Service Delivery Manager - Tietoevry Create (m/f/d)

About the Role

As a Service Delivery Manager, you will be part of Arelion’s Service Delivery & Network Procurement unit. You will act as the coordinating interface and be end-to-end responsible for customer deliveries. The Service Delivery Manager owns the delivery of the customer order and is ultimately accountable for fulfilment, quality, and the timely delivery of services.

This role involves cross-functional collaboration, direct communication with customers and suppliers, and responsibility for all aspects of the delivery lifecycle. You will also play a key role in optimizing processes and supporting continuous improvement.

Responsibilities

• End-to-end responsibility for customer deliveries, including coordination with internal teams, suppliers, and customers.
• Ensure accurate system registrations and handle escalations related to service delivery.
• Identify and recommend improvements to existing processes and systems to enhance delivery performance.

• Distribute tasks and responsibilities to internal stakeholders involved in the delivery process.
• Monitor the status of each order by maintaining regular communication with all parties.
• Provide proactive status updates to customers, addressing any deviations from the expected timeline.
• Follow up on internal tasks and ensure their timely completion.
• Accurately register service components in internal support systems.
• Coordinate field engineers for onsite activities, testing, and service activation.
• Lead troubleshooting efforts with internal teams and suppliers when needed.
• Send customer documentation as outlined in Arelion’s delivery processes.
• Collect, validate, and store test protocols.
• Manage and order local tails, cross-connects, and CPE with suppliers.
• Escalate any issues that could impact the committed Ready-For-Service (RFS) date.
• Manage Early Life Support (ELS) for newly delivered services.
• Support Sales during customer meetings on delivery-related topics.

Requirements

• Experience in a telecommunications Service Delivery role, preferably in a global environment.
• Proven success in project management or end-to-end service delivery.
• Solid understanding of Ethernet & IP Services (Layer 2, DIA, Cloud solutions).
• Familiarity with DWDM technology and related equipment.
• Field engineering experience including equipment installation, circuit turn-up, and patching.
• Hands-on experience with network management tools such as:
  • Infinera DNA
  • Ciena OneControl / Site Manager
• Ability to manage cross-connects, local tail orders, and customer premises equipment (CPE) logistics.
• Strong analytical and organizational skills; capable of handling multiple deliveries simultaneously.
• Proficient in producing high-quality documentation and presentations.
• Knowledge of telecom delivery best practices and industry trends.
• Cross-cultural awareness and ability to work effectively across global teams.
• Comfortable working independently and directly with key customers.
• Fluent in English (written and spoken)

At Tietoevry, we believe in the power of diversity, equity, and inclusion. We encourage applicants of all backgrounds, genders (m/f/d), and walks of life to join our team, as we believe that this fosters an inspiring workplace and fuels innovation. Our commitment to openness, trust, and diversity is at the heart of our mission to create digital futures that benefit businesses, societies, and humanity.

Diversity, equity and inclusion (tietoevry.com)