Manager – Customer Order & Creation Management
Tech Mahindra
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Job Description
Role Title: Manager – Customer Order & Creation Management
Function: COCM
Role Summary: The Manager – COCM leads the overall customer order creation function, ensuring governance, quality, and operational efficiency across all enterprise customer orders. This role oversees multiple teams, drives strategic improvements, and ensures seamless alignment between Sales, Quote Owners, Delivery, and Billing to achieve exceptional customer experience and operational readiness.
Key Responsibilities
✅ Leadership & Strategic Oversight
- Manage end‑to‑end Customer Order Creation function with multiple team leaders and operational units
- Define KPIs, SLAs, and governance controls for order management
- Build a culture of accountability, quality, and continuous improvement
✅ Commercial Governance & Risk Management
- Oversee adherence to internal commercial guidelines, contract validation protocols, and approval structures
- Review high‑value or complex orders, special pricing cases, and large enterprise deals
- Partner with Legal, Finance, Pricing, and Compliance teams to mitigate business risks
✅ Operational Excellence & Transformation
- Drive Q2B transformation, automation, and digitalization initiatives
- Implement standardization across order workflows, documentation, and system usage
- Reduce operational defects, rework, and cycle time through root‑cause analysis
✅ Stakeholder & Executive Engagement
- Serve as senior point of contact for escalations from Sales, Delivery, and customer‑facing teams
- Present operational insights to leadership, including dashboards, trends, and performance analytics
- Collaborate with Delivery and Billing to ensure downstream readiness and smooth handover
Required Qualifications
- 8–12 years of telecom commercial or order management experience
- Strong leadership record managing teams and large operational units
- Deep understanding of enterprise telecom products, delivery models, and commercial frameworks
- Expertise in Q2B processes, order creation systems, and governance standards
About The Company
Tech Mahindra
Tech Mahindra offers technology consulting and digital solutions to global enterprises across industries, enabling transformative scale at unparalleled speed. With 145,000+ professionals across 90+ countries helping 1100+ clients, TechM provides a full spectrum of services including consulting, information technology, enterprise applications, business process services, engineering services, network services, customer experience & design services, AI & analytics, and cloud & infrastructure services. It is the first Indian company in the world to have been awarded the Sustainable Markets Initiative’s Terra Carta Seal, in recognition of actively leading the charge to create a climate and nature-positive future. Tech Mahindra (NSE: TECHM) is part of the Mahindra Group, founded in 1945, one of the largest and most admired multinational federations of companies. Visit www.techmahindra.com to #ScaleAtSpeed
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