Senior Manager, Operations and Support

PCCW Global is a leading telecommunications provider, offering the latest voice and data solutions to multi-national enterprises and communication service providers. Our truly global coverage combined with local, on the ground knowledge has helped us build best in class connections across the globe linking Asia-Pacific, Europe, the Americas, the Middle East and Africa.

About Console Connect by PCCW Global

Console Connect by PCCW Global is a platform for the Software Defined Interconnection® of applications and infrastructures. It allows users to self-provision private, high-performance connections among a global ecosystem of enterprises, networks, clouds, SaaS providers, IoT providers and applications providers.

Console Connect is the only digital platform that is underpinned by one of the world’s largest private networks and a Tier 1 global IP network that is ranked in the top 10 for IPv4 and IPv6 peering, delivering higher levels of network performance, speed, and security to meet the digital needs of today’s interconnected users and communities.

Job Title: Senior Manager, Operation and Support (Product Management role)

Job Summary:

This position is responsible for operation and service support of international voice and messaging services, in particular Global Inbound Services (GIS) consisting of ITFS, DID, UIFN and SIP Trunking Service; and A2P Messaging services.

Key Responsibilities:

• Oversee daily operations support for international voice and messaging services, ensuring smooth service delivery and high operational efficiency
• Manage the full contract lifecycle, including the development and maintenance of standard templates, contract reviews, and tracking of execution milestones
• Act as the key liaison with customers, partners, and global carriers to facilitate service rollout, address operational queries, and align on SLA commitments and support processes
• Track and analyze P&L and service KPIs, driving continuous improvements that maximize revenue, strengthen gross margin, optimize delivery workflows, and elevate customer satisfaction

Qualifications:

• 2-5 years of working experience in international data and voice communications products
• Good understanding of international telecom network especially SIP VoIP and SMS
• Good understanding of local and international telecom regulatory requirements and framework an added advantage
• Team orientated person, with a focus on international telecom business
• Good command in oral and written English and Cantonese, with strong inter-group action and communication skills with different international groups