We are seeking an experienced Service Delivery Manager to join our team. The candidate will be responsible for overseeing end-to-end service delivery operations for large enterprise projects, ensuring optimal network performance, and maintaining high customer satisfaction levels. You will manage complex service level agreements (SLAs) for major corporate clients, coordinate cross-functional teams across large-scale implementations, drive operational excellence, and serve as the primary point of escalation for critical service issues.
Key Responsibilities:
- Oversee end-to-end service delivery operations for large enterprise telco and/or WiFi network projects including mobile, fixed, enterprise connectivity, SD-WAN, and cloud-based solutions
- Manage and ensure compliance with Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and Operational Level Agreements (OLAs) for major enterprise accounts
- Coordinate incident management, problem resolution, and change management processes for complex enterprise environments to minimize service disruptions and ensure business continuity
- Serve as primary escalation point for critical service issues and customer concerns on large enterprise projects, ensuring timely resolution and effective communication with C-level stakeholders
- Lead regular service review meetings with enterprise customers to present performance reports, discuss service improvements, and address operational concerns
- Collaborate with network operations, engineering, sales, and support teams to align service delivery with enterprise customer requirements and business objectives
- Develop and implement service improvement initiatives for large-scale deployments to enhance operational efficiency, reduce costs, and improve customer experience
- Monitor service delivery metrics and generate comprehensive reports for management review and strategic decision-making on enterprise accounts
- Manage relationships with third-party vendors, suppliers, and partners to ensure quality service delivery and contract compliance for enterprise projects.
Job Requirements:
- Bachelor's degree in Telecommunications, Information Technology, Engineering, Computer Science, or related field
- 5 -7 years of experience in service delivery management, network operations, or customer-facing technical roles within the telecommunications sector, with focus on enterprise clients
- Proven track record of achieving SLA targets, improving service quality, and delivering measurable customer satisfaction results for large enterprise projects.
- Proven experience in service delivery management for large enterprise accounts, network operations, or technical account management within the telecommunications industry
- Strong understanding of telco network infrastructure including mobile networks (4G/5G), fixed broadband, enterprise connectivity solutions, SD-WAN, and network technologies etc
- Experience managing complex SLAs, KPIs, and service performance metrics for major corporate clients in a fast-paced operational environment
- Knowledge and best practices for incident, problem, change, and service level management in enterprise settings
- Demonstrated ability to manage multiple large enterprise customer accounts and complex service portfolios simultaneously
- Strong problem-solving skills with experience in root cause analysis and implementing preventive measures for business-critical enterprise services
- Excellent stakeholder management and communication skills with ability to interact effectively with technical teams, enterprise customers, and senior management including C-suite executives.
