Technical Service Delivery Manager (Perm)

We are seeking an experienced Technical Service Delivery Manager to lead and develop our client Level 2 Technical Support team, supporting telecommunications operators, Internet Service Providers (ISPs) and enterprise customers globally.

This is a senior technical leadership and customer-facing role responsible for driving support excellence, managing critical technical escalations and ensuring the effective delivery of support services. You will lead and mentor a team of L2 Systems Engineers, provide technical direction on complex issues, oversee major customer incidents and ensure cases are driven towards timely and satisfactory resolution.

Working closely with customers, internal engineering teams and other stakeholders, you will play a key role in strengthening the technical capabilities of the support organisation, improving service quality and maintaining strong customer relationships.

Responsibilities:

• Lead, mentor and develop the L2 Systems Engineers, fostering a culture of technical excellence, accountability and continuous improvement.
• Provide technical direction and guidance on complex L2/L3 issues, critical incidents and challenging customer escalations.
• Identify technical competency and process gaps, and implement initiatives to improve troubleshooting capabilities and overall team performance.
• Ensure adequate support coverage and serve as the management escalation point for critical incidents.
• Participate in recruitment, onboarding, training and ongoing development of support engineers.
• Maintain oversight of major, high-priority, ageing and business-critical customer cases.
• Ensure incidents are appropriately prioritised, investigated, documented and escalated, with clear ownership and defined next steps.
• Coordinate with Product Engineering, R&D, Operations and external partners to drive complex technical issues towards resolution.
• Ensure cases progress towards a confirmed resolution, effective workaround, agreed action plan or appropriate closure.
• Review and provide technical oversight of Root Cause Analysis (RCA) reports, Method of Procedures (MOPs) and technical recommendations.
• Drive investigations into recurring incidents and ensure appropriate corrective and preventive actions are implemented.
• Ensure key technical findings, resolutions and lessons learnt are documented and communicated to relevant teams and customers.
• Act as the senior technical support contact for key customers and major escalations.
• Build and maintain strong working relationships with customer technical, engineering and operational teams.
• Provide clear, proactive and timely updates during major incidents, prolonged investigations and service-impacting issues.
• Manage customer expectations by communicating technical findings, recovery plans, risks and next steps effectively.
• Lead or participate in service reviews with key customers to address support performance, recurring issues and improvement opportunities.
• Work closely with Sales and Account Management teams on significant technical issues that may impact customer satisfaction or business relationships.
• Monitor support performance and ensure compliance with agreed Service Level Agreements (SLAs) and service commitments.
• Establish and maintain effective support workflows, escalation procedures, operational guidelines and documentation standards.
• Review service performance trends, recurring incidents and ageing cases, taking proactive measures to address potential service risks.
• Promote consistent application of incident, problem and change management practices across the support organisation.
• Identify and drive continuous improvement initiatives to enhance support efficiency, troubleshooting effectiveness, case management and customer experience.

Requirements

• Minimum 7 years of relevant experience in technical support, systems engineering, networking, telecommunications or production operations.
• Proven experience in senior L2/L3 technical support, escalation management or a similar technical leadership role.
• Strong working knowledge of Linux systems and networking technologies, including TCP/IP, DNS, DHCP, routing, VLANs, firewalls and VPNs.
• Familiarity with telecommunications and ISP technologies such as RADIUS/AAA, Diameter, subscriber authentication and DDI will be highly advantageous.
• Ability to understand and guide troubleshooting across multiple technology layers, including network infrastructure, operating systems, applications and databases.
• Experience with virtualization, cloud platforms, monitoring solutions and high-availability production environments.
• Practical knowledge of incident, problem and change management, including RCA and MOP reviews.
• Experience supporting mission-critical or carrier-grade environments will be an added advantage.
• Experience leading, mentoring or developing technical engineers. Formal people-management experience will be advantageous.
• Strong technical leadership skills, with the ability to guide engineers through complex technical challenges without necessarily being directly involved in every troubleshooting task.
• Ability to prioritise competing demands, exercise sound judgement and coordinate multiple teams towards effective resolution.
• Strong sense of ownership, accountability and commitment to timely case closure.
• Ability to balance technical oversight, team leadership and customer management responsibilities.
• Strong customer-facing communication and stakeholder management skills, particularly in high-pressure escalation situations.
• Ability to manage customer expectations and maintain professional relationships during critical incidents and prolonged technical investigations.
• Excellent written and verbal communication skills, with strong technical documentation and reporting capabilities.
• Proactive mindset with a focus on service quality, operational efficiency and continuous improvement.

We regret that only shortlisted candidates will be notified.

GMP Technologies (S) Pte Ltd | EA License: 11C3793 | EA Personnel: Bautista Gia Grace De Guzman | Registration No: R23111973

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