Telco Service Manager

Telco Service Manager Company Overview 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. 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. The Role 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. Key Responsibilities Establish and scale the ITIL4® Change Management and Service Management practices to ensure operational excellence across all carrier interactions. Drive provider performance by monitoring SLA compliance and steering relationships to exceed contractual benchmarks. Ensure business continuity by developing robust BCP and contingency plans, validated through regular tabletop simulation exercises. Mastermind technical changes by leading detailed CR follow-ups and planning unimpactful deployments for our 24/7/365 global service. Eliminate operational dependencies by building comprehensive documentation and automated workflows within our ITSM tools. Strategize platform growth by collaborating with stakeholders to proactively scale network capacity and service capabilities. Qualifications 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. Expertise in ITIL practices, specifically in managing MSAs, SLAs, and major telco KPIs. JIRA experience, capable of implementing ITIL best practices within JIRA (change mgmt, incident/problem mgmt, RCA, etc) - MUST War room leader, capable of coordinating global support teams to restore services quickly RCA management, focusing on facts and continuous improvements, supplier management, capacity management, SLA, OLA, KPI tracking Engineering mindset with the ability to analyze, resolve, and repeat complex technical processes. Fast learner with the adaptability to thrive in a high-paced, brave scale-up environment. Industry-standard expert certifications in Service or Project Management. Hands-on experience with eSIM technologies (SM-DP+, RSS, OTA) and telco protocols (Diameter, Radius, DNS). Benefits & Perks Remote-first culture with a focus on outcome over hours. Flexible working schedule to support your work-life balance. The opportunity to grow within a blameless, collaborative environment that values ownership and continuous improvement. Department Carriers Locations India Remote status Fully Remote Employment type Contract About Holafly During a trip to Thailand, Pedro and Lidia, the founders of Holafly, experienced the frustration of not having an internet connection. Inspired by their own experiences, they came up with a simple but brilliant idea: why not allow travellers to buy data plans for any destination from their home country? Our passion for providing easy and convenient connectivity to travellers around the world drives everything we do. We love our work and we do it with pride. Stay connected wherever you go. Founded in 2017 Co-workers 600