Job Title:Service Request Fulfillment Specialist
Department: Operations / Service Delivery
Role Overview
The Service Request Fulfillment Specialist is responsible for managing and processing customer service requests end-to-end, ensuring timely and accurate delivery of telecom and IT services in line with agreed service level agreements (SLAs) and contractual commitments.
This role serves as a key operational point of contact for both internal teams and customers throughout the request-to-delivery lifecycle, ensuring a seamless and efficient fulfillment process.
Key Responsibilities
- Receive, log, validate, and process customer service requests within the ITSM ticketing system
- Coordinate with internal fulfillment teams (provisioning, technical, and billing) to ensure end-to-end service delivery
- Monitor and track service requests to ensure completion within SLA timelines
- Communicate proactively with customers and stakeholders regarding request status and delivery expectations
- Escalate blocked or at-risk requests in accordance with defined escalation procedures
- Maintain accurate and up-to-date documentation for all service requests within the system of record
- Identify opportunities for process improvements to enhance efficiency and first-time-right delivery
- Collaborate with provisioning, ordering, and billing teams to resolve dependencies impacting fulfillment
- Support the generation and analysis of fulfillment KPIs and performance metrics
Qualifications & Requirements
- Bachelor's degree in IT, Telecommunications, Business Administration, or a related field
- 2–4 years of experience in service delivery, operations, or request management within a telecom or IT environment
- Familiarity with ITSM tools (e.g., ServiceNow, Remedy) and ITIL processes
- Strong organizational, communication, and coordination skills
- Ability to manage multiple concurrent requests in a fast-paced, customer-facing environment
- ITIL Foundation certification (preferred)
- Fluency in English; additional languages are an advantage
What We Offer
- Opportunity to work in a global, multicultural environment
- Exposure to diverse teams and international operations
- Flexible working arrangements (where applicable)
- Continuous learning and professional development opportunities
- Career growth and internal mobility
- Inclusive and supportive workplace culture with a focus on well-being
Tech Mahindra is an Equal Employment Opportunity employer. We promote and support a diverse workforce at all levels of the company. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, age, national origin or disability. All applicants will be evaluated solely on the basis of their ability, competence, and performance of the essential functions of their positions.
