Technical Service Delivery Manager

AudioCodes; Taguig; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

AudioCodes is seeking a Technical Service Delivery Manager to oversee the delivery and operational excellence of enterprise voice and Microsoft Teams Telephony services in Manila. This customer-facing role requires strong technical expertise and service delivery management skills to ensure reliability and performance of critical voice solutions.

The ideal candidate will manage incident response, oversee software deployments, and collaborate with internal teams to meet customer requirements. A passion for driving customer satisfaction is essential.

Qualifications

• Experience leading service delivery for voice and unified communications.
• Strong understanding of incident management processes.
• Proven capability in managing customer relationships.

Responsibilities

• Act as the primary technical contact for the customer.
• Lead major incident management and root cause analysis.
• Ensure availability and performance of voice platforms.

Skills

Customer-facing service delivery

Technical expertise in voice solutions

Stakeholder management

Incident management

Job description

AudioCodes is currently looking for an experienced Technical Service Delivery Manager to lead the delivery and operational excellence of enterprise Voice and Microsoft Teams Telephony services for a strategic customer in Manila. This customer-facing leadership role combines technical expertise, service delivery management, and stakeholder engagement to ensure the reliability, performance, and continuous improvement of mission‑critical voice solutions.

About Us

We are AudioCodes, (NASDAQ: AUDC) a global leader in voice communications, voice AI, Unified Communications, Contact Center, and AI‑powered customer experience solutions. For over 30 years, we have helped enterprises and service providers worldwide modernize their communications environments and deliver exceptional employee and customer experiences.

As a trusted Microsoft partner and a leader in Voice AI and Conversational AI, AudioCodes enables organizations to accelerate digital transformation through innovative solutions that integrate seamlessly with Microsoft Teams, Zoom, and other leading collaboration platforms.

With a global presence, thousands of customers worldwide, and a strong ecosystem of partners, AudioCodes is recognized as a market leader in enterprise communications and AI‑driven voice solutions.

Your mission

We are looking for an experienced Technical Service Delivery Manager to lead the delivery and operational excellence of voice and unified communications services for one of our strategic enterprise customers. This is a resident, customer-facing role requiring a strong combination of technical expertise, service delivery leadership, and stakeholder management.

You will serve as the primary technical and service management focal point, ensuring the availability, performance, and continuous improvement of the customer's voice infrastructure while leading incident management, project execution, and operational governance.

Responsibilities

• Act as the primary technical and service delivery contact for the customer, driving operational excellence and customer satisfaction.
• Lead major incident management, coordinate technical response teams, and drive root cause analysis to prevent recurring issues.
• Ensure the availability, performance, and security of enterprise voice and unified communications platforms.
• Oversee software deployments, infrastructure upgrades, system configurations, and change management activities.
• Manage the delivery of voice-related projects while ensuring alignment with customer requirements and organizational standards.
• Monitor operational KPIs, service levels, and system health, providing regular performance reports and recommendations to both customer and internal management.
• Collaborate with customer stakeholders, partners, and internal technical teams to ensure successful service delivery.
• Support executive stakeholders by providing high‑priority technical assistance when required.
• Coordinate technical support for field offices and project deployments as needed.