Technical Service Delivery Manager (APAC)

Who are we?

Friend MTS stands as a trailblazer in content protection, marking its inception in 2006. Since then, we have consistently pioneered cutting-edge solutions, earning accolades and industry recognition. Our esteemed partnerships include collaborations with some of the globe's most prominent broadcasters, as we steadfastly secure content against piracy.

Our journey is fuelled by a team committed to innovation, propelling us into new frontiers. As our company continues to flourish, we reflect this growth internally. At Friend MTS, we lead with a spirit of curiosity, collaboration, and passion, and we invite you to embark on this exciting journey with us.

Role Summary

We are seeking a Technical Service Delivery Manager (TSDM) to lead service delivery for our clients in the APAC region. This hybrid role combines the strategic oversight of a Service Delivery Manager (SDM) with the technical acumen and customer alignment of a Technical Account Manager (TAM). While not responsible for commercial upsell or quota-based targets, you will be instrumental in fostering high levels of customer satisfaction, technical engagement, and long-term account retention.

This is the first role of its kind in the APAC region and will play a pivotal part in establishing our service excellence and client relationships in the territory.

Key Responsibilities

Customer Relationship & Service Management

• Act as the primary point of contact for APAC client accounts, managing day-to-day service performance.
• Attend and lead regular client meetings, both virtual and in-person, across multiple time zones.
• Develop deep understanding of client goals and proactively align Friend MTS services with those needs.
• Monitor and ensure delivery against Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), identifying and resolving any issues that arise.
• Tailor and present operational and technical reporting to various stakeholders.
• Build strong working relationships with client technical teams and senior stakeholders.

Technical Engagement

• Own the technical onboarding of new services for APAC clients, ensuring successful deployment and configuration of the Friend MTS Global Monitoring Platform.
• Liaise with Engineering, Product, and Operations to triage and escalate technical issues.
• Interpret client requirements and ensure accurate translation into internal workflows and platform settings.
• Provide basic technical support and understanding of Friend MTS platforms, tools, and data outputs.

Operational Coordination

• Drive internal alignment across global teams to deliver client commitments.
• Monitor customer tickets and support activity to ensure timely responses and resolutions.
• Supervise service performance during critical events such as high-profile live broadcasts.
• Identify and promote service improvements in collaboration with technical and service teams.

Regional Insight & Development

• Provide APAC-specific cultural and business insights to adapt services to local needs.
• Contribute to the wider regional growth strategy through feedback and market understanding.
• Represent Friend MTS at relevant regional industry events.

Required Experience & Skills

• Demonstrated experience in a customer-facing technical role (Service Delivery, Technical Account Management, or Customer Success) within the technology industry.
• Solid technical acumen with the ability to comprehend, resolve, and clearly articulate technical matters.
• Exceptional communication, presentation, and stakeholder management abilities.
• Beneficial experience includes working with enterprise clients, especially in media, broadcasting, or cybersecurity.
• Capacity to work independently in a new region, exhibiting strong initiative and self-direction.
• Thorough understanding of APAC market trends and professional conduct.

Preferred Qualifications

• Bachelor's degree in Computer Science, Engineering, Information Systems, or a related field would be desirable but not essential.
• Experience with SaaS platforms, cloud environments, and digital media workflows.
• Proficiency in local languages is an asset depending on sub-region.
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