Associate Director - Service Delivery

Job Title: Associate Director / Director - Delivery

Employment Type: Full time

Location:Onsite Bangladesh -Dhaka (2 years)

About Celcom

Celcom is a trusted technology partner with over a decade of experience delivering high-quality services to global clients. As a market leader in the Telecom domain with a strong focus on BFSI, we specialize in Greenfield Implementations, Transformations, and Managed Services.

An ISO 9001:2015 certified company, we provide Implementation, Consulting, Digital Transformation, Testing, and Data Services for the Oracle BSS/OSS product stack. Founded in 2010 in the UK and with a regional office in Chennai, India, Celcom has a global presence across APAC, MENA, the Middle East, and the UK.

We empower organizations with industry-specific solutions that drive innovation, streamline operations, and achieve digital excellence.

Role Overview

The Service Delivery Associate Director / Director will be responsible for leading and managing end-to-end service delivery for telecom solutions, ensuring exceptional quality, adherence to SLAs, and strong client satisfaction. This role demands deep telecom domain expertise, proven leadership skills, and the ability to drive operational excellence.

Key Responsibilities

• Client Relationship Management:

Act as the primary point of contact for all service-related matters.

Build and maintain strong, long-term client relationships.

• Service Delivery Leadership:

Take full accountability for service delivery performance and customer satisfaction.

Drive service governance across development, testing, and operations projects.

Ensure services are delivered on time, within budget, and aligned with quality standards.

• Process Optimization:

Define, implement, and continuously improve service delivery processes to enhance efficiency and effectiveness.

Monitor KPIs and SLAs, identifying and addressing areas for improvement.

• Issue & Escalation Management:

Identify, communicate, and resolve service-related issues and escalations promptly.

• Performance Reporting:

Provide stakeholders with regular updates and reports on service delivery performance.

• Customer Feedback & Continuous Improvement:

Gather and analyze customer feedback to drive service enhancements.

Contribute to the design and execution of service delivery strategies and initiatives.

Qualifications & Skills:

Any Degree

Strong track record in managing large-scale service delivery engagements in the telecom domain.

In-depth knowledge of the Telco BSS and OSS ecosystem.

Proven leadership, stakeholder management, and communication skills.

Ability to work in a dynamic environment and manage cross-functional teams.

Experience in service governance, process improvement, and performance optimization.

Experience: 1517 years overall experience, including a minimum of 5+ years in Service Delivery management.

Industry Focus: Strong expertise in the Telco BSS/OSS ecosystem is mandatory.