Service Fulfilment Manager

The Vumatel Service Fulfilment Manager role is responsible for overseeing the end-to-end delivery of orders, ensuring timely, accurate, and high-quality provisioning of services. The role ensures that orders are delivered efficiently, operational processes are adhered to, fallouts are minimized, and service activation meets agreed turnaround times and customer expectations.

End-to-End Order Management

• Oversee fulfilment of all orders from order validation to activation.
• Ensure orders progress within defined turnaround times.
• Manage escalations impacting delivery timelines.
• Monitor provisioning queues and resolve bottlenecks

Operational Performance Management

• Track and report on fulfilment KPIs (e.g. Mean Time to Install, Mean Time to Activate timelines, fallout rates, backlog).
• Drive reduction in order fallouts and rework.
• Identify process inefficiencies and implement corrective actions.
• Ensure accurate system updates across OSS/BSS platforms.

Cross-Functional Coordination

• Liaise with Sales, Channel Management, Network Engineering, Field Operations, NOC, Finance, Development Teams.
• Facilitate resolution of inter-departmental dependencies.
• Ensure alignment between technical delivery and customer commitments.

Customer & Channel Partner Experience

• Ensure proactive communication on delays or exceptions
• Support key account or wholesale escalations.
• Onboarding and training of channel partner teams.

Governance & Compliance

• Ensure adherence to fulfilment processes and controls.
• Support audit requirements related to order management.
• Mitigate revenue leakage through accurate activation and billing triggers.

Continuous Improvement

• Drive service improvement initiatives within fulfilment processes.
• Support digital transformation initiatives.
• Analyse trends and implement preventative measures to reduce repeat issues.