Senior Service Delivery Manager

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 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, and 5G Core.

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 Lifecycle Delivery

• Govern Core Network upgrades, capacity expansions, migrations, feature launches, and network consolidation.
• Oversee 4G/5G Core rollouts, including VNF/CNF deployments.
• Ensure testing, acceptance, operational handover, and service readiness before go-live.
• Coordinate engineering, operations, vendor, and customer teams.

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.

Vendor & Partner Management

• 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 environments.

Continuous Service Improvement

• 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.

Team Leadership

• Lead cross-functional teams across Core Engineering, 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.
• 5+ years in Service Delivery, Managed Services, or Account Delivery for Core Network.
• Proven experience managing SLA/KPI-driven contracts with mobile operators.
• Experience handling major incidents and presenting RCA to senior customer management.
• Strong commercial awareness, including contract and P&L management.

Required Technical Skills & Expertise

Core Network

Strong working knowledge of:

Packet Core / EPC: MME, SGW, PGW, HSS, PCRF

5G Core: AMF, SMF, UPF, NRF, AUSF, UDM, PCF

CS Core & IMS/VoLTE: MSC, HLR, CSCF, TAS

Signalling & Charging: DRA/STP, OCS/CHF

Service Management

• Strong understanding of ITIL processes including Incident, Problem, Change, and Service Level Management.
• Experience with major incident management, service restoration, RCA, and preventive actions.
• Strong understanding of SLA, KPI, OLA, availability, response, and resolution metrics.

Preferred Skills & Qualifications

• ITIL v4 Foundation or higher.
• PMP or PRINCE2 certification.
• Experience with cloud-native and virtualized Core environments.
• Knowledge of Kubernetes, OpenStack, NFV/CNF.
• Exposure to multi-vendor Core Network environments.
• Familiarity with platforms such as Nokia NetAct, Ericsson ENM/OSS-RC, or equivalent.
• Multi-country/regional delivery experience in Asia-Pacific.
• MBA or equivalent business qualification.

Key Competencies

• Customer-first mindset and executive presence.
• Calm and decisive leadership during critical incidents.
• Analytical and data-driven service management.
• Strong negotiation and stakeholder management.
• Strong commercial and contract management awareness.
• Excellent written and verbal communication in English.
• Strong ownership, accountability, and decision-making ability.

Key Performance Indicators

• SLA/KPI compliance, including availability, response, and resolution.
• Reduction in major and repeat incidents.
• MTTR improvement.
• Customer satisfaction and service review outcomes.
• Successful on-time delivery of upgrades and expansions.
• Contract margin and change-request revenue.
• Service improvement and operational efficiency.

Candidate Eligibility

• Candidates with relevant Telecom Core Network Service Delivery / Managed Services experience are encouraged to apply.
• Candidates should be willing to work according to the client’s project, travel, and regional delivery requirements.
• Regional travel within Asia may be required.

Salary: Competitive and negotiable based on experience, technical expertise, and market standards.

Compensation & Benefits: As per company/client policy.

Interview & Assessment Process

1. Initial screening by MIAKI HR / Talent Acquisition.
2. Technical and Service Delivery assessment/interview.
3. Management/leadership discussion.
4. Client-specific interview, where applicable.
5. Final selection discussion with the client.

Only shortlisted candidates will be contacted via email or WhatsApp. Shortlisted candidates may be invited to participate in online interviews and/or a video assessment, depending on recruitment and client evaluation requirements.

Application Process

Interested candidates should submit an updated CV highlighting experience in Telecom Core Network, Packet Core, 5G Core, IMS/VoLTE, Managed Services, Service Delivery, SLA/KPI management, ITIL, major incident management, vendor management, customer governance, and contract/commercial management.

Candidates with regional or multi-country Core Network service delivery experience in Asia-Pacific are encouraged to highlight this specifically.

• This position is being recruited by MIAKI for staff augmentation and placement with a reputed Telco-based client in the Asia region, based on the client’s project and business requirements.