Manager, B2B Telco Order Management

Overview

Join to apply for the Manager, B2B Telco Order Management role at MicroSourcing .

Location: Picadilly Site, BGC | Work Setup & Shift: Onsite | Day Shift

About the role

We are looking for a strategic and results-oriented Manager to lead the delivery of Fixed and Mobile services for Enterprise & Business (EB) customers. This leadership role drives operational excellence, enhances customer satisfaction, and coordinates across service delivery functions, including:

• Customer relocations
• Service modifications and terminations
• Mobile service onboarding and changes
• Exceptions management and administrative operations

The Manager will oversee multiple teams, optimize performance, manage escalations, and lead continuous improvement initiatives. Responsibilities include ensuring the seamless execution of Fixed and Mobile Service Provisioning requests and delivering exceptional customer experiences across all EB customer segments (Small, Medium Business, Mid-Market, Enterprise and Major).

Additionally, the role involves tactical and strategic planning, vendor and stakeholder coordination, and fostering a high-performance, customer-centric culture. The Service Delivery Manager will be accountable to the Fixed and Mobile Leadership teams, driving efficiency and innovation in service delivery.

What You’ll Do

Leadership & Strategic Oversight

• Lead and Manage Teams: Lead Service Delivery teams across fixed and mobile domains, setting clear objectives and monitoring KPIs to drive business success.
• Performance and Development: Oversee team performance, conduct regular reviews, 1:1s, succession planning, coaching and development of talent.
• Culture Champion: Foster a culture of accountability, innovation, and continuous improvement within the teams.
• Operational Management: Monitor daily operations, ensuring timely resolution of escalations, complex orders, and customer issues.
• Process Enhancement: Oversee root cause analysis, share insights, and conduct retrospectives to identify and implement process improvements.

Fixed Services Management

• Fulfillment Oversight: Ensure timely and accurate delivery of fixed services, meeting customer commitments and contractual SLAs.
• End-to-End Coordination: Coordinate the entire service delivery process for fixed services, from order receipt to customer handover.
• Risk & Compliance: Mitigate risks to prevent customer impacts and penalties, ensuring compliance with IPND and other regulatory obligations.
• Efficiency & Productivity: Drive efficiency, enhance resource utilization, and streamline operations to maximize productivity and reduce rework.
• Cross-Functional Collaboration: Collaborate across departments to ensure compliance with SLAs and delivery dates.

Mobile Transition Performance Management

• Lead Mobile Transitions: Lead and support Mobile Transition Leads in managing end-to-end mobile service transitions.
• Timely Activation: Ensure mobile services are delivered and activated on time, in line with customer and client schedules.
• Issue Resolution: Oversee exception management, escalations, and resolution of transition-related issues.
• Customer Engagement: Collaborate with Sales and Account teams to support transition meetings and onboarding.
• Reporting & Logistics: Monitor and report on transition milestones, net-adds, and customer satisfaction; support logistics like SIM staging and porting validation.
• Relationship Building: Cultivate strong relationships with stakeholders by clearly articulating roles and managing expectations.
• Escalation Point: Serve as primary escalation point for internal and external stakeholders, addressing service level risks and delivery delays.
• Seamless Fulfillment: Coordinate with customers, vendors, and third-party providers for end-to-end fulfillment.
• Best Practices: Promote proactive communication and cross-functional collaboration to resolve issues and share fulfillment best practices.
• Performance Reporting: Provide weekly performance and governance reports to functional business owners.
• KPI Monitoring: Monitor KPIs including OTP, Cycle Time, NPS, Rework, and Productivity.
• Strategic Initiatives: Lead initiatives to enhance service quality and efficiency.
• Quality Assurance: Develop and maintain QA frameworks and documentation.
• Departmental Contribution: Contribute to planning and innovation efforts.
• Data-Driven Improvement: Use reporting insights to drive continuous improvement across operations.

What You’ll Need

• Experience: 5+ years in telecommunications service delivery, with 3+ years in a managerial role .
• Understanding of fixed and mobile network technologies, including PSTN, Fibre, and 5G / wireless .
• Leadership: Strong experience in leading and managing similar-sized operations or a complex portfolio .
• Communication: Strong written and verbal skills; ability to convey complex messages to varied audiences, including senior management.
• Stakeholder management/Customer Focus: Proven ability to build and maintain relationships with internal teams, external partners, and key stakeholders.
• Tools: Advanced proficiency in Microsoft Office and service/order management platforms.
• Compliance: Knowledge of regulatory frameworks, including IPND (preferred).

Why This Role is Awesome

• Make a real impact: Help customers get the most out of their mobile services.
• Be a problem-solver: Tackle challenges with creative solutions.
• Work with a great team: Be part of a supportive and collaborative team.

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing believes that our strength lies in our people’s diversity and talent. We foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We celebrate YOU and your 100% authentic self.

For more information, visit

*Terms & conditions apply

#J-18808-Ljbffr

---