Service Manager - Telecom Managed Services

Job Title: Service Manager – Telecom Managed Services Company: iEPM Location: Saudi Arabia Employment Type: Full-Time / Project-Based About iEPM Since 2012, iEPM has been a Saudi company specializing in strategic planning, project and portfolio management, digital transformation, corporate governance, and business process re-engineering. We combine specialized consulting and managed services with our own proprietary, registered software products, helping government entities, enterprises, and SMEs translate strategies into measurable outcomes, improve operational efficiency, and achieve sustainable performance. At iEPM, we don’t just advise; we deliver. Join a team that contributes to impactful national projects, develops its own innovative products, and grows with every challenge. Job Summary We are seeking an experienced Service Manager to oversee managed-service governance, service delivery performance, SLA monitoring, stakeholder coordination, and continuous improvement within telecommunications planning operations. Key Responsibilities • Oversee managed-service delivery and operational governance. • Monitor Service Level Agreements (SLAs) and contractual commitments. • Conduct service performance reviews and governance meetings. • Track service KPIs, risks, issues, and corrective actions. • Manage escalations and coordinate issue resolution. • Implement continuous service improvement initiatives. • Coordinate with planning teams and customer stakeholders. • Ensure service continuity and resource coverage. • Maintain service reporting and governance documentation. • Support operational performance and customer satisfaction objectives. Qualifications and Requirements • Bachelor's degree in Business Administration, Engineering, Information Technology, or a related field. • Proven experience in managed-service delivery and governance. • Strong understanding of SLA monitoring and performance reporting. • Experience managing customer relationships and escalations. • Knowledge of telecommunications operations or planning services is preferred. • Excellent coordination, communication, and problem-solving skills. • Experience in service continuity and operational risk management. • ITIL or relevant service management certification is preferred. • Ability to coordinate multidisciplinary service delivery teams.