Service Delivery Manager

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The core function of this role is operational excellence and ensuring a seamless customer experience across all service lifecycle events:

● Service Delivery Scope: Includes Provisioning/Onboarding new services, relocations, modifications, and terminations for both Fixed and Mobile domains.

● Customer Segment: Focus is exclusively on business clients (Small, Medium, Mid-Market, and Enterprise).

● Accountability: The manager oversees multiple teams and reports directly to the Fixed and Mobile Leadership teams.

The responsibilities can be grouped into four major pillars:

1. Leadership & People Management This manager acts as the head of the Service Delivery teams, focusing heavily on performance and talent.

● Team Leadership: Leading and managing teams responsible for both fixed and mobile services.

● Performance Oversight: Setting KPIs (Key Performance Indicators), monitoring performance, and conducting regular 1:1s, performance reviews, and succession planning.

● Culture: Championing a culture of accountability, innovation, and continuous improvement.

1. Operational Execution & Risk Management This involves ensuring daily processes run smoothly and proactively addressing issues that impact service delivery commitments.

● End-to-End Fulfillment: Overseeing the order fulfillment process for both fixed services and mobile transitions, ensuring timely delivery according to contractual SLAs (Service Level Agreements).

● Escalation and Analysis: Monitoring daily operations, acting as the final escalation point, and performing root cause analysis on obstacles to execute corrective activities.

● Compliance: Ensuring strict adherence to regulatory obligations, such as IPND (Integrated Public Number Database).

1. Stakeholder & Vendor Coordination The role demands strong communication to align all internal and external parties involved in the service chain.

● Coordination: Maintaining strong relationships with customers, vendors, internal stakeholders (like Sales and Account teams), and third-party providers.

● Communication: Acting as the escalation point for all stakeholders and translating complex concepts concisely for senior management.

1. Reporting & Continuous Improvement The manager is responsible for measuring success and driving strategic change.

● KPI Reporting: Monitoring and reporting on core metrics like OTP (On-Time Performance), Cycle Time, NPS (Net Promoter Score), Rework, and Productivity.

● Strategic Improvement: Leading strategic initiatives, conducting regular retrospectives and process reviews, and developing quality assurance frameworks to enhance service quality and operational efficiency.

Mobile Services (Wireless) Mobile services rely on radio waves and a network of base stations (cell towers) to provide connectivity.

● Connection Type: Wireless, using radio frequency spectrum.

● Mobility: High. Users can move freely (in a car, walking, etc.) across the service provider's coverage area while maintaining their connection.

● Infrastructure: Relies on a cellular network (like 4G or 5G) where a device connects to the nearest cell tower.

● Examples: ○ Voice: Standard cellular phone calls. ○ Data: Mobile internet access (data plans). ○ Devices: Smartphones, tablets, wearable technology, and mobile broadband devices (MiFi).

Fixed services use physical infrastructure (cables or wires) running directly to the customer's premises. The connection is tied to a specific geographic point.

● Connection Type: Wired, typically using physical media.

● Mobility: Low or none. The service is delivered to a stationary point (the modem or router).

● Infrastructure: Uses wired networks such as: ○ Copper wires (for older DSL/PSTN landlines). ○ Coaxial cables (for cable internet). ○ Fiber Optic Cables (FTTH) (for high-speed internet).

● Examples: ○ Voice: Traditional landline phone service (PSTN). ○ Data: Home or office broadband internet (DSL, Cable, Fiber). ○ Devices: Desktop computers, smart TVs, and Wi-Fi routers connected to a wall outlet.

Job Type: Full-time

Pay: Up to Php180,000.00 per month

Application Question(s):

• Leading and managing teams responsible for both fixed and mobile services.
• Minimum 5 years' experience as Service Delivery Manager in Telco
• Focus is exclusively on business clients (Small, Medium, Mid-Market, and Enterprise).
• leading the end-to-end delivery of Fixed (like fiber internet) and Mobile (cellular) telecommunications services specifically for Enterprise & Business (EB) customers.
• Amenable to work in Morning Shift? (6:00 AM - 3:00 PM)

Work Location: In person