Service Delivery Manager

Founded in 2014, Circles is a global technology company reimagining the telco industry with its innovative SaaS platform, empowering telco operators worldwide to effortlessly launch innovative digital brands or refresh existing ones, accelerating their transformation into techcos. Today, Circles partners with leading telco operators across multiple countries and continents, including KDDI Corporation, Etisalat Group (e&), AT&T, and Telkomsel, creating blueprints for future telco and digital experiences enjoyed by millions of consumers globally. Besides its SaaS business, Circles operates three other distinct businesses: : A wholly-owned digital lifestyle telco brand based in Singapore, is powered by Circles ’ SaaS platform and pioneering go-to-market strategies. It is the digital market leader in Singapore and has won numerous awards for marketing, customer service, and innovative product offerings beyond connectivity. Circles Aspire : A global provider of Communications Platform-as-a-Service (CPaaS) solutions. Its cloud-based Experience Cloud platform enables enterprises, service providers and developers to deliver and scale mobile, messaging, IoT, and connectivity services worldwide. Jetpac : Specializing in travel tech solutions, Jetpac provides seamless eSIM roaming for over 200 destinations and innovative travel lifestyle products, redefining connectivity for digital travelers. Jetpac was awarded Travel eSIM of the Year. Circles is backed by renowned global investors, including Peak XV Partners (formerly Sequoia), Warburg Pincus, Founders Fund, and EDBI (the investment arm of the Singapore Economic Development Board), with a track record of backing industry challengers. About Us Founded in 2014, Circles is a global technology company reimagining the telco industry with its innovative SaaS platform, empowering telco operators worldwide to effortlessly launch innovative digital brands or refresh existing ones, accelerating their transformation into techcos. Today, Circles partners with leading telco operators across multiple countries and continents, including KDDI Corporation, Etisalat Group (e&), AT&T, and Telkomsel, creating blueprints for future telco and digital experiences enjoyed by millions of consumers globally. Besides its SaaS business, Circles operates three other distinct businesses: : A wholly-owned digital lifestyle telco brand based in Singapore, is powered by Circles ’ SaaS platform and pioneering go-to-market strategies. It is the digital market leader in Singapore and has won numerous awards for marketing, customer service, and innovative product offerings beyond connectivity. Circles Aspire : A global provider of Communications Platform-as-a-Service (CPaaS) solutions. Its cloud-based Experience Cloud platform enables enterprises, service providers and developers to deliver and scale mobile, messaging, IoT, and connectivity services worldwide. Jetpac : Specializing in travel tech solutions, Jetpac provides seamless eSIM roaming for over 200 destinations and innovative travel lifestyle products, redefining connectivity for digital travelers. Jetpac was awarded Travel eSIM of the Year. Circles is backed by renowned global investors, including Peak XV Partners (formerly Sequoia), Warburg Pincus, Founders Fund, and EDBI (the investment arm of the Singapore Economic Development Board), with a track record of backing industry challengers. JOB DESCRIPTION Location: Jakarta, Indonesia Department: Service Delivery / Customer Success Reports to: GM Indonesia/ Customer Success About the Role We are seeking a proactive and customer-focused Service Delivery Manager to oversee service delivery within our SaaS-based full stack telco platform (including BSS). You will be the key interface between our customers and internal teams, ensuring high-quality service delivery, supporting business operations, and driving customer satisfaction Key Responsibilities Serve as the primary customer-facing point of contact for technical support and service delivery matters related to our full stack SaaS platform Manage end-to-end service delivery lifecycle including onboarding, implementation, maintenance, and continuous improvement of SAAS services Collaborate closely with product, engineering, backend support, and operations teams to ensure SLA adherence and swift resolution of incidents or service requests. Conduct regular service review sessions with clients to report on performance, SLA metrics, and service improvement plans. Coordinate all minor /major incidents, escalations, war room set up and lead root cause analysis for service interruptions or degradations impacting customer operations. Support customer change requests and ensure smooth deployment of upgrades, patches, and new features within the SAAS platform. Track, report, and analyze service delivery KPIs to drive operational excellence and proactive risk management. Work alongside customer success and sales teams to support new feature launches, renewals, upsell opportunities, and build long-term strategic partnerships. Maintain comprehensive documentation for service delivery processes, workflows, and customer communications. Facilitate effective communication between customer stakeholders and internal teams, translating business requirements into technical delivery plans. Qualifications Bachelor’s degree in engineering, IT, Telecommunications, or a related field. 10 years experience with minimum 3-4 years of experience in a customer facing Service Delivery Manager or technical manager role within SaaS or telecom BSS/OSS environments. Excellent customer-facing skills with a consultative approach to managing client relationships. Proven ability to manage multiple complex projects and priorities simultaneously. Experience working with SLAs, KPIs, and service reporting tools. Familiarity with incident and change management processes, preferably within ITIL or similar frameworks. Exceptional communication, negotiation, and problem-solving skills. Comfortable working collaboratively in cross-functional, geographically dispersed teams. Preferred Skills Knowledge of telecom BSS platforms such as Amdocs, Netcracker, or similar. ITIL Foundation or higher certification. Experience with Agile methodologies and tools. Technical understanding of cloud infrastructure and SaaS platforms. Data-driven mindset with proficiency in service analytics and reporting tools Circles is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, disability or age. Data Protection and Privacy Statement By submitting an application for this position, you, as the applicant, or your authorised representative(s), consent to Circles’ Candidate Data Protection and Privacy Policy . You also agree to the collection, use, and/or disclosure of your personal data by us solely for recruitment purposes as specified in the Policy. You acknowledge that you have read and understood the Policy, are aware of your rights regarding your personal data, and accept the terms relating to international data transfers, where applicable. You further understand that you may withdraw consent at any time, which may affect our ability to consider your application. In instances where your personal data or application is submitted by a third party, it is understood that such third party has been duly authorised by you to disclose the relevant personal data and provide consent on your behalf, and that you have been made aware of this Policy. To all recruitment agencies: Circles will only acknowledge resumes shared by recruitment agencies if selected in our preferred supplier partnership program. Please do not forward resumes to our jobs alias, Circles, employees or any other company location. Circles will not be held accountable for any fees related to unsolicited resumes not uploaded via our ATS. Circles is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, disability or age. Data Protection and Privacy Statement By submitting an application for this position, you, as the applicant, or your authorised representative(s), consent to Circles’ Candidate Data Protection and Privacy Policy . You also agree to the collection, use, and/or disclosure of your personal data by us solely for recruitment purposes as specified in the Policy. You acknowledge that you have read and understood the Policy, are aware of your rights regarding your personal data, and accept the terms relating to international data transfers, where applicable. You further understand that you may withdraw consent at any time, which may affect our ability to consider your application. In instances where your personal data or application is submitted by a third party, it is understood that such third party has been duly authorised by you to disclose the relevant personal data and provide consent on your behalf, and that you have been made aware of this Policy. To all recruitment agencies: Circles will only acknowledge resumes shared by recruitment agencies if selected in our preferred supplier partnership program. Please do not forward resumes to our jobs alias, Circles, employees or any other company location. Circles will not be held accountable for any fees related to unsolicited resumes not uploaded via our ATS.