Senior Service Delivery Manager

Senior Service Delivery Manager
- Telco Experts
- Technical Job Opening > Senior Service Delivery Manager
- Telco Experts Senior Service Delivery Manager
- Telco Experts Job Title: Senior Service Delivery Manager Employment Type: Full-time Job

Location:
Asia Department: Technology / Managed Services Number of Vacancies: 1 Level: Expert / Senior Hiring Model: Staff Augmentation / Client Placement Client: Reputed Telco-Based Organization in the Asia Region Travel Requirement: Regional travel as required Experience Required: 12+ years in Telecom, including 8+ years in Core Network Service Delivery / Managed Services Job Context MIAKI is an organization with skilled resources that are relentlessly working to make a difference in the spectrum of Tech & Digital Services. As a Multi-Country Service Provider, we specialize in customized software solutions, digital transformation, managed services, and skilled technology resources across local and international markets. We are hiring an experienced Senior Service Delivery Manager – Core Network for placement with one of our reputed Telco-based clients in the Asia region. The selected candidate will own the end-to-end delivery of Core Network managed services and support, with responsibility for service quality, SLA/KPI performance, customer satisfaction, operational governance, and contract delivery across Packet Core, CS Core, IMS/VoLTE, 5G Core, and Subscriber Data Management (SDM). Role & Responsibilities Service Ownership & SLA Management Own end-to-end delivery of Core Network managed services and support contracts. Monitor SLA, KPI, and OLA performance and take proactive corrective actions. Ensure network availability, service continuity, and performance targets. Maintain service catalogues, service levels, operational procedures, and documentation. Customer Relationship & Governance Act as the primary service delivery contact for the operator's Core Network leadership. Lead monthly/quarterly service reviews, steering committees, and governance meetings. Present service performance, risks, improvement plans, and roadmaps to senior stakeholders. Drive customer satisfaction, contract renewal, and account growth. Incident, Problem & Change Management Oversee major incident management for critical Core Network outages. Lead bridge calls and ensure timely customer communication. Drive RCA and Problem Management to prevent recurring faults. Govern changes involving upgrades, patches, expansions, migrations, and configuration changes. Drive reduction of MTTR and repeat incidents through post-incident reviews. Ensure ITIL-aligned Incident, Problem, Change, and Service Level Management. Core Network & SDM Lifecycle Delivery Govern Core Network upgrades, capacity expansions, migrations, feature launches, and network consolidation. Oversee 4G/5G Core rollouts, including VNF/CNF deployments. Manage and govern Subscriber Data Management (SDM) service delivery activities. Oversee SDM-related deployment, integration, testing, migration, commissioning, and operational handover. Ensure successful integration of SDM solutions with relevant Core Network elements and surrounding systems. Coordinate technical teams during SDM and Core Network implementation, integration, testing, and acceptance activities. Ensure appropriate testing, acceptance, operational handover, and service readiness before go-live. Coordinate engineering, operations, vendor, and customer teams throughout lifecycle activities. Contract & Commercial Management Manage service scope, deliverables, service credits/penalties, and change requests. Support P&L management, budgeting, forecasting, cost control, and margin protection. Identify additional service, expansion, and change-request opportunities. Coordinate with account/commercial teams on contract matters. Manage OEM and third-party partners against agreed SLAs. Coordinate escalations to vendor TAC/R&D for critical issues. Monitor vendor performance and drive corrective actions. Manage multi-vendor coordination across Core Network and SDM environments. Lead service improvement, automation, and operational efficiency initiatives. Monitor capacity and service trends and recommend proactive optimization. Support security hardening, compliance audits, and regulatory requirements. Drive improvements based on service performance and customer feedback. Lead cross-functional teams across Core Engineering, SDM, NOC/SOC, Field Operations, and Support. Manage workload, resource planning, priorities, and operational coordination. Mentor junior service delivery and technical resources. Job Requirements Educational Requirements Bachelor’s degree in EEE, ETE, CSE, or related engineering discipline. MBA or equivalent business qualification is an advantage. Experience Requirements 12+ years in Telecom with an operator, OEM, or managed services provider. 8+ years in Core Network Service Delivery, Managed Services, or