Service Delivery Manager

Michael Page; Philippines; On-site; PHP 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Flexible work environment

Professional growth opportunities

Exposure to advanced technologies

Work with executives and global teams

Competitive compensation

Job summary

A multinational tech company in the Philippines is looking for a qualified candidate for a voice technology role. The individual will manage incidents and provide technical oversight for voice systems, ensuring performance and security. Candidates should have a degree in IT, along with at least five years of relevant experience, particularly in managing voice incidents and strong troubleshooting skills. This role offers competitive compensation and opportunities for career advancement in a collaborative environment.

Qualifications

• Minimum 5 years of experience managing voice-related incidents.
• Strong proficiency in troubleshooting voice issues.
• At least 3 years of IT project management experience.
• Hands-on experience deploying and configuring SBCs, gateways, routing managers, IP phones, and MS Teams telephony.
• Knowledge of unified communications including cloud-based Microsoft Teams telephony.
• Experience with MS Teams Admin Center and scripting (PowerShell, Python).
• Excellent English communication skills (written and verbal).
• Strong documentation skills for incident and configuration records.
• At least 3 years of IT project management or voice technology service management experience.

Responsibilities

• Act as the primary contact for major incidents.
• Oversee integrity and performance of customer voice systems.
• Track KPIs and prepare performance reports.
• Facilitate secure communication with external parties and subject matter experts.
• Provide specialized technical support to executives with confidentiality and efficiency.
• Support field offices with technical requirements for deployments and missions.
• Adhere to customer change management and security protocols.
• Track KPIs, prepare performance reports, and present findings to management.
• Identify opportunities for service and process improvements.

Skills

Voice-related incident management

SIP log interpretation

Microsoft Teams telephony

Documentation skills

Technical troubleshooting

Documentation

Stakeholder communication

Project management

Education

Bachelor's degree in IT or related field

Tools

PowerShell

Python

Microsoft Teams Admin Center

SIP analysis tools

Job description

• Multinational tech company looking to grow their presence in the Philippines
• Attractive salary and benefits

About Our Client

A global technology provider specializing in advanced voice-over-IP and data networking solutions. Our mission is to empower enterprises and service providers with reliable communication systems that drive connectivity and collaboration worldwide.

Job Description

• Act as the primary contact for major incidents, coordinating customer voice teams and leading root cause analysis.
• Oversee the integrity, security, and performance of customer voice systems, including installations, updates, and configurations.
• Ensure uptime and optimal performance of voice/telecommunications services.
• Facilitate secure communication with external parties and subject matter experts.
• Provide specialized technical support to executives with confidentiality and efficiency.
• Support field offices with technical requirements for deployments and missions.
• Adhere to customer change management and security protocols.
• Track KPIs, prepare performance reports, and present findings to management.
• Identify opportunities for service and process improvements.

The Successful Applicant

• Bachelor's degree in IT or related field, or equivalent experience.
• Minimum 5 years of experience managing voice-related incidents, requests, and problem management.
• Strong proficiency in interpreting SIP logs and troubleshooting voice issues.
• Hands-on experience deploying and configuring SBCs, gateways, routing managers, IP phones, and MS Teams telephony.
• Knowledge of unified communications, including cloud-based Microsoft Teams telephony.
• Experience with MS Teams Admin Center and scripting (PowerShell, Python).
• Excellent English communication skills (written and verbal).
• Strong documentation skills for incident and configuration records.
• At least 3 years of IT project management or voice technology service management experience.
• Certifications in Project Management or IT Service Management are a plus.
• Demonstrated leadership in technical environments with proven accountability.

What's on Offer

• A flexible and collaborative work environment.
• Opportunities for professional growth and career development.
• Exposure to cutting-edge voice and unified communication technologies.
• The chance to work closely with high-level executives and global teams.
• Competitive compensation and benefits package.