Service Delivery Manager ISP / Telecommunications

Employment Type: Full-Time

Work Setup: Work From Home (WFH)

Industry: Internet Service Provider / Telecommunications

Job Overview

We are looking for an experienced Service Delivery Manager to oversee the delivery and ongoing performance of telecommunications and internet services. The role involves managing client relationships, coordinating technical and operational teams, monitoring service performance, and ensuring that agreed service standards are consistently achieved.

Key Responsibilities

• Manage the end-to-end delivery of ISP and telecommunications services.
• Serve as the primary point of contact for clients regarding service delivery and operational concerns.
• Monitor service performance against SLAs, KPIs, and agreed service standards.
• Coordinate with network, technical support, operations, and other internal teams to resolve service issues.
• Track incidents, service requests, escalations, and customer concerns through resolution.
• Identify recurring service problems and coordinate corrective and preventive actions.
• Prepare and present service performance reports and operational updates.
• Conduct regular service reviews with clients and internal stakeholders.
• Support service implementations, upgrades, migrations, and other operational projects.
• Maintain strong client relationships and ensure customer satisfaction.
• Identify opportunities to improve service quality, efficiency, and operational processes.
• Ensure proper documentation and compliance with established service delivery procedures.

Qualifications

• Proven experience in Service Delivery Management, Telecom, ISP, Network Operations, or a related field.
• Experience managing telecommunications or internet service accounts is highly preferred.
• Strong understanding of SLA management, KPIs, incident management, and service performance monitoring.
• Excellent client management and stakeholder communication skills.
• Strong problem-solving, analytical, and escalation management abilities.
• Able to coordinate effectively with technical and non-technical teams.
• Excellent written and verbal English communication.
• Highly organized and capable of managing multiple priorities.
• Strong leadership, decision-making, and negotiation skills.
• Able to work independently in a WFH environment.
• Willing to work flexible schedules when required for service escalations or operational needs.

Preferred Experience

• ISP / Broadband
• Telecommunications
• Network Operations
• IT Service Management
• NOC / Technical Support
• SLA & KPI Management
• Client / Account Management
• Incident & Escalation Management
• Service Improvement / Process Optimization