Service Delivery Manager - B2B Telco Order Management

Discover your 100% YOU with MicroSourcing!

Position: Service Delivery Manager - B2B Telco Order Management
Location: Picadilly Site, BGC
Work setup & shift: Dayshift | Onsite

Why join MicroSourcing
Youu0027ll have:

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, 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.

About the Role
We are seeking a strategic, results-driven Service Delivery Manager - B2B Telco Order Management to lead the delivery of Fixed and Mobile services for our Enterprise & Business (EB) customers. This role is essential in driving operational excellence, boosting customer satisfaction, and ensuring seamless coordination across all service delivery functions, including:

• Fixed service provisioning and onboarding (new)
• Customer relocations
• Service modifications and disconnections
• Mobile service onboarding and changes
• Exceptions management and administrative operations

You will oversee multiple teams, optimize performance, manage escalations, and champion continuous improvement. A core focus of this role is ensuring smooth and timely fulfilment of Fixed and Mobile Service Provisioning requests across all EB customer segments-Small Business, Medium Business, Mid-Market, Enterprise, and Major accounts.

This position also requires strong tactical and strategic planning, effective stakeholder and vendor coordination, and the ability to foster a customer-centric, high-performance culture. The Service Delivery Manager will work closely with the Fixed and Mobile Leadership teams, driving efficiency, quality, and innovation across service delivery operations.

What You'll DoLeadership & Strategic Oversight

• Lead and manage teams across the Fixed and Mobile service delivery functions.
• Set clear objectives, monitor KPIs, and ensure alignment with business goals.
• Track team performance, provide regular reporting, and proactively address improvement opportunities through coaching and targeted development.
• Conduct performance reviews, 1:1s, succession planning, and ongoing talent development.
• Promote a culture of accountability, innovation, and continuous improvement.
• Oversee daily operations, ensuring escalations, complex orders, and customer issues are resolved quickly and accurately.
• Lead root cause analyses, share insights, and implement corrective actions where required.
• Conduct retrospectives and process reviews to identify further optimization opportunities.

Fixed Services Management

• Oversee order fulfilment processes to ensure timely delivery aligned with contractual SLAs and customer commitments.
• Coordinate end-to-end delivery of fixed services from order receipt through to customer handover.
• Mitigate risks to prevent customer impacts, penalties, or rebates related to missed performance targets.
• Collaborate cross-functionally to maintain delivery efficiency and compliance with SLAs and agreed timelines.
• Ensure adherence to IPND and other regulatory requirements.
• Maintain a culture of accuracy and operational discipline to reduce rework and improve productivity.
• Enhance resource utilization and streamline processes to maximize efficiency.

Mobile Transition Performance Management

• Lead and support Mobile Transition Leads through end-to-end mobile service transitions.
• Ensure timely provisioning and activation of mobile services in line with customer and contractual schedules.
• Oversee exception management, escalation handling, and the resolution of transition issues.
• Partner with Sales and Account Teams to support transition introduction meetings and onboarding activities.
• Track and report on transition milestones, net-adds, and customer satisfaction.
• Ensure compliance with mobile marketing guidelines and internal OLAs.
• Support logistics activities such as SIM staging, porting validation, hardware orders, and customer communications.

Operational, Vendor & Stakeholder Coordination

• Build strong and positive relationships with stakeholders by clearly communicating roles, responsibilities, and expectations.
• Act as the escalation point for internal and external stakeholders, addressing risks or delays that could impact customer outcomes.
• Maintain productive relationships with customers, vendors, internal teams, and third-party providers to enable seamless service fulfilment.
• Foster proactive communication and collaboration to remove roadblocks and enhance service delivery.
• Contribute to the development of best practices, knowledge-sharing frameworks, and operational standards.
• Provide weekly performance and governance reports to business leaders.
• Communicate complex concepts and technical details in a clear and understandable way.

Reporting & Continuous Improvement

• Monitor and report on key metrics, including OTP, cycle time, NPS, rework, and productivity.
• Lead strategic initiatives aimed at improving quality, reliability, and operational efficiency.
• Maintain quality assurance processes, documentation, and compliance frameworks.
• Support departmental planning, innovation, and continuous improvement efforts.

What You'll Need

• Experience: 5+ years in telecommunications service delivery, including 3+ years in a leadership or managerial role.
• Technical Knowledge: Strong understanding of fixed and mobile network technologies such as PSTN, Fiber, 5G, and wireless solutions.
• Leadership: Demonstrated experience leading comparable operations or managing complex work portfolios.
• Communication: Excellent written and verbal communication skills, with the ability to simplify complex topics for diverse audiences including senior leadership.
• Stakeholder Management: Proven ability to build strong relationships with internal teams, external partners, and key stakeholders.
• Tools: Advanced proficiency with Microsoft Office and service/order management platforms.
• Compliance: Familiarity with regulatory frameworks, including IPND (preferred).

Why You'll Love This Role

• Make an impact: Play a key role in ensuring customers receive exceptional mobile and fixed service experiences.
• Solve meaningful problems: Apply your expertise to overcome challenges and create effective, innovative solutions.
• Join a supportive team: Work alongside a collaborative, high-performing group that values teamwork and shared success.

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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 companyu0027s strength lies in our peopleu0027s 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 - itu0027s our commitment. Our way of life. Here, we donu0027t just accept your unique authentic self - we celebrate it, valuing every individualu0027s contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/
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