Website:
Job details:
Location: India (Multiple Locations / As per Business Requirement)
Experience: 15+ Years
Domain: Telecom / IT Service Delivery
Job Summary
We are seeking an experienced
Senior Order Delivery Manager (ODDM) to lead the end-to-end delivery of complex telecom and digital service orders for global clients. This role acts as a critical bridge between sales, delivery, and operations, ensuring timely implementation, service quality, and customer satisfaction across the entire lifecycle.
Key Responsibilities Order Lifecycle Management
- Own the complete quote-to-bill lifecycle, including order validation, provisioning, and delivery.
- Ensure data accuracy, compliance, and governance throughout the service order process.
- Track and manage Request for Change (RFC) activities and dependencies.
Service Transition & Operations
- Manage seamless transition from sales to operations (run phase).
- Proactively handle incidents, escalations, and customer communications.
- Ensure services are delivered within agreed SLAs and timelines.
Financial & Delivery Governance - Drive timely achievement of:
- Ready for Service (RFS)
- Ready for Billing (RFB)
- Support revenue realization and financial tracking of orders.
Stakeholder Management
- Act as the primary senior point of contact (SPOC) for customers.
- Coordinate with cross-functional teams including engineering, provisioning, and support.
- Provide regular status updates and manage escalations effectively.
Operational Governance
- Conduct periodic service reviews and governance meetings.
- Track customer satisfaction metrics such as CSAT/NPS.
- Identify opportunities for upselling and service improvement.
Team Leadership
- Lead and mentor global order management/delivery teams.
- Act as escalation point across regions.
- Drive continuous improvement, knowledge sharing, and process standardization.
Key Skills & Qualifications Technical & Domain Knowledge - Strong understanding of telecom/network technologies:
- SD-WAN, MPLS, VPN, DSL, Lease Lines
- Familiarity with telecom hardware (routers, modems, CPE devices).
- Knowledge of service provisioning and delivery frameworks.
Experience
- 15+ years in IT service delivery / telecom operations / order management.
- Proven experience managing global delivery teams and complex projects.
Education - Bachelor’s or Master’s degree in:
- Engineering / Telecommunications / IT / Business / Technology
Certifications (Preferred)
- ITIL Certification
- PMP / PRINCE2 / SAFe Agile
Soft Skills
- Strong leadership and stakeholder management skills
- Excellent communication and customer-facing ability
- Analytical mindset with problem-solving capabilities
- Ability to work in a multi-cultural and global environment
Key Performance Indicators (KPIs)
- Customer Satisfaction (CSAT / NPS)
- Order delivery timelines and SLA adherence
- First-time-right delivery quality
- Data accuracy and process compliance
- Revenue realization (RFS/RFB milestones)
Skills: customer satisfaction,order management,operations,csat,rfb,teams,management,it service delivery,rfc
Click on Apply to know more.