Service Delivery Manager

Discover your 100% YOU with MicroSourcingPosition: Service Delivery Manager, B2B Telco

Location: Picadilly Site, BGC

Work Setup & Shift: Onsite | Day Shift

Why join MicroSourcing?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 

About the role:

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:

• Fixed Service Provisioning & Onboarding (new)
• 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.

What You'll Do:

Leadership & Strategic Oversight

• 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

Fixed Services management

• 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 Account teams to support the Transition
• Introduction meetings and customer onboarding management.
• Monitor and report on mobile transition milestones, net-adds, and customer satisfaction.
• Ensure compliance with mobile marketing guidelines and internal OLAs
• Support logistics coordination, including SIM staging and distribution, porting validation, hardware ordering, and customer communications during transitions.

Operational, Vendor & Stakeholder Coordination

• Create positive relationships with stakeholders through clear articulation of roles & responsibilities and appropriate management thereafter of expectations and agreed objectives; Drive accountability when expectations are not met
• Act as the escalation point for internal and external stakeholders, monitoring service levels and addressing risks or delays that may impact delivery timelines or customer satisfaction.
• Maintain strong relationships and coordinate effectively with customers, vendors, internal stakeholders, and third-party providers to ensure seamless end-to-end service fulfillment.
• Promote proactive communication and cross-functional collaboration to resolve issues, remove delivery roadblocks, and enhance service outcomes.
• Contribute to the development and implementation of fulfillment best practices and knowledge-sharing frameworks.
• Provide weekly performance and governance reports to functional business owners
• Convey complex concepts and technical details in a concise, clear, and easily understandable manner

Reporting & Continuous Improvement

• Monitor and report on KPIs: OTP, Cycle Time, NPS, Rework, Productivity.
• Lead strategic initiatives to improve service quality and operational efficiency.
• Develop and maintain quality assurance frameworks and documentation.
• Contribute to departmental planning and innovation.

What You'll Need:

• Experience: 5+ years in telecommunications service delivery, with 3+ years in a managerial role.
• Comprehensive understanding of fixed and mobile network technologies, including key platforms and products such as PSTN, Fibre, and 5G / wireless
• Leadership: Strong demonstrable experience in leading and managing similar-sized operations or a complex portfolio of works
• Communication: strong written and verbal presentational skills; ability to clearly communicate complex messages to a variety of audiences, including senior management occasionally
• Stakeholder management/Customer Focus: Proven ability to build and maintain strong 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: You'll play a key role in helping customers get the most out of their mobile services.
• Be a problem-solver: You'll use your skills to tackle challenges and find creative solutions.
• Work with a great team: You'll be part of a supportive and collaborative team.

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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 firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%

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