Service Delivery Manager

15 hours ago

Singapore PROJECT SEARCH PTE. LTD. Full time

**Job Title: Service Delivery Manager - Mobile Broadband**:
Department: Mobile Network Operations / Customer Experience

Location: Singapore

Employment Type: Full-Time

**Job Summary**:
The Service Delivery Manager - Mobile Broadband is responsible for ensuring the seamless delivery of mobile broadband services to both consumer and enterprise customers. This role oversees service performance, manages customer relationships, and drives operational excellence across mobile broadband provisioning, activation, and support. The SDM ensures that service levels are consistently met and that customer satisfaction remains high.

**Key Responsibilities**:
**Service Management & Delivery**:

- Manage end-to-end delivery of mobile broadband services including LTE/5G provisioning, SIM activation, and data plan deployment.
- Monitor network performance and service quality metrics to ensure compliance with SLAs and KPIs.
- Coordinate with network engineering and IT teams to resolve service issues and optimize delivery processes.

**Customer Relationship Management**:

- Act as the primary point of contact for mobile broadband service delivery for key accounts and partners.
- Conduct regular service reviews and performance reporting with clients.
- Handle escalations and ensure timely resolution of service-related issues, outages, or degradation.

**Process Improvement & Optimization**:

- Identify and implement improvements in mobile broadband provisioning, activation, and support workflows.
- Collaborate with product, engineering, and customer support teams to enhance service reliability and speed.
- Lead initiatives to reduce activation time, improve first-time-right metrics, and enhance customer onboarding experience.

**Team Leadership & Coordination**:

- Coordinate with internal teams including provisioning, technical support, and field operations to ensure smooth service delivery.
- Provide guidance and support to junior service delivery staff and project teams.
- Ensure adequate resource planning for mobile broadband rollouts and upgrades.

**Reporting & Documentation**:

- Prepare and present service performance dashboards and reports to internal stakeholders and clients.
- Maintain accurate documentation of service delivery processes, customer interactions, and improvement initiatives.

**Qualifications**:

- Bachelor’s degree in Telecommunications, IT, Engineering, or related field.
- Minimum 5 years of experience in service delivery or operations within mobile broadband or wireless services.
- Strong understanding of mobile broadband technologies (e.g., LTE, 5G, SIM provisioning, data plans).
- Familiarity with service management frameworks such as ITIL.
- Excellent communication, stakeholder management, and problem-solving skills.

**Preferred Skills**:

- ITIL certification or equivalent.
- Experience with OSS/BSS systems, CRM platforms, and service management tools.
- Knowledge of mobile network infrastructure and customer support systems.
- Ability to manage multiple priorities in a fast-paced telecom environment.

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