Service Delivery Manager

Position: Service Delivery Manager – Fixed and Mobile Services

Location: Picadilly Site, BGC

Work Setup & Shift: Onsite | Day Shift

You\'ll have:

• Competitive Rewards : Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off, group life insurance, and performance bonuses
• A Collaborative Spirit : Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony : Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth : Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork : Be part of a team that celebrates diversity and fosters an inclusive culture.

Be a part of something big at MicroSourcing We're building a new team to support Australia\'s dynamic challenger in the telco space, a company committed to redefining customer experiences and pushing the boundaries of digital innovation. This is your chance to contribute to projects that connect millions nationwide while working with cutting-edge technology. Join us on this exciting journey and grow your career with a company that\'s at the forefront of the telecommunications industry

We are looking for a strategic and results-oriented Service Delivery Manager to lead the delivery of Fixed and Mobile services for Enterprise & Business (EB) customers. This leadership role is critical in driving operational excellence, enhancing customer satisfaction, and ensuring seamless coordination 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, optimizing performance, managing escalations, and leading continuous improvement initiatives. Responsibilities include ensuring the seamless execution of Fixed and Mobile Service Provisioning requests, 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.

• Lead and manage Service Delivery teams across Fixed and Mobile domains.
• Set clear objectives, monitor KPIs, and drive business success through effective oversight and alignment
• Monitor team performance, provide regular reports, and proactively address areas for improvement through coaching and targeted development strategies
• Conduct regular performance reviews, 1:1s, succession planning, and talent development.
• Champion a culture of accountability, innovation, and continuous improvement.
• Monitor daily operations and ensure timely resolution of escalations, complex orders, and customer issues.
• Oversee root cause analysis of obstacles encountered, share insights and suggest/execute corrective or remedial activities at macro or micro levels as appropriate
• Conduct regular retrospectives and process reviews to identify improvement opportunities

• Oversee order fulfillment processes to ensure timely delivery in accordance with customer commitments and contractual SLAs.
• Coordinate end-to-end delivery of requested/contracted services from receipt to customer handover
• Proactively mitigate risks to prevent customer impacts, penalties, and rebates due to non-performance.
• Collaborate cross-functionally to drive efficiency and maintain compliance with service level agreements or committed delivery dates
• Oversee and ensure compliance with IPND and other regulatory obligations at all times.
• Foster a culture of accuracy and efficiency to reduce rework and enhance overall productivity
• Enhance resource utilization and streamline operations to maximize efficiency and effectiveness
• Mobile Transition performance management
• Lead and support Mobile Transition Leads in managing end-to-end mobile service transitions.
• Ensure timely delivery and activation of mobile services in line with customer and client contracted schedules.
• Oversee exception management, escalation handling, and resolution of transition-related issues.
• Collaborate with Sales and