Business & Service Operation Manager

We are seeking an experienced and results-driven Business & Service Operation / fulfillment Manager to join our team. The successful candidate will be responsible for overseeing telecom business operations, service delivery, and fulfillment processes to ensure customer satisfaction and operational excellence.

Key Responsibilities

Manage end-to-end service fulfillment lifecycle including order management, provisioning, and activation, ensuring seamless execution across OSS / BSS systems and fulfillment platforms.

Coordinate with cross-functional teams (Network, IT, Field Operations, and Business Teams) to ensure timely and accurate delivery of services, acting as the central SPOC for operational alignment.

Define and implement business processes for service delivery, embedding compliance with SLAs, KPIs, and regulatory standards through formalized workflows and continuous process optimization.

Monitor service performance and fulfillment metrics, proactively identifying bottlenecks, tracking issues, and driving continuous improvement.

Manage escalation processes and resolve complex fulfillment issues, ensuring customer satisfaction and operational integrity through structured triage and root cause analysis.

Collaborate with service and business teams to scope services accurately, validate delivery commitments, and align fulfillment capabilities with commercial offerings.

Support OSS / BSS systems for order orchestration, provisioning, and automation, leveraging platforms such as ServiceNow, Salesforce, or vendor‑specific tools to streamline operations.

Prepare periodic reports on service performance, fulfillment timelines, cost impacts, and customer experience insights.

Drive strategic initiatives to enhance customer experience, optimize operational costs, and improve fulfillment efficiency through automation, scripting, and vendor coordination.

Champion technology enablement and automation, implementing RPA, workflow scripting, and system integrations to reduce manual effort and improve service agility.

Ensure compliance and risk governance, maintaining audit trails, monitoring fulfillment risks, and implementing mitigation strategies aligned with business continuity plans.

Qualifications & Skills

Bachelor’s degree in Telecommunications, Information Technology, computer science.

10+ years of experience in telecom operations, service fulfillment.

Strong knowledge of telecom service delivery processes.

Excellent problem-solving, analytical, and decision-making skills.

Strong leadership and team management abilities.

Familiarity with telecom technologies (IP / MPLS, Fiber, Mobile, Fixed-line, Internet, and Enterprise Services).

IP Expert-Level Knowledge is a must and relevant Certification (CCIE or Juniper JNCIE or HCIE, Nokia SRA) will be a plus

Interested candidates can apply through linkedin or you can send your updated CV directly to

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