Senior Service Delivery Manager - Telco Experts

Miaki Myanmar Ltd; Asia; Remote; PEN 378,000 - 619,000; Full time

Job summary

Miaki Myanmar Ltd is seeking an experienced Senior Service Delivery Manager – Core Network for placement with a reputed Telco-based client in Asia. You will own end-to-end delivery of Core Network managed services, ensuring SLA/KPI performance, service quality, and customer satisfaction across Packet Core, CS Core, IMS/VoLTE, 5G Core, and SDM.

The role requires 12+ years in Telecom with 8+ years in Core Network Delivery, strong ITIL, and multi-vendor coordination.

Qualifications

• Bachelor’s degree in EEE, ETE, CSE or related engineering discipline.
• MBA or equivalent business qualification is an advantage.
• 12+ years in Telecom with an operator, OEM, or managed services provider.
• 8+ years in Core Network Service Delivery, Managed Services, or Account Delivery.
• Proven experience managing SLA/KPI-driven contracts with mobile operators.
• Experience handling major incidents and presenting RCA to senior customer management.

Responsibilities

• Own end-to-end delivery of Core Network managed services and support contracts.
• Monitor SLA, KPI, and OLA performance and take corrective actions.
• Ensure network availability, service continuity, and performance targets.
• Maintain service catalogues, service levels, operational procedures, and documentation.
• 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.
• 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, configurations.
• Drive reduction of MTTR and repeat incidents through post-incident reviews.
• Ensure ITIL-aligned Incident, Problem, Change, and Service Level Management.
• Govern Core Network upgrades, capacity expansions, migrations, feature launches, and network consolidation.
• Oversee 4G/5G Core rollouts, including VNF/CNF deployments.
• Manage and govern SDM deployment, integration, testing, migration, commissioning, and handover.
• Coordinate testing, acceptance, operational handover, and readiness before go-live.
• Coordinate engineering, operations, vendor, and customer teams throughout lifecycle activities.
• 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 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.

Skills

ITIL processes

Service Delivery Management

Leadership

Vendor management

Multi-country delivery

Education

Bachelor’s degree in EEE/ETE/CSE

MBA or equivalent

Tools

Kubernetes

OpenStack

NFV/CNF

Nokia NetAct

Ericsson ENM/OSS-RC

Job description

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 Account Delivery.

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.

Experience managing Core Network and/or Subscriber Data Management (SDM) deployment, integration, testing, and operational delivery is highly preferred.

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

Subscriber Data Management

Strong understanding of Subscriber Data Management (SDM) architecture and operational environments.

Experience with subscriber data platforms and related Core Network elements such as UDM, HLR, HSS, EIR, MNP, or equivalent.

Experience in SDM deployment, integration, testing, migration, commissioning, and operational handover.

Ability to coordinate SDM integration with Core Network and supporting systems.

Experience managing technical risks, dependencies, acceptance testing, and service readiness for SDM solutions.

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 and SDM environments.

Familiarity with platforms such as Nokia NetAct, Ericsson ENM/OSS-RC, or equivalent.

Multi-country/regional delivery experience in Asia-Pacific.

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.

Strong ownership, accountability, and decision-making ability.

Ability to coordinate complex Core Network and SDM delivery activities.

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 Core Network and SDM upgrades, deployments, integrations, migrations, and expansions.

Successful completion of testing, acceptance, and operational handover.

Contract margin and change-request revenue.

Service improvement and operational efficiency.

Candidate Eligibility

Candidates with relevant Telecom Core Network, SDM, Service Delivery, and 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.

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.