Overview

Service Delivery Manager role at Hiya Inc.

About Hiya

At Hiya, we’re revolutionizing voice communication. Our mission is to modernize voice with intelligence for security and productivity. Since 2015, when we introduced the first mobile caller ID and spam-blocking apps, we’ve been at the forefront of voice intelligence innovation. In 2016, we partnered with Samsung and AT&T to launch Hiya Protect, the first network-based spam-blocking solution. In 2019, we introduced Hiya Connect, a branded call SaaS platform that helps businesses reach more customers by phone. Today, our Voice Intelligence Platform supports over 500 million users globally. Our network & solution partners include British Telecom, EE, Virgin Media O2, Ericsson, Rogers, Bell Canada, MasMovil, Telenor, FICO, Twilio, and more.

About The Position

As a Service Delivery Manager, you will own the full spectrum of strategic execution and relationship management for Hiya’s telecom carrier partners, driving both expansion and innovation with autonomy and urgency. You will translate product advancements into measurable business growth, navigate complex ecosystems, and build deep, multi-level partnerships that reinforce Hiya’s market position. Your partnership in cross-functional alignment and business reviews will ensure seamless delivery and continuous value realization, directly impacting partner success and company revenue. This role offers a unique opportunity to influence the future of trusted voice communication on a global scale within a mission-driven environment. You will thrive in a fast-paced setting where your insights and decisiveness accelerate growth and innovation.

What You’ll Do

• Account Success: Lead the end-to-end strategy for telecom carrier accounts, ensuring seamless execution, accurate tracking, and full accountability for growth, retention, and partner satisfaction.
• Drive Value Through Business Reviews: Lead impactful QBRs that reinforce Hiya’s value, align on roadmap impact, and drive strategic planning, partnering cross-functionally to elevate the partner experience.
• Uncover & Close Expansion Opportunities: Identify and execute new revenue opportunities beyond contract scope, including monetization of roadmap features, one-time change requests, and recurring growth.
• Translate Product into Business Impact: Serve as the bridge between product and partner, translating innovation into measurable business outcomes and ensuring Hiya’s roadmap remains relevant and revenue-generating.
• Build Deep, Multi-Level Relationships: Use org mapping to cultivate internal champions, anticipate stakeholder shifts, and strengthen Hiya’s position within customer decision-making structures.
• Lead Cross-Functional Alignment: Manage up, down, and across the business, driving tight coordination between sales, product, operations, and leadership to accelerate outcomes and resolve friction fast.
• Maintain Operational Excellence: Support incident response, troubleshoot issues, and uphold high service levels, ensuring a responsive, dependable experience for every partner touchpoint.

What You Bring

• 5+ years managing high-stakes telecom or key enterprise accounts, with a focus on mobile platforms, SDK/API integrations, or carrier-integrated service platform.
• Demonstrated success owning strategic partnerships end-to-end, driving adoption, expansion, and roadmap influence.
• Achieve tangible partner growth through executive QBRs that align product innovation with critical business metrics.
• Skilled at navigating complex technical ecosystems and acting as the connective tissue between business and product.
• Deep domain expertise in telecom, mobile technologies, and monetization strategies within carrier environments.
• Skilled at independently analyzing data and metrics to inform decisions, troubleshoot issues, and provide actionable insights.

The person in this role must embody Hiya’s key values of Serving our customers, Doing rather than observing, Improving ourselves and our business, Owning and holding ourselves accountable for success, and Leading by showing up with a point of view, engaging in open discussion, listening respectfully to others opinions and committing to decisions.

Details

• Start Date: Immediately
• Status: Full-time
• Type: Remote
• Location: London, United Kingdom
• Travel Requirements: up to 25%
• Department: Sales - Customer Success
• Reports to: Sr. Director Carrier Sales
• Direct Reports: No

Benefits

• 25 days holiday plus bank holidays
• Opt in salary sacrifice pension scheme (company contribution 4% of basic salary)
• Paid parental leave
• Private medical, dental and vision insurance through Vitality
• Employer-paid life insurance 2x base salary
• Donation Matching for a charity of your choice (up to $1,000/year)
• WFH equipment stipend
• $1,000/year in Professional Development funds
• Onsite office gym through Fora
• Lunch provided 3x week by Deliveroo

This position is based in London, UK. Our office is at 151 Wardour Street, W1F 8WE

We are building a team with a variety of perspectives, identities, and professional experiences. We evaluate great candidates through a business lens and we strongly believe that diversity and unique perspectives make our company stronger, more dynamic, and a great place to build a career.

Our team has won various awards over the last 4 years from Built-in Seattle and Seattle Business Week to #86 on Deloitte Technology Fast 500 and Forbes #1 Startup Employer. Here at Hiya, we are a people-centric company focused on helping each and every one of our employees grow both personally and professionally. You\'ll love working here if you are looking for an innovative challenge that is disrupting an industry. Come join us!