplier teams
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• Outcome: Fewer access delays, design errors and downstream provisioning fallout
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5. Standard Delivery Services (order control tower, fixed data and support hub)

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• Manage standard order operations, backlog, ageing and SLA tracking
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• Own fixed data, inventory accuracy and service data quality
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• Run a central support hub for escalations, fallout resolution and reporting
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• Drive RCA, performance insights, continuous improvement and automation
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• Outcome: Stronger data quality, operational visibility and faster issue resolution
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Required Experience (6-8 years)

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• Strong background in Lead-to-Activate, order fulfilment, customer delivery and service activation operations
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• Experience managing standard, complex, multi-site and strategic enterprise customer deliveries
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• Proven ability to coordinate across sales, presales, engineering, planning, suppliers, field teams, billing and support
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• Experience in vendor / OLO governance, SLA management, escalation handling and jeopardy management
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• Strong skills in milestone tracking, backlog management, ageing order control and delivery reporting
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• Customer-facing experience in managing delivery updates, risks, expectations, acceptance and service handover
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• Ability to drive process improvement, RCA, automation opportunities and operational governance
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Hiring Conditions

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• Ex-TCS employees cannot apply
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• PAN and date of birth are required for profile creation
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Keywords: Telecom B2B, Lead to Activate, Order Fulfilment, Service Delivery, Enterprise Delivery, Order Management, Jeopardy Management, OLO Governance, Supplier Management, SLA Management, Service Activation, Billing Readiness, OSS, CRM, RCA, Chennai

Notes

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• Industry and role: Your list has no Telecom option, so I used BPO (#9) because of the band. Deputy Manager – Operations (#27) is the best match for a manager-level delivery role. Business / EDP Analyst (#9) is an alternative if you want hands-on analysts.
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• Title: “Enterprise Service Delivery Manager” is clear, but “Telecom B2B Service Delivery Manager” may get more search hits.
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• Scope: The five functions are very broad, from presales to provisioning to support hub. Please confirm whether one person handles all of them or whether this is one of several roles, because it changes who you should target.
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• Qualification: No degree was given. A graduate in engineering (Electronics / Telecom) or any stream is usually asked for, so add it if the client requires it.
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• Shift: It wasn’t given. Telecom B2B delivery for UK or Europe clients usually runs on a day or afternoon shift, so please confirm.