AudioCodes is currently looking for an experienced Technical Service Delivery Manager to lead the delivery and operational excellence of enterprise Voice and Microsoft Teams Telephony services for a strategic customer in Manila. This customer-facing leadership role combines technical expertise, service delivery management, and stakeholder engagement to ensure the reliability, performance, and continuous improvement of mission-critical voice solutions.
About Us
We are AudioCodes, (NASDAQ: AUDC) a global leader in voice communications, voice AI, Unified Communications, Contact Center, and AI-powered customer experience solutions. For over 30 years, we have helped enterprises and service providers worldwide modernize their communications environments and deliver exceptional employee and customer experiences.
As a trusted Microsoft partner and a leader in Voice AI and Conversational AI, AudioCodes enables organizations to accelerate digital transformation through innovative solutions that integrate seamlessly with Microsoft Teams, Zoom, and other leading collaboration platforms.
With a global presence, thousands of customers worldwide, and a strong ecosystem of partners, AudioCodes is recognized as a market leader in enterprise communications and AI-driven voice solutions.
Your mission
We are looking for an experienced Technical Service Delivery Manager to lead the delivery and operational excellence of voice and unified communications services for one of our strategic enterprise customers. This is a resident, customer-facing role requiring a strong combination of technical expertise, service delivery leadership, and stakeholder management.
You will serve as the primary technical and service management focal point, ensuring the availability, performance, and continuous improvement of the customer's voice infrastructure while leading incident management, project execution, and operational governance.
Responsibilities
- Act as the primary technical and service delivery contact for the customer, driving operational excellence and customer satisfaction.
- Lead major incident management, coordinate technical response teams, and drive root cause analysis to prevent recurring issues.
- Ensure the availability, performance, and security of enterprise voice and unified communications platforms.
- Oversee software deployments, infrastructure upgrades, system configurations, and change management activities.
- Manage the delivery of voice-related projects while ensuring alignment with customer requirements and organizational standards.
- Monitor operational KPIs, service levels, and system health, providing regular performance reports and recommendations to both customer and internal management.
- Collaborate with customer stakeholders, partners, and internal technical teams to ensure successful service delivery.
- Support executive stakeholders by providing high-priority technical assistance when required.
- Coordinate technical support for field offices and project deployments as needed.
- Ensure compliance with customer security policies, governance standards, and change management processes.
- Identify opportunities to improve service quality, operational efficiency, and customer experience.
- Mentor and coordinate technical engineers, fostering collaboration and accountability across the service team.
Requirements
- 5+ years of hands-on experience supporting enterprise Voice, Unified Communications, or Telecommunications environments - must
- 3+ years of experience leading technical service delivery, IT operations, or customer-facing technical teams - must
- Bachelor's degree in Information Technology, Computer Science, Telecommunications, or a related field, or equivalent practical experience.
- Strong expertise with Microsoft Teams Telephony and enterprise voice infrastructure.
- Hands-on experience deploying, configuring, and supporting AudioCodes solutions, including SBCs, Mediant Gateways, Routing Manager, and IP Phones.
- Strong knowledge of SIP signaling, call flows, and troubleshooting complex voice and telephony issues.
- Experience administering Microsoft Teams via the Teams Admin Center and automating provisioning using PowerShell, Python, or similar scripting tools.
- Proven experience managing major incidents, problem management, and service delivery in SLA-driven environments.
- Strong customer-facing communication, stakeholder management, and presentation skills.
- Excellent analytical, troubleshooting, organizational, and documentation skills.
- Demonstrated leadership, ownership, and the ability to drive technical teams and customer engagements.
- Excellent verbal and written English communication skills.
- Ability to work on-site in Manila.
Preferred Qualifications
- Project Management certification (PMP, PRINCE2, or equivalent).
- ITIL Foundation or other IT Service Management certification.
- Experience managing resident engineering teams or enterprise managed services.
- Experience supporting global enterprise customers in mission-critical production environments.