Sr Manager - Service Delivery & Management

About the Company

Tata Communications builds next-generation connectivity solutions by combining cloud, mobility, IoT, collaboration, security, media, and network services. The organization focuses on creating a more intelligent communications ecosystem for businesses.

Role Overview

This senior role is responsible for leading, planning, and tracking project delivery activities across customer implementations in the Hybrid Network Services area. The position is aimed at improving customer experience, reducing turnaround time, controlling costs, increasing productivity, and ensuring processes are simple, efficient, and consistent to use. It is a tactical leadership role that helps shape operating plans based on business strategy and has a meaningful medium-term influence on the business unit’s results.

Qualifications and Experience

The role calls for a B.Tech or Diploma qualification, with an MBA preferred. Candidates should bring 7 to 12 years of experience in technical support or project delivery within the technology industry.

Knowledge and Capability Requirements

• Strong experience handling integrated delivery for large and complex service engagements.
• Working understanding of industry adoption patterns and technology/domain usage.
• Proven ability to manage internal and external stakeholders with a consultative approach.
• Commercial awareness and a practical understanding of market conditions.
• Solid capability in customer service, project management, and quality assurance.
• Working knowledge of budgeting, cost control, and financial planning.

Key Responsibilities

• Plan and coordinate execution across projects of all sizes, from small assignments to highly complex deliveries.
• Manage hardware planning, environment setup, documentation, and application deployment for multiple applications and services.
• Assign resources according to the skills and capabilities needed for each project.
• Supervise the procurement lifecycle linked to project needs.
• Support and mentor technical leads and program management teams on low-level design and delivery within scope, schedule, and budget.
• Take part in and lead customer review meetings for large-scale and complex engagements.
• Coach teams so they can manage projects effectively end to end.
• Monitor and review OEM, partner, and vendor performance.
• Regularly assess business processes and compare performance against measures such as turnaround time, ease of use, first-time-right, and cost.
• Measure project success against defined KPIs.
• Join review calls to share updates and clear dependencies.
• Manage the change rollout process and drive corrective action where needed.
• Work closely with sales support, commercial, sales, and other internal teams to identify gaps and opportunities.
• Escalate and resolve delivery risks and timeline issues with senior management when required.
• Review project progress and margins periodically, and help speed up revenue realization through smart order prioritization.
• Hold regular discussions with customers, stakeholders, and vendors to address issues and track action items.
• Identify improvement opportunities and drive initiatives that fix customer concerns related to order delivery.
• Investigate, troubleshoot, and resolve issues while taking corrective steps when needed.
• Provide technical guidance, business planning support, and workflow oversight to ensure smooth network and system integration.
• Define service realization methods and SOPs for service delivery, and close escalated matters.
• Ensure all deliverables are completed before handing projects over to the operations team.

Additional Information

This is a full-time onsite position based in Singapore, Singapore.