Service Delivery Manager

Tata Consultancy Services; Brampton; On-site; CAD 100,000 - 125,000; Full time

Job summary

An established industry player is seeking a dedicated Service Delivery Manager to oversee Telecom BSS solutions. This role is crucial for ensuring that service delivery aligns with customer expectations and SLAs. You will lead a talented team, addressing issues and driving improvements in service quality across various operational areas such as billing and CRM. The ideal candidate will possess strong project management skills and a customer-centric approach, fostering relationships with clients while ensuring high-quality service. If you are passionate about technology and service excellence, this opportunity is perfect for you.

Qualifications

• Experience in service delivery management in telecom or IT.
• Strong knowledge of Telecom BSS systems and project management.

Responsibilities

• Oversee service delivery for Telecom BSS solutions and ensure SLA compliance.
• Lead service delivery teams and monitor performance for improvements.

Skills

Service Delivery Management

Telecom BSS Systems

Project Management

Agile Methodologies

Communication Skills

Data Analysis

ITIL Knowledge

Customer-Centric Mindset

Team Leadership

Telecom Transformation Programs

Education

Service Management Certification

Prince2 Certification

Telecom BSS Solution Certifications

Tools

Amdocs

Huawei BSS

Ericsson BSS

Job description

Inclusion without Exception

Tata Consultancy Services (TCS) is an equal opportunity employer, and embraces diversity in race, nationality, ethnicity, gender, age, physical ability, neurodiversity, and sexual orientation, to create a workforce that reflects the societies we operate in. Our continued commitment to Culture and Diversity is reflected in our people stories across our workforce and implemented through equitable workplace policies and processes.

TCS is an IT services, consulting, and business solutions organization that has been partnering with many of the world’s largest businesses in their transformation journeys for over 55 years. Its consulting-led, cognitive-powered portfolio of business, technology, and engineering services and solutions is delivered through its unique Location Independent Agile delivery model, recognized as a benchmark of excellence in software development.

Required Skills:

1. Good years of experience in a service delivery management role in the telecom or IT industry.
2. Strong knowledge and experience in Telecom BSS systems (e.g., billing, CRM, order management, revenue assurance, service assurance).
3. Proven track record in managing service delivery for telecom operators or service providers.
4. Experience in managing cross-functional teams and working with clients in a service-oriented environment.
5. Strong understanding of the Telecom BSS domain and its integration with other telecom operations.
6. Excellent project management skills, including familiarity with methodologies like Agile or Waterfall.
7. Strong communication and presentation skills, with the ability to communicate complex technical concepts to non-technical stakeholders.
8. Ability to analyze data, generate reports, and take data-driven decisions to improve service delivery.
9. Knowledge of ITIL, SLA management, and process improvement methodologies. Customer-centric mindset with a focus on service excellence.
10. Ability to lead and motivate teams effectively.
11. Service Management Certification, MP or Prince2 Certification, Telecom BSS Solution Certifications (e.g., Billing, CRM, etc.).
12. Familiarity with telecom BSS software platforms such as Amdocs, Huawei BSS, Ericsson BSS, or similar.
13. Knowledge of cloud-based BSS solutions.
14. Experience in managing telecom transformation programs or migrations.

Roles and Responsibilities:

1. Oversee the overall service delivery process for Telecom BSS solutions, ensuring alignment with customer SLAs and KPIs.
2. Lead the service delivery team to ensure timely and efficient resolution of issues, incidents, and requests.
3. Monitor service performance, identifying areas for improvement and driving corrective actions to enhance service quality.
4. Ensure the delivery of high-quality telecom BSS services across various operational areas, including billing, CRM, order management, revenue assurance, and service assurance.
5. Establish and maintain strong relationships with clients, ensuring a clear understanding of their business needs and expectations.
6. Act as the main point of contact for clients, providing regular updates on the status of service delivery and addressing any concerns.
7. Conduct service review meetings with clients to discuss performance, improvements, and new requirements.

Tata Consultancy Services Canada Inc. is committed to meeting the accessibility needs of all individuals in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code (OHRC). Should you require accommodations during the recruitment and selection process, please inform Human Resource.

Thank you for your interest in TCS. Candidates that meet the qualification for this position will be contacted within a 2 week period.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology

Industries

IT Services and IT Consulting