As a Service Delivery Manager, you will bridge technical feasibility and customer success by managing end-to-end delivery of telecommunication services, including Dark Fiber, Layer 1 (DWDM), and Layer 2 (Metro Ethernet). You will act as a Subject Matter Expert (SME), ensuring solutions are delivered on time, within budget, and to high-quality standards, driving business success for both customers and LWS Network.
Responsibilities
Project Leadership & Delivery
- Lead and execute delivery and migration projects from initial customer order through final handover to ensure seamless service implementation.
- Create and monitor project timelines to meet all tasks and milestones, achieving delivery KPIs on schedule.
- Serve as the technical and process Subject Matter Expert for assigned projects, guiding customers and internal teams to ensure technical accuracy and process compliance.
- Facilitate coordination meetings with Sales, Sales Engineering, Delivery, and Network Operations teams to align on customer requirements and project progress.
Stakeholder & Escalation Management
- Act as the primary contact for daily operational issues and high-level escalations, demonstrating calm, professional leadership to resolve challenges effectively.
- Lead weekly status calls with internal and external stakeholders, providing clear and regular progress updates to customers.
- Collaborate across Network Operations, Engineering, Product teams, and external international carriers to ensure smooth project delivery and issue resolution.
Technical & Operational Excellence
- Validate the technical feasibility of customer solutions before and during delivery to ensure successful implementation.
- Manage customer-related orders and support team members with daily operational tasks to maintain service continuity.
- Deliver projects with a strong focus on meeting Lead Time and Capex financial targets to optimize resource use and profitability.
Required competencies and certifications
- 2-5 years of industry experience in solution design, provisioning, or planning of Layer 1 (DWDM, Dark Fiber) and Layer 2 (Metro Ethernet, NNI, PTP, PTMP) services.
- Strong understanding of Dark Fiber, Layer 1 and Layer 2 services, transmission network interfaces, and telecommunication principles.
- Practical experience in provisioning, installation, commissioning, or Network Operations Center (NOC) environments related to Dark Fiber, Layer 1, and Layer 2 services.
- Experience managing service delivery with international carriers and third-party providers.
- Deep knowledge of Singapore Data Centre policies and infrastructure.
Preferred competencies and qualifications
- Knowledge of Malaysian and Indonesian telecommunications markets.
Other Information
- Demonstrate exceptional written and oral communication skills by articulating complex technical concepts into clear documentation and high-quality PowerPoint presentations.
- Expert proficiency in MS Office suite, including Visio, Word, Excel, and PowerPoint, to support project documentation and presentations.
- Proven ability to resolve customer claims and handle difficult escalation cases with ownership and accountability.
- Collaborative team player who supports colleagues and values equality with a global perspective.
- Key Performance Indicators include delivering high Quality of Service (QoS) with customer satisfaction, meeting or exceeding on-time delivery targets, achieving financial efficiency by meeting Capex and budget goals, and embodying the ONE TEAM value in all interactions.
