The Impact You'll Make

We are seeking a committed and experienced Service Manager for our Network Operations (NetOps) team. The Service Manager will be responsible for ensuring seamless delivery of network services, coordinating cross-team resources to resolve issues, and driving continuous service improvement. This role plays a key part in enhancing user experience by upholding high standards of service delivery, managing service-level agreements (SLAs), and overseeing end-to-end (E2E) service operations. The ideal candidate will be a proactive leader who takes ownership of critical incidents and promotes effective communication among all stakeholders.

What You’ll Be Doing

· Take accountability for service delivery performance, ensuring that it meets and exceeds customer expectations and drive future demand.

· Coordinate cross-team resources to efficiently resolve service issues and bottlenecks.

· Oversee day-to-day (E2E) service operations and manage multi-sourcing provider setups.

· Monitor service metrics, key performance indicators (KPIs) and regularly report on service status with recommendations for improvement.

· Ensure that adequate reporting and service standards are met for all network services.

· Manage and communicate all technical changes with appropriate ITIL governance.

· Implement and manage a program of continual service improvement across the wider service delivery function.

· Take ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews.

· Assess customer feedback and use this expertise to establish, improve and refine services.

· Address and rectify reliability issues to ensure service stability.

What We're Looking For

· Proven experience in a Service Manager or similar role within an IT or Network Operations environment.

· Strong understanding and practical experience with ITIL framework and processes.

· Demonstrated experience in managing service delivery, performance and customer expectations.

· Excellent leadership and coordination skills with the ability to manage cross-functional teams and providers.

· Solid understanding of network operations, service metrics and KPIs.

· Experience in financial management and budgeting for IT services.

· Strong problem-solving skills and the ability to take ownership of critical incidents.

· Excellent communication, negotiation and stakeholder management skills.

· A customer-centric approach with a passion for improving service quality and user experience.

· Bachelor’s degree in Information Technology, Computer Science, or a related field is preferred.

What You'll Get from Us

1. We promote from within and support your learning with mentoring, training, and access to global opportunities.
2. You’ll have flexibility, autonomy, and support to do your best work while maintaining a healthy work-life balance. Your well-being matters to us.
3. We strive to create an inclusive work environment where people of all backgrounds are respected, and valued for who they are.
4. You’ll receive benefits like 13th salary, annual bonus, paid vacation, pension plans, personal insurance, and more. These vary by country and contract, but they’re worth asking about—we think they’re pretty great.

Ready to Make a Difference?

If this role excites you, we’d love to hear from you! Apply now to start the conversation and learn more about where your career can go with us.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or other protected category.