Senior Manager - Delivery & Support - Telecom/Enterprise Communications

Sr. Manager Delivery and Support

Location: Chennai

Travel Requirement: Not required

Experience: 12+ years (preferably in Telecom/Enterprise Communications)

Job Overview:

The Sr. Manager Delivery and Support will play a critical role in driving exceptional customer experience by overseeing delivery, deployment, and ongoing support of communication solutions. The role demands strong collaboration with internal teams (Sales, Presales, Billing, and CRM) to ensure seamless customer onboarding, retention, and enhanced engagement.

Key Responsibilities:

Customer Experience & Relationship Management:

- Act as a primary custodian of customer experience across the delivery and support lifecycle.

- Manage, support, and nurture relationships with existing customers, ensuring high satisfaction and engagement.

- Work closely with the Presales and Sales teams to understand customer needs and introduce new products, services, and solutions to enhance customer value.

- Drive customer retention strategies, proactively identifying opportunities to enhance their journey with VIVA.

Delivery & Onboarding:

- Collaborate with the Presales Manager to align customer requirements with agreed deliverables and purchase orders (PO).

- Oversee solution deployment, ensuring timely and efficient delivery as per the agreed scope and technical specifications.

- Manage smooth onboarding processes for customers, ensuring billing can commence without delays.

Support Management:

- Lead a team of at least 10 Support Engineers working across multiple shifts.

- Ensure timely resolution of customer issues, maintaining high service quality and adherence to SLAs.

- Work closely with the CRM team for continuous monitoring and customer touchpoints.

- Coordinate with the Billing department to ensure error-free billing and resolution of billing disputes.

Experience & Skills Required :

- Proven experience in deployment and support of large, multi-location voice communication projects/customers.

Strong understanding and hands-on experience with:

- Telco Grade Soft-Switch and Enterprise PBX systems (e.g., CISCO, AVAYA). SIP Trunking and integration of telephony systems.

- Integration and federation with platforms like MS Teams, Google Workspace, Zoom Telephony.

- Cloud Telephony platforms and deployment of Enterprise Contact Center applications at scale.

- Unified Communications (UC) delivery and support.

- Experience in managing delivery and support of Contact Center systems for enterprises.

- Excellent communication skills in Hindi and English with strong presentation capabilities.

- Prior experience managing technical support teams.

- Value-Added Experience (Preferred, Not Mandatory):

- Experience in global interconnects/carrier management.

- Exposure to designing and architecting enterprise communication solutions.

Industry Preference: Telecom / Enterprise Communication

Work Location: Chennai

Travel: Not required