Service Delivery Executive

3 days ago

Bangsar South Kuala Lumpur, Malaysia ViewQwest Management Sdn Bhd Full time 80,000 - 120,000 per year

Job Description – Service Delivery Officer (Wholesale)

The Service Delivery Officer – Wholesale is responsible for managing the end-to-end delivery of network circuits and connectivity services for wholesale customers, typically large telecommunications carriers, ISPs, or enterprise aggregators. This role ensures that customer requirements are met precisely, within agreed timelines, and in accordance with service lead-time.

The officer serves as the primary coordinator and single point of contact (SPOC) for wholesale customer orders, working closely with internal teams—including engineering, provisioning, NOC, and field operations—as well as external partners to ensure smooth service activation and an exceptional customer experience.

Responsibilities:

  • Manage the end-to-end delivery process for wholesale circuits — from order assignment to service activation and handover.
  • Act as the single point of contact (SPOC) for wholesale customers during service provisioning and delivery. Provide regular project updates and proactively communicate any potential risks or delays.
  • Review customer orders and validate technical requirements (e.g., VLAN tagging, NNI, IP assignment, cross-connect, fiber handover points).
  • Attend project or service review meetings with wholesale partners to discuss delivery status and improvement areas whenever necessary.
  • Work with third-party vendors and local partners when delivery involves external facilities or cross-connects (e.g., Equinix, NetLink Trust, etc.).
  • Coordinate with internal teams (Engineering, provisioning, operations, and field teams) to ensure on-time delivery and to ensure alignment on customer requirements.
  • Ensure that all documentation (site details, test reports, handover forms) are complete and accurate before customer acceptance.
  • Handle and resolve customer escalations professionally and efficiently.

Requirement

  • Bachelor's degree in Telecommunications, Information Technology, Engineering, or related field.
  • Minimum 1-2 years of experience in service delivery, provisioning, or project coordination within a telecom or ISP environment.
  • Good understanding of Layer 2/Layer 3 network concepts (VLAN tagging, QinQ, routing, switching, IP addressing).
  • Familiarity with telecom provisioning processes, cross-connect orders, and data center handovers.
  • Exposure on how to operate CRM alike system.
  • Strong communication and interpersonal skills — able to interact with mid to senior-level clients and internal stakeholders.
  • Detail-oriented, organized, and capable of managing multiple concurrent orders.
  • Able to work under pressure and manage tight delivery timelines.
  • Experience dealing with large telecom carriers, ISPs, or wholesale network partners. As well as familiarity with data center operations and NNI setup environments (e.g., Equinix, Global Switch) will be advantage.
  • Experience in a call center environment as well as familiarity with general troubleshooting of networking related problems is an added advantage for this position.

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