Benhard Fernandus Manalu
Results-driven IT & Telecommunications professional with 24 years of experience in strategic initiatives and technology integration. Expertise in Presales, Bid Management, and Project Management, with a proven track record in end-to-end project execution, operational efficiency, and hardware fault reduction. Committed to leveraging strategic planning and cross-functional leadership to deliver impactful outcomes.
Work History
Technical Support Service Business Group Delivery Manager
1 Year 9 MonthsFor CSP Indosat Ooredoo Hutchison Indonesia
Responsibilities:
- Managed customer relationships during Care/Operation phase, enhancing customer satisfaction and fostering connections with key Care/Operation contacts.
- Oversaw care business management for contract renewals, business planning, analysis, and supported sales activities to drive profitability.
- Directed operational management of Care/Operation services, optimizing Nokia performance in alignment with customer SLAs.
- For CSP Indosat Ooredoo Hutchison Indonesia
Nokia Awards & Recognition.
- 2025: Care Program Manager Excellence Award (H2 2025) for exceptional performance and outstanding achievements.
- 2025: Recognition & Appreciation Award for reducing Nokia RAN HW fault rates from 23% to ~2% and improving customer perception of HW reliability.
Customer Delivery Manager
11 MonthsFor Telkom Group and Enterprise Project, enhancing services in Indonesia, Malaysia, Sri Lanka, and Bangladesh.
Responsibilities:
Directed end-to-end service delivery across telecom projects, ensuring scope, schedule, and quality alignment.
Coordinated cross-functional teams to resolve delivery risks and maintain milestone commitments.
Managed stakeholder communication between customers, engineering, and operations to support smooth execution.
Customer Delivery Manager
1 Year 11 MonthsResponsibilities:
Strengthened business operations for Telco Operator Smartfren.
Directed end-to-end delivery activities across telecom projects, aligning milestones with customer commitments and internal teams.
Coordinated cross-functional stakeholders to resolve delivery risks, dependencies, and service issues quickly.
Managed project schedules, resource plans, and escalation paths to maintain consistent execution.
Customer Delivery Manager
2 Years 1 MonthFor Telco Operator XL Axiata and Smartfren.
Responsibilities:
- Nokia Executive Customer interface accountable for E2E customer deliveries.
- Oversaw account contracted business financials, focusing on revenues, sales margin, costs, and cash collection of HW/SW and services.
- Handled project P&L.
- Support in presales activity as extensions on the current contract
- For Telco Operator XL Axiata and Smartfren.
Nokia Awards & Recognition.
- 2019: Delivery Excellence Award for supporting the rollout of 5,000 Indosat sites in 22 weeks.
Lead Care Program Manager
4 Years 6 MonthsFor Telco Operator Indosat Ooredoo.
Responsibilities:
- Managed customer relationships in Care phase, enhancing customer satisfaction and fostering connections with key Care contacts.
- Oversaw care business management for contract renewals, business planning, analysis, and supported sales activities and cost/profitability initiatives.
- Directed operational management of Care services, optimizing Nokia's performance in alignment with customer SLAs.
Nokia Awards & Recognition.
- 2017: Care Program Manager Reward & Recognition for TSS Upsell achievement in Q4 2016
Head of Commercial
1 Year 11 MonthsResponsibilities:
- Led end-to-end business activities for key customers (Telkomsel, Indosat, XL, AXIS, Bakrie), driving strategic partnerships.
- Account Management, Business Development, Sales Strategy, Technical Management & Operation Support.
- Managed customer relationships, enhancing customer satisfaction through targeted engagement initiatives.
- Managed public tower provisioning operations.
Education
Master of Commerce - Business Information System
Master of Information And Communication Technology - Informatics
Bachelor - Telecommunications
Skills
Certification
Soft Skill Training
- Oct 2023 Effective Communication & Negotiation by CJ Consulting Group
- June 2019 Nokia Leader Program, by Nokia Hangzhou China
- Nov 2017 Project Director Bootcamp by Nokia Global
- Apr 2014 Consultative Selling & Negotiation Skill by Supreme Learning International
- Feb 2009 Customer Relationship by Nokia Siemens Network Academy Singapore.
- Feb to Oct 2008 Presentation Skill for Senior Executive, Contract Management and Program Management by Nokia Siemens Network Singapore.
- Nov 2007 Financials Management, by Nokia Siemens Networks Academy, Singapore
Technical Skill Training
- Dec 2001 UMTS Introduction by Siemens AG, Munich Germany
- Oct 2001 Intelligent Network for Project Manager by Siemens Training Centre, Austria.
Project Management Training
- Jul – Dec 2006 Project Manager Certification by Project Management Institute (PMI)
- Feb 2006 Project Management Training by Project Management Institute (PMI)
Personal Information
- Place & DoB : Medan, 30 August 1971
- Nationality : Indonesian
- Address : JL Mutiara No 45 Rt 005/02 Jakarta 10640 Indonesia
- Phone No : Mobile +62 815 8988 391
- Email : benhard_m@yahoo.com
- Linkedin : https://www.linkedin.com/in/benhard-manalu-6649885