Telecommunications Services Delivery Manager

14 hours ago

Manila, National Capital Region, Philippines beBeeServiceDelivery Full time ₱900,000 - ₱1,200,000
Job Description

We are seeking an accomplished service delivery leader to oversee the effective management of our telecommunications services. This key role drives operational efficiency, enhances customer satisfaction, and fosters a culture of accountability and innovation within our teams.

The successful candidate will be responsible for leading multiple teams, optimizing performance, managing escalations, and driving continuous improvement initiatives. Key responsibilities include ensuring seamless execution of service provisioning requests, delivering exceptional customer experiences, and promoting proactive communication across departments.

  • Leadership & Strategic Oversight:
  • Lead and Manage Teams: Oversee Service Delivery teams across fixed and mobile domains, setting clear objectives and monitoring KPIs to drive business success.
  • Performance and Development: 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.
Key Responsibilities
  • Manage the entire service delivery process for fixed and mobile services, from order receipt to customer handover.
  • Drive efficiency, enhance resource utilization, and streamline operations to maximize productivity and reduce rework.
  • Coordinate with customers, vendors, and third-party providers for end-to-end fulfillment.
  • Monitor KPIs including OTP, Cycle Time, NPS, Rework, and Productivity.
Requirements
  • 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.
  • 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.
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.

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