SAM Business Partner

SAM Business Partner

Job Description

Purpose of the Role

The SAM Business Partner is responsible for the end-to-end management of customer orders and service delivery outcomes within an assigned geographical patch, acting as the single point of accountability for customer experience, order progression, stakeholder coordination and operational performance.

Location : Chennai / Hyderabad / Kolkata /Pune

Key Responsibilities

• Own customer orders end-to-end within the assigned patch.

• Coordinate Planning, Civils, Permission to Work, Operations and Customer teams.

• Drive first-time-right delivery and milestone achievement.

• Manage customer communications and expectations.

• Lead recovery activities for failed interventions.

• Ensure RCA completion and implementation of corrective actions.

• Manage escalations and operational risks.

• Drive continuous improvement and KPI performance.

Experience Required

• Minimum 8-10 years of experience in Telecommunications, Network Delivery, Service Operations, Infrastructure Deployment, or Customer Delivery environments.

• Demonstrated experience managing complex customer delivery outcomes and operational performance.

• Strong stakeholder management capability across Planning, Civils, Engineering, Operations and Customer teams.

• Experience managing risks, escalations and service recovery activities.

• Proven ability to use operational data and insights to drive performance improvements.

Leadership Experience:

• Minimum 3-5 years in a leadership, management, business partner, or regional operational role.

• Proven ability to influence and coordinate cross-functional teams without direct authority.

• Experience owning regional, area, or patch-level performance and customer outcomes.

Key Accountabilities

• Customer outcomes and satisfaction

• On-time order delivery

• First-time-right performance

• Recovery and resolution effectiveness

• Escalation management

• Operational KPI achievement

KPIs

Customer Satisfaction, Order Delivery Success Rate, First-Time-Right Performance, Recovery Success Rate, Order Cycle Time and Escalation Resolution Time.

Skills & Experience

Strong stakeholder management, customer engagement, operational coordination, problem-solving, risk management, telecommunications/service delivery experience and continuous improvement mindset.

Key Behaviours

Customer First, Accountability, Collaboration, Proactive Decision Making, Results Focus, Attention to Detail and Resilience.