Telco Service Manager

<h4>Company Overview</h4><p><br>Holafly is a high-growth scale-up revolutionising how businesses and travellers connect to the internet abroad. Since 2018, we’ve empowered travellers in over 200 destinations worldwide with secure and reliable eSIM solutions. With a team of 600+ professionals across multiple countries, we are scaling globally to support travellers with seamless, unlimited data connectivity.</p><p>We’re not just connecting people—we’re enabling freedom and peace of mind, ensuring our users stay connected from the second they land, wherever their journey takes them.</p><h5>The Role</h5><p></p><p>As our Telco Service Manager, you will bridge the gap between technical operations and business goals by establishing elite ITIL4® Service Management practices. You will directly influence our global reliability by orchestrating high-performance relationships with mobile service providers and internal stakeholders.</p><h5>Key Responsibilities</h5><ul><li><p><span>Establish and scale the ITIL4® Change Management and Service Management practices to ensure operational excellence across all carrier interactions.</span></p></li><li><p><span>Drive provider performance by monitoring SLA compliance and steering relationships to exceed contractual benchmarks.</span></p></li><li><p><span>Ensure business continuity by developing robust BCP and contingency plans, validated through regular tabletop simulation exercises.</span></p></li><li><p><span>Mastermind technical changes by leading detailed CR follow-ups and planning unimpactful deployments for our 24/7/365 global service.</span></p></li><li><p><span>Eliminate operational dependencies by building comprehensive documentation and automated workflows within our ITSM tools.</span></p></li><li><p><span>Strategize platform growth by collaborating with stakeholders to proactively scale network capacity and service capabilities.</span></p></li></ul><h5>Qualifications</h5><ul><li><p><span>5+ years acting as a Service Manager (experience in MVNOs is a plus), telecommunications professional with deep technical knowledge of 3G to 5G core networks and mobile roaming technologies.</span></p></li><li><p><span>Expertise in ITIL practices, specifically in managing MSAs, SLAs, and major telco KPIs.</span></p></li><li><p>JIRA experience, capable of implementing ITIL best practices within JIRA (change mgmt, incident/problem mgmt, RCA, etc) - MUST</p></li><li><p>War room leader, capable of coordinating global support teams to restore services quickly</p></li><li><p>RCA management, focusing on facts and continuous improvements, supplier management, capacity management, SLA, OLA, KPI tracking</p></li><li><p><span>Engineering mindset with the ability to analyze, resolve, and repeat complex technical processes.</span></p></li><li><p><span>Fast learner with the adaptability to thrive in a high-paced, brave scale-up environment.</span></p></li><li><p><span>Industry-standard expert certifications in Service or Project Management.</span></p></li><li><p><span>Hands-on experience with eSIM technologies (SM-DP+, RSS, OTA) and telco protocols (Diameter, Radius, DNS).</span></p></li></ul><h5>Benefits & Perks</h5><ul><li><p>Remote-first culture with a focus on outcome over hours.</p></li><li><p>Flexible working schedule to support your work-life balance.</p></li><li><p>The opportunity to grow within a blameless, collaborative environment that values ownership and continuous improvement.</p></li></ul>