Operations Service Delivery Manager – Telecom (OSS/BSS)

About the role

The Operations Service Delivery Manager will act as the primary operational liaison between Oracle Communications and telecom service provider customers. You will ensure service stability, align delivery activities with contractual commitments, and drive continuous improvement of OSS/BSS platforms.

Key responsibilities

• Serve as the main operational contact for customers and internal delivery teams, building trusted relationships and understanding business priorities.
• Coordinate cross‑functional teams to deliver consistent, high‑quality service outcomes and meet service level agreements.
• Lead daily operational meetings, service reviews, and action‑tracking sessions, prioritising workloads across multiple groups.
• Manage incidents, service requests, changes, problems and risks, ensuring clear ownership and timely resolution.
• Remove delivery blockers, coordinate dependencies and escalate issues when necessary.
• Maintain visibility of service health, upcoming releases, and customer commitments.
• Lead ITIL‑aligned processes including incident, major incident, problem, change, release, emergency change, service request, escalation, knowledge management and continuous service improvement.

Required profile

• Professional experience progressing from Technical Coordinator, Service Coordinator, Operations Lead or Project Manager roles.
• Strong ability to communicate with both technical and business stakeholders.
• Proven track record of driving operational excellence in a telecom or IT services environment.

Required skills

• ITIL‑aligned incident, problem, change and release management.
• Knowledge of OSS/BSS solutions and telecom service operations.
• Ability to lead operational meetings, coordinate cross‑functional teams and implement continuous service improvement initiatives.