Head of Service Delivery Management

Lead and control all enterprise work order processes (initiation, modification, and termination) across various platforms.

Ensure end-to-end fulfillment activities comply with SLAs, customer requirements, and internal standards.

Drive performance improvements in service activation and deactivation processes for enterprise-grade data and video services.

Plan, manage, and control inventory required to support enterprise service delivery (e.g., CPE, IP blocks, ports, access resources).

Coordinate with network, engineering, and warehouse teams to ensure resource availability and minimize delivery delays.

Oversee inventory reconciliation and optimize asset utilization across projects.

Act as the central coordinator between Sales, Engineering, Project Management, NOC, and Field Ops for enterprise service provisioning.

Develop and maintain service delivery playbooks, SOPs, and KPIs to standardize processes across teams.

Resolve service delivery bottlenecks and provide escalation handling for critical enterprise customer issues.

Ensure provisioning activities are aligned with service assurance processes (monitoring, incident handling, and change control).

Collaborate with Assurance teams to enable proactive service quality management post-activation.

Support root cause analysis for provisioning-related service issues and drive improvement initiatives.

Develop and maintain operational dashboards, track service delivery & project KPIs.

Provide insights and recommendations to the Head of Enterprise Services Delivery & Assurance to support decision-making.

Ensure compliance with governance, audit, and regulatory requirements related to provisioning.

Lead, coach, and develop the service delivery team to ensure high performance and professional growth.

Foster a culture of quality and operational excellence and facilitate training or development programs for team members.

Requirements

• Bachelor’s degree in Telecommunications, Engineering, IT, or related fields (Master’s preferred).
• Minimum 5 years of experience in telecom service delivery, with at least 3 years in a supervisory role.
• Proven track record in managing enterprise provisioning and inventory systems.
• Familiar with enterprise-grade connectivity services (Metro Ethernet, IPVPN, SD-WAN, etc.)
• Strong communication and stakeholder management skills.
• Ability to work effectively in a fast-paced, dynamic environment and manage multiple projects simultaneously.
• Strong analytical, coordination, and problem-solving skills.
• Willing to work in: Karawaci, Tangerang.

Benefits

• Medical insurance
• Medical checkup