Service Delivery Manager

About the role

We are seeking a proactive and customer-focused Service Delivery Manager to oversee service delivery within our SaaS‑based full stack telco platform (including BSS). You will be the key interface between our customers and internal teams, ensuring high‑quality service delivery, supporting business operations, and driving customer satisfaction.

Key responsibilities

• Serve as the primary customer‑facing point of contact for technical support and service delivery matters related to our full stack SaaS platform.
• Manage end‑to‑end service delivery lifecycle including onboarding, implementation, maintenance, and continuous improvement of SaaS services.
• Collaborate closely with product, engineering, backend support, and operations teams to ensure SLA adherence and swift resolution of incidents or service requests.
• Conduct regular service review sessions with clients to report on performance, SLA metrics, and service improvement plans.
• Coordinate all minor/major incidents, escalations, war‑room set‑up and lead root‑cause analysis for service interruptions or degradations impacting customer operations.
• Support customer change requests and ensure smooth deployment of upgrades, patches, and new features within the SaaS platform.
• Track, report, and analyze service delivery KPIs to drive operational excellence and proactive risk management.
• Work alongside customer success and sales teams to support new feature launches, renewals, upsell opportunities, and build long‑term strategic partnerships.
• Maintain comprehensive documentation for service delivery processes, workflows, and customer communications.
• Facilitate effective communication between customer stakeholders and internal teams, translating business requirements into technical delivery plans.

Required profile

• Bachelor’s degree in engineering, IT, telecommunications, or a related field.
• 10 years of experience with at least 3‑4 years in a customer‑facing Service Delivery Manager or technical manager role within SaaS or telecom BSS/OSS environments.
• Excellent customer‑facing skills with a consultative approach to managing client relationships.
• Proven ability to manage multiple complex projects and priorities simultaneously.
• Experience working with SLAs, KPIs, and service reporting tools.
• Familiarity with incident and change management processes, preferably within ITIL or similar frameworks.
• Exceptional communication, negotiation, and problem‑solving skills.
• Comfortable working collaboratively in cross‑functional, geographically dispersed teams.

Required skills

• Knowledge of telecom BSS platforms such as Amdocs, Netcracker, or similar.
• ITIL Foundation or higher certification.
• Experience with Agile methodologies and tools.
• Technical understanding of cloud infrastructure and SaaS platforms.
• Data‑driven mindset with proficiency in service analytics and reporting tools.