Service Manager

Job Title: Service Manager - Telecom Operations

Role Overview:

As a Service Manager, you will be responsible for overseeing Internet Service Providers (ISPs) within a telecom operations environment. Your role includes managing relationships, service delivery, and contractual performance both with ISPs and external contractors. The position combines operational management, contract oversight, and service quality improvement.

Key Responsibilities:

ISP Relationship & Service Oversight:

• Onboard new ISPs and coordinate their integration into operational processes.
• Monitor, report, and manage service delivery in line with contractual commitments and stakeholder satisfaction.
• Drive continuous improvement in efficiency and quality of services provided.
• Maintain both commercial and operational relationships with ISPs.
• Act as the primary escalation point for ISP-related issues.

Contractor Management:

• Oversee service contracts with external contractors, ensuring compliance with KPIs and SLAs.
• Manage service level agreements, support and delivery processes, and ensure accurate invoicing.
• Establish and monitor operational and contractual arrangements with third-party suppliers.
• Evaluate contractor performance against internal standards and requirements, implementing improvements as needed.
• Prepare reports to support internal leadership in assessing service quality and contractor performance.
• Develop annual service plans, forecasts, and oversee cost management.
• Identify and implement opportunities for operational improvements and cost efficiencies.
• Lead process escalations and communicate effectively with all key stakeholders.

Qualifications & Experience:

• At least 5 years of experience in a semi-technical or technical operations environment.
• Bachelor's degree or equivalent experience.
• Proven experience in supplier and contract management (SLAs, KPIs).
• Strong communication skills with both internal teams and external partners.
• Working knowledge of fiber network infrastructure is desirable.
• Understanding of telecom operational processes, including monitoring, incident, and service management.
• Financial awareness, including budgeting, forecasting, and purchase order management.
• Proficiency in MS Excel and PowerPoint.

Required Skills & Competencies:

• Results-oriented with a strong sense of ownership and accountability.
• Proactive in managing performance and addressing issues with contractors.
• Tactical mindset combined with hands-on operational ability.
• Strong leadership, analytical thinking, and problem-solving capabilities.
• Customer-focused with the ability to build and maintain professional relationships.
• Demonstrates integrity, transparency, and respect in all interactions.
• Able to motivate and guide teams to deliver high-quality outcomes.