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