Senior Service Delivery Manager

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 Lifecycle Delivery

• Govern Core Network upgrades, capacity expansions, migrations, feature launches, and network consolidation.
• Oversee 4G/5G Core rollouts, including VNF/CNF deployments.
• Ensure testing, acceptance, operational handover, and service readiness before go-live.
• Coordinate engineering, operations, vendor, and customer teams.

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.

Vendor & Partner Management

• 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 environments.

Continuous Service Improvement

• 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.

Team Leadership

• Lead cross-functional teams across Core Engineering, NOC/SOC, Field Operations, and Support.
• Manage workload, resource planning, priorities, and operational coordination.
• Mentor junior service delivery and technical resources.