Manager, B2B Telco Order Management

Discover your 100% YOU with MicroSourcing

Position:
Manager, B2B Telco Order Management

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 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 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, and succession planning, while coaching and developing 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 the 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:
  Proactively 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 service level agreements and committed 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, handle escalations, and resolve all transition-related issues.
• Customer Engagement:
  Collaborate with Sales and Account teams to support transition introduction meetings and customer onboarding.
• Reporting & Logistics:
  Monitor and report on mobile transition milestones, net-adds, and customer satisfaction, and support logistics like SIM staging and porting validation.

Operational, Vendor & Stakeholder Coordination

• Build Relationships:
  Cultivate strong relationships with all stakeholders by clearly articulating roles, responsibilities, and managing expectations effectively.
• Escalation Point:
  Serve as the primary escalation point for internal and external stakeholders, addressing service level risks and delivery delays.
• Seamless Fulfillment:
  Maintain strong relationships and coordinate effectively with customers, vendors, and third-party providers for seamless end-to-end service fulfillment.
• Collaboration & Best Practices:
  Promote proactive communication and cross-functional collaboration to resolve issues and contribute to fulfillment best practices.
• Performance Reporting:
  Provide weekly performance and governance reports to functional business owners, conveying complex details clearly.

Reporting & Continuous Improvement

• KPI Monitoring:
  Monitor and report on key performance indicators including OTP, Cycle Time, NPS, Rework, and Productivity.
• Strategic Initiatives:
  Lead strategic initiatives to enhance service quality and improve operational efficiency.
• Quality Assurance:
  Develop and maintain quality assurance frameworks and comprehensive documentation.
• Departmental Contribution:
  Actively contribute to departmental planning and innovation efforts.
• Data-Driven Improvement:
  Utilize reporting insights to drive a culture of continuous improvement across all operational aspects.

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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