Senior Service Delivery Manager

We’re building the future of how the world communicates.

Netcracker, part of NEC Corporation, combines deep telecom industry expertise with cutting-edge cloud-native and AI-powered innovations to enable communications service providers and enterprises to transform their businesses, unlock innovation, and create meaningful digital experiences for millions of people around the world. With more than 30 years of experience serving over 250 customers in more than 70 locations worldwide, we are the global market leader in telecom software and services.

Join us and be part of a team that is not just keeping up with the digital future but is leading the way.

Job Summary

The Managed Services Manager leads the delivery and lifecycle management of Business Support Systems (BSS) services for telecom operators. The role focuses on ensuring high-quality service operations, SLA compliance, and continuous improvement across billing, CRM, order management, and revenue assurance platforms. They oversee cross-functional teams, manage client relationships, drive operational efficiency, and align service delivery with business goals. Additionally, the director is responsible for financial performance, risk management, and leveraging automation and digital transformation to enhance service outcomes and customer experience.

Responsibilities

Own all activities around the Production environment in the scope of post-production support service;

Be a key expert in the support area, provide guidance and help to other team members as required;

Be the main contact point for internal (within the company’s organisation) and external (customer IT and business teams) escalations;

Build a good relationship with the customer;

Make sure all customer requests are promptly handled and resolved for continuous, courteous and professional support coverage;

Act as a customer advocate across all departments within Netcracker;

Skills & Experience

Progressive experience in the technical/client/application support fields, requiring solid technical skills in the BSS domain.

Ownership, excellent communication skills and interpersonal skills

Ability to assume a leadership role; owning the job; team player; constant focus on results

Strong troubleshooting and problem-solving skills; quick learner

Consistently sound level of judgment and professional conduct

Ability to multitask, work under pressure, and meet challenging deadlines

Knowledge of SW development/implementation methodology (Agile, Waterfall)

Willingness and ability to travel

Knowledge in BSS solutions, experience in business transformation programs

Enterprise software, telecommunications or call center background

Knowledge/experience in the following concepts and technologies: NFV, SDN, Cassandra, Ignite, Kafka, REST API, Microservices, Machine Learning

Education:

Bachelor’s degree in related field

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