Service Delivery Manager (PMO), US

About this role

Founded in 2014, Circles is a global technology company reimagining the telco industry with its innovative SaaS platform, empowering telco operators worldwide to effortlessly launch innovative digital brands or refresh existing ones, accelerating their transformation into techcos.

Today, Circles partners with leading telco operators across multiple countries and continents, including KDDI Corporation, Etisalat Group (e&), AT&T, and Telkomsel, creating blueprints for future telco and digital experiences enjoyed by millions of consumers globally.

Besides its SaaS business, Circles operates three other distinct businesses:

• Circles.Life : A wholly-owned digital lifestyle telco brand based in Singapore, Circles.Life is powered by Circles ’ SaaS platform and pioneering go-to-market strategies. It is the digital market leader in Singapore and has won numerous awards for marketing, customer service, and innovative product offerings beyond connectivity.

• Circles Aspire : A global provider of Communications Platform-as-a-Service (CPaaS) solutions. Its cloud-based Experience Cloud platform enables enterprises, service providers and developers to deliver and scale mobile, messaging, IoT, and connectivity services worldwide.

• Jetpac : Specializing in travel tech solutions, Jetpac provides seamless eSIM roaming for over 200 destinations and innovative travel lifestyle products, redefining connectivity for digital travelers. Jetpac was awarded Travel eSIM of the Year.

Circles is backed by renowned global investors, including Peak XV Partners (formerly Sequoia), Warburg Pincus, Founders Fund, and EDBI (the investment arm of the Singapore Economic Development Board), with a track record of backing industry challengers.

About the Role

Circles is looking for a highly execution-oriented   Service Delivery Manager   to anchor our Project Management Office (PMO). This is a vital hybrid role designed for a project management expert who possesses deep technical literacy and a proven track record of bringing order to fast-moving technology environments. As the Service Delivery Manager, you are the operational engine of the market team. You will own the end-to-end lifecycle of new feature development, serving as the critical primary interface that synchronizes our   Platform Engineering   and   Customer Operations   teams. Your focus is absolute: ensuring that what the business promises is exactly what gets built, tested, and shipped.

Key Accountabilities

• On-Time, On-Budget Delivery:   Take full, unequivocal accountability for the scope, schedule, and resource allocation of all new feature development work within the region. • Cross-Functional Interface:   Serve as the central communication bridge and single point of contact between client-facing operations and internal engineering squads. • Release Predictability:   Maintain an uncompromised, high-visibility delivery pipeline, ensuring that feature releases do not disrupt ongoing platform stability or live customer operations.

What You'll Do

1. Project Management & Delivery Execution • Define, manage, and execute comprehensive project plans for localized feature requests, custom client configurations, and core platform enhancements. • Proactively identify, track, and mitigate delivery risks, technical dependencies, and critical-path bottlenecks before they impact deadlines. • Manage project budgeting and resource forecasting to ensure lean, high-ROI engineering execution.

2. Operational Integration & Lifecycle Governance • Act as the primary translator between Customer Operations (the front lines) and Platform Engineering (the build teams), converting operational friction and client requests into structured, executable technical tickets. • Oversee the change management process, ensuring that new features are seamlessly handed off to Operations with complete documentation, runbooks, and training. • Enforce rigorous User Acceptance Testing (UAT) and quality assurance guardrails before code reaches the production environment.

3. Stakeholder Communication & Reporting • Maintain clear, metric-driven status dashboards for regional leadership (GM and Field CTO) detailing delivery health, velocity, and budget burn rates. • Manage client expectations regarding timelines and feature scopes, delivering tough engineering realities with clarity and professionalism.

What We Are Looking For

Experience • Technical Project Management:   A minimum of 5–8 years leading complex software delivery projects, ideally within the   Telco, SaaS, or Fintech   ecosystems. • Technical Capabilities:   You don't need to write code, but you   must   speak the language. You should be deeply familiar with cloud-native architectures, API integrations, microservices, and modern CI/CD pipelines. • Operational Bridge Building:   Proven experience operating in roles that cross the chasm between pure agile engineering environments (Scrum/Kanban) and 24/7 live customer support operations (ITIL frameworks).

Mindset & Skills • Flawless Execution:   You thrive on structure, documentation, and data-driven predictability. Toolsets like Jira, Confluence, and advanced roadmapping software are second nature to you. • Diplomatic Authority:   The ability to push back constructively on product scope-creep from clients or commercial teams, while simultaneously holding internal engineering teams accountable to their deadlines. • Calm Under Pressure:   Fast-paced software delivery can be chaotic; you are the stabilizing anchor who keeps teams focused and aligned.

Circles is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, disability or age.

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