PR/157823 | Service Delivery Manager (Telco)

Job Descriptions

• Operates as the lead point of contact for any and all operation matters specific to the assigned TPP/TP customers.

• Builds and maintains strong, long-lasting customer relationships.

• Performs customers health check by monitoring performance of services subscribed by customer for SLA and contract compliances.

• Proactively monitors the situation and manages customers during fault outage.

• Assists SOC – Security Operation Center / TAC – Technical Assistance Center / PE – Product Engineering teams whenever required during fault management.

• Assists with challenging client requests or issue which related to operation matters and take charge of customer’s escalations as needed.

• Ensures the timely and successful delivery of Service Order & solutions according to customer needs and objectives.

• Monitors fault outage and customer’s complaints to define patterns and work to lessen those recurring issues.

• Performs network review, audit and incident analysis and works with Planning and Operation Technical team to find a solution for service improvement plan.

• Coordinates service improvement plan with internal team and customers.

• Coordinates preventive maintenance, failover test or customer DC housekeeping to ensure service stability.

• Provide service performance review & SLA report submission to customers in a timely manner.

• Clearly communicate the progress of monthly/quarterly initiatives for the benefits of the customer to internal and external stakeholders.

Job Requirements

• Experience in customer experience management, customer service, or telecommunications.

• Understanding of Telco Industry/service providers/SI- In-depth knowledge of the telecommunications sector, including products, services, and customer expectations.

• Customer-centric mindset – A strong focus on understanding and addressing customer needs, preferences, and pain points.

• Project Management – can manage multiple initiatives simultaneously, including stakeholder management and project timelines.

• Cross-Functional collaboration – Can work with various departments such as marketing, product development, and sales to enhance customer experiences.

• Familiarity with CX Tools and Technologies – Knowledge of customer journey mapping, feedback collection methods, and customer relationship management (CRM) systems.

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