Telecommunications Service Manager

1GLOBAL is a technology-driven global mobile communications provider dedicated to empowering enterprises worldwide to unlock the full growth potential of mobile connectivity. With a best-in-class telecom technology platform, a comprehensive suite of globally viable regulatory licenses, and privileged access to the telecom wholesale market, 1GLOBAL is uniquely positioned to deliver seamless compliance and connectivity solutions. Serving the world’s leading banks, corporations, and digital-first businesses—including neo-banks, travel companies, and payment service providers—1GLOBAL connects over 43 million devices globally.

With 2024 full-year revenue exceeding US$100 million and in line to exceed US$200 million in FY25, 1GLOBAL is a profitable business generating significant cash flows to fund its ongoing investments in infrastructure, transformation, and growth. 2024 saw major client wins and marked 1GLOBAL’s evolution from a multi-market telecommunication provider to a global technology-driven mobile connectivity powerhouse.

Established in 2022 by experienced tech founders and entrepreneurs Hakan Koç and Pyrros Koussios, 1GLOBAL is a European technology leader driving digital transformation in the global telecommunications market. It operates as a fully regulated Mobile Virtual Network Operator (“MVNO”) in ten countries and as a regulated telecommunications operator in an additional 31 countries. Headquartered in the Netherlands, with world-class R&D hubs in Lisbon, Berlin, and São Paulo, 1GLOBAL employs over 450 experts across 15 countries.

Position Overview

We are seeking a meticulous and curious problem-solving individual contributor who excels at leading service challenges and takes continuous improvement seriously. You will be heavily involved with all operational teams, actively building bridges and solving process / technical gaps.

You need to be someone who is restless until the end-to-end of a service, product and / or a process is understood to be able to implement changes and improvements.

You will also be well known for being a facilitator and active contributor to any service issues, business risks, and security incidents that arise.

This role and the team will be located in Lisbon.

Key Responsibilities

• Work side by side with all managers in the cluster to identify continuous improvement opportunities and consequently work alongside the managers and the teams towards efficiency & quality improvement.
• Understand processes and tools to improve the quality of outcomes.
• Be part and / or lead internal post-incident reviews and consequent definition of improvement actions.
• Be a point of contact for major ongoing escalations to ensure quality and timely resolution.
• Act as a facilitator and build bridges with other areas of the business such as Product, Wholesale, Commercial, Development, Engineering and other operational areas.
• Be a sponsor of service transition processes from product to operations.
• Overview metrics and ensure SLAs are being delivered.
• Be an advocate of change to improve the overall processes and tools.

Requirements

Do not apply if :

Benefits

Why 1GLOBAL?

1GLOBAL is an equal opportunity employer, we value your character as much as your talent. Diversity drives our innovation, and we offer a collaborative, dynamic, and international work environment. We are excited for you to join our mission to revolutionise connectivity globally.