Service Delivery Manager

Location: Jakarta, Indonesia

Department: Service Delivery / Customer Success

Reports to: GM Indonesia/ Customer Success

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.

• 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.

• Bachelor’s degree in engineering, IT, Telecommunications, or a related field.
• 10 years of experience with a minimum of 3‑4 years 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.

• 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.