Service Delivery Execution: Activation, Maintenance, and Retirement: 

• Take over signed-off solution designs and project scope from Solution Architects.
• Develop and execute detailed project plans, including timelines, milestones, and resource allocation.
• Enabler for enterprise services, including but not limited to, Connectivity, Mobility (Postpaid), Fleet Management, API, Insights & Analytics, Managed Service (e.g. Managed Wi-Fi), Cybersecurity (GSOC, Clean pipe), SaaS (Office 365, CloudPBX), and others
• Oversee deployments such as network rollout, enterprise service provisioning, and system/software integration.
• Review requirement documents, define hardware requirements, and generate LLD
• Prepare detailed solutions, costing study, and offers to meet B2B new service requirements by working with Sales, Procurement, and technical team stakeholders
• Accountable for high quality service support functions, maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
• Ensuring future demand from growth and projects is understood and factored into capacity plans.
• Responsible for internal and third-party service reviews, covering performance, and service improvements
• Responsible for ensuring the effective design, creation and delivery of training on existing and new technology services and new user induction
• Conduct regular service reviews and drive service performance improvements.

Customer Service Operations & Support:

• Efficiently carry out Change Request in accordance with best practice following CR guideline
• Taking ownership of critical incidents, change requests, and escalation processes by coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews.
• Diligently provide customer service back-end support through handling 365-days 24/7 customer complaints, including effective periodic service testing, etc.
• Create and maintain reports, dashboards, and other data visualization to communicate findings with stakeholders that support business decisions.
• Coordinating rollout and delivery managers to ensure the delivery of services to clients and coordinate the efforts of different teams to ensure that services are delivered in a timely and efficient manner.

Project Management & Implementation:

• Create complex project plans, perform impact analyses, solve/work high impact prob-lems/projects, and provide resolution to restore services timely based on SLA.
• Lead and support projects internally and/or cross-functionally
• Support Procurement processes involved in new acquirement for finding the best possible procurement solutions in cost and technical effective manners
• The Service Delivery Lead is responsible for producing and overseeing key work output documents including solution designs, project plans, root cause analyses, and related service delivery documentation – such as:
  • Strategic Business Unit (SBU) Support:
    • Support Enterprise business units
    • Customer Experience support
    • Service Policy and Provisioning management
    • BCM, Asset, Inventory
    • Support in managing CAPEX/OPEX, P/L within own domain
    • Ensure ongoing compliance with Regulatory, Risk and Compliant requirements
    • Act as SME to senior stakeholders and other team members in cross-functional settings
    • Working in close coordination with direct manager and providing regular reports to ensure alignment, prevent gaps, and avoid execution errors
  • Solution low-level design LLD - with architecture diagram, Detailed Project implementation plan (PIP) - resources, milestones & timelines, Site survey reports, installation & configuration docs, Test & Acceptance Plan (ATP) + signed UAT, CR, Go-Live & Rollout Reports
    • Pricing & Quotation sheets
    • SLA & Performance Report (monthly/quarterly)
    • Incident & Problem Reports/RCA report, Trouble Ticket
    • Customer Knowledge Base (FAQs, user guides, training manuals)
    • Relevant tracker reports

SLA & Quality Assurance:

• Monitoring service performance: Service Delivery Managers track and monitor the performance of services, identify areas for improvement, and implement changes as needed.
• Collaborate with internal and third-party teams to ensure actions are taken and completed to protect and improve services
• Provide regular and accurate management reporting on Service Delivery Performance
• Act as the Champion for Service Delivery, working across business functions to provide effective communication on Service Delivery matters
• Ensuring compliance with service level agreements are met, and that the services provided meet the required quality standards.
• The role has to confirm rebate calculation of service outage against valid contract. This task requires to collab with respective team.
• Build and manage a high-performing Service Delivery team.

People and Leadership:

•  Building and maintaining high-performing teams, fostering a positive working environment
• Manage and cultivate a high-performing team, investing the time to ensure sufficient team utilization and productivity, providing technical/strategic directions to team members
• Coordinate and lead cross-functional teams, including vendors, subcontractors, and internal resources
• Effectively recruit, manage, coach, develop, and mentor the Service Delivery team as a whole
• Continuously improving processes: Service Delivery Managers continuously evaluate and improve processes to ensure that services are delivered efficiently and effectively.

Compliance: 

• Manage risks, issues, and escalations throughout the delivery lifecycle.
• Support developing SOP and policies in collaboration with internal teams
• Responsible for ensuring compliance with Service Level Agreement To/For
• Responsible for related-asset inventory management processes utilizing ASM tool
• Ensuring stringent compliance with SOP and policies as applicable to own areas
• Ensuring that systems, SOPs, and methodologies are in place to support outstanding service delivery

Strategic Business Unit Support:

• Support Enterprise business units
• Customer Experience support
• Service Policy and Provisioning management
• BCM, Asset, Inventory
• Support in managing CAPEX/OPEX, P/L within own domain
• Ensure ongoing compliance with Regulatory, Risk and Compliant requirements
• Act as SME to senior stakeholders and other team members in cross-functional settings
• Working in close coordination with direct manager and providing regular reports to ensure alignment, prevent gaps, and avoid execution errors

Education and Qualifications: 

• Bachelor’s degree in Telecommunications, Computer Science, Information Technology, or a related field. A master's degree is a plus.
• Proven track records in managing end-to-end service delivery of complex technology solutions.
• Deep knowledge in networking, data communication, protocol analysis, technical configuration
• Cisco CCIE, CCNP, CCNA and other applicable certificates
• Huawei HCIE, HCIP, HCIA, HCNA, and other applicable certificates
• Having other certificates from internationally-recognized institution is a plus

Work Experience: 

• 5-8 years’ experience in service delivery, project management, or customer operations in telecom/IT/cloud environments
• Strong understanding of telecom networks, cloud services, and IT system integration
• Familiarity with service provisioning, activation, and operational support processes
• Knowledge of SLA management, service quality frameworks, and ITIL practices
• Proficiency in project management tools (e.g., MS Project, Jira, Asana)

Other Skills:

• Strong customer-centric mindset with excellent communication and presentation skills
• Ability to lead cross-functional teams, vendors, and partners
• Problem-solving and decision-making under pressure
• Strong organizational and multitasking skills
• Excellent leadership, communication, and interpersonal skills, capable of managing cross functional, multi shore teams and complex stakeholder relationships
• Excellent business-writing skills, ability to synthesize complex concepts, and translate to business opportunity
• Proven, excellence in planning, priority setting, and project management skills to manage multiple projects and resources in a fast-paced environment
• Proficiency in understanding customer needs, conducting technical assessments, and translating requirements into actionable plans.