Senior Service Delivery Manager

A leading global company is seeking a Senior Service Delivery Manager for a permanent, full-time position based on-site at a Tier 1 telecom operator in Taguig, Manila.

A leading global company is seeking a Senior Service Delivery Manager for a permanent, full-time position based on-site at a Tier 1 telecom operator in Taguig, Manila. This role offers you the opportunity to become the single point of orchestration for a major customer account, ensuring seamless service assurance, fault management, and platform performance across multiple domains including RAN, Core, and Broadband. You will be empowered to build trusted relationships with senior stakeholders, drive continual service improvement, and support the customer's journey towards advanced automation maturity. The environment is highly collaborative and outcome-focused, where your expertise will directly influence operational excellence and customer satisfaction. Flexible working arrangements around customer operational hours are available, providing you with the chance to demonstrate your commitment to service delivery while enjoying a supportive workplace culture.

• Become the key orchestrator for a Tier 1 telecom operator’s multi-domain estate, managing end-to-end health of service assurance and platform performance.
• Engage at a peer level with senior customer stakeholders on topics such as automation maturity, cross-domain assurance, and platform roadmap development.
• Enjoy flexible working opportunities that accommodate customer operational hours and major incident escalations, ensuring you can balance professional responsibilities with personal needs.

What you'll do:

As a Senior Service Delivery Manager, you will play a pivotal role in orchestrating cross-functional collaboration within a Tier 1 telecom operator’s complex network environment. Your daily activities will involve convening governance forums, tracking actions to closure, coordinating program management tasks such as scheduling and deliverable tracking, and mobilising internal resources to address service assurance priorities. You will engage directly with senior customer stakeholders—such as Advisors & Heads of Program Delivery & Operations—on topics ranging from automation maturity to platform roadmaps. By representing the customer's technical voice internally, you will help shape strategic planning while ensuring operational excellence through robust incident management processes. Your ability to monitor platform stability trends and escalate issues proactively will be crucial in maintaining high standards of service delivery. Success in this role requires you to foster an inclusive environment where departmental silos are eliminated in favour of shared goals centred on customer satisfaction.

• Act as the internal orchestrator for the customer account by aligning System Engineering, Support, Solutions, Design Architecture, and other departments around service assurance priorities.
• Identify and remove departmental silos or hand-off gaps that could impact the customer's value and success experience through proactive collaboration.
• Convene and chair recurring cross-functional account governance and service review forums, tracking actions to closure and ensuring accountability across teams.
• Mobilise the right internal function at the right time using influence and escalation rather than formal authority to achieve desired outcomes.
• Coordinate day-to-day program management for the account by tracking schedules, deliverables, actions, and maintaining status reporting across all involved teams.
• Partner with Account Management to translate customer expectations into actionable internal outcomes without holding commercial responsibility.
• Represent the customer's technical and operational voice in internal planning discussions to ensure their needs are prioritised in roadmap development.
• Own end-to-end health of Incident Management and Problem Management processes across all domains by driving execution across contributing teams.
• Chair Root Cause Analysis reviews for major incidents to ensure corrective and preventive actions are assigned and tracked effectively.
• Monitor platform stability, performance KPIs, capacity headroom, and usage trends across domains; produce regular reports for both customer and internal leadership.

What you bring:

Your proven track record as a Senior Service Delivery Manager will include extensive experience managing large multi-domain accounts at Tier 1 operators in an on-site capacity. You bring deep familiarity with incident governance forums—chairing RCA reviews—and driving accountability for service outcomes across teams. Your ability to engage directly with Director- or VP-level technical stakeholders ensures you can represent the customer's voice credibly during internal planning sessions. A solid understanding of FM/PM correlation techniques positions you as a strategic partner supporting automation maturity initiatives. Your executive-level communication skills enable you to build trust both externally with customers and internally among leadership. You possess strong conflict resolution abilities that help navigate complex stakeholder environments while maintaining focus on continual improvement. With a bachelor’s degree in engineering or related fields plus over eight years’ experience in telecom service delivery or technical account management roles—including exposure to ITIL practices—you are well-equipped to deliver exceptional results.

• Proven ability to lead and influence cross-functionally without formal line authority by fostering collaboration among diverse teams.
• Extensive program management skills demonstrated through successful coordination of large-scale accounts within telecom environments.
• Strong command of Incident Management, Problem Management, and Major Incident governance including chairing RCA forums for accountability.
• Working knowledge across multiple telecom network domains enabling credible engagement with senior technical stakeholders on assurance issues.
• Solid grasp of Fault Management (FM) and Performance Management (PM) disciplines including FM/PM correlation techniques relevant to automation maturity.
• Data-driven analytical approach applied to performance trend analysis for identifying adverse patterns early.
• Executive-level communication skills allowing you to build trust with Director/VP-level customer stakeholders as well as internal leadership.
• Conflict resolution, negotiation, and matrix-influencing skills essential for navigating complex stakeholder environments.
• Continual-improvement mindset comfortable operationalising lessons learned into repeatable practices that enhance service quality.
• Bachelor's degree in Engineering, Telecommunications, Computer Science or related field coupled with 8–12+ years’ experience in service delivery or technical account management within telecom or telecom-software industry.

What sets this company apart:

The organisation behind this opportunity is renowned for its commitment to delivering outstanding customer success within the telecommunications sector. By placing you at the heart of a Tier 1 operator’s operations in Manila, they offer an environment where your expertise is valued not only for operational excellence but also for shaping strategic direction alongside senior stakeholders. The company fosters a culture of collaboration where cross-functional teamwork is encouraged—ensuring no departmental silo impedes customer value or success. Flexible working arrangements allow you to adapt your schedule around critical operational hours or major incident escalations so you can maintain work-life balance while meeting professional demands. Their dedication to continual improvement means you’ll have access to ongoing training opportunities that support your growth as a leader in service delivery. This is an ideal setting for those who thrive on building trusted relationships within high-impact environments while contributing meaningfully to both customer satisfaction and organisational progress.

What's next:

If you are ready to make a significant impact as a Senior Service Delivery Manager within one of Manila’s most respected telecom environments, this is your moment!

Apply today by clicking on the link provided – take your next step towards joining an organisation committed to excellence in service delivery.

Due to the high volume of applications we are experiencing, our team will only be in touch with you if your application is shortlisted.