Job Description - Service Delivery & Configuration Management
Ensure the efficient delivery of A2P services such as SMS, WhatsApp, voice to enterprise and retail clients/vendors.
Scrutinize orders logged by sales teams for completeness before commencement of delivery, process orders as per guidelines.
Ensure compliance with SLAs, key performance indicators (KPIs), and regulatory standards.
Serve as the primary point of contact for key clients regarding service-related issues.
Regularly communicate with customers to assess service satisfaction and identify areas for improvement.
Able to identify problems and provide inputs to improve, change or adapt existing methods and techniques drawing from personal experiences and feedback.
Continuously assess and improve service delivery processes to enhance efficiency and reduce operational costs.
Implement best practices and automation to improve service quality and reliability.
Develop and maintain documentation of service management processes and workflows.
Work closely with network engineers, operation steams, and technical support teams to ensure smooth service operations.
Collaborate with third-party vendors and service providers to ensure seamless service integration and delivery.
Manage service contracts, renewals, and vendor performance reviews.
Generate regular reports on service performance, SLAs, and customer feedback.
Ensure adherence to industry regulations, security policies, and company standards.
Conduct service audits and risk assessments to identify potential issues and implement corrective actions.
Skills required:
Strong knowledge of telecom services, standards and protocols ( SMPP, SS7, SIP, GSM, RCS, API's such as REST/HTTP, JSON/XML).
Fair knowledge on Linux, AWS & SQL.
Excellent problem-solving and decision-making abilities.
Strong customer service and relationship management skills.
Knowledge of telecom regulations and industry best practices.
Strong communication and leadership skills.
Experience with telecom OSS/BSS platforms and service monitoring tools.
Experience:
2-5 years in telecom service delivery, operations, or customer support roles.
