Service Delivery Manager - ISP & Telecom (Remote)

Hammerjack Pty Ltd; Philippines; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

Hammerjack Pty Ltd in the Philippines seeks an experienced Service Delivery Manager to oversee the delivery and performance of telecommunications and internet services. You will manage client relationships, coordinate technical and operational teams, and ensure that service standards are consistently met.

From a remote location, you will monitor SLAs and KPIs, track incidents, and drive service improvements across projects, upgrades, migrations, and operational initiatives while maintaining

Qualifications

• Proven experience in service delivery management or a related field.
• Strong knowledge of SLA management, KPIs, incident handling, and performance monitoring.
• Excellent client management and stakeholder communication skills.
• Able to work independently in a WFH environment and manage multiple priorities.

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.

Skills

Service Delivery

Telecom / ISP

SLA Management

Stakeholder Communication

Leadership

Multi-team Coordination

Job description

Hammerjack Pty Ltd in the Philippines seeks an experienced Service Delivery Manager to oversee the delivery and performance of telecommunications and internet services. You will manage client relationships, coordinate technical and operational teams, and ensure that service standards are consistently met.

From a remote location, you will monitor SLAs and KPIs, track incidents, and drive service improvements across projects, upgrades, migrations, and operational initiatives while maintaining