Technical Service Manager - Bango.net Limited

Bango enables content providers to reach more paying customers through global partnerships. Bango revolutionized the monetization of digital content and services, by opening-up online payments to mobile phone users worldwide.

Today, the Digital Vending Machine® is driving the rapid growth of the subscriptions economy, powering choice and control for subscribers.

The world’s largest content providers, including Amazon, Google and Microsoft trust Bango technology to reach subscribers everywhere.

Bango, where people subscribe.

Role

Bango is seeking an experienced Technical Service Manager to serve as a trusted technical partner and strategic advisor to our most valued customers. In this role, you will lead the resolution of complex technical issues, champion customer success, and collaborate cross-functionally to drive service excellence, innovation, and continuous improvement.You will act as the technical voice of the customer within Bango, leveraging your deep technical knowledge, exceptional communication skills, and business acumen to influence outcomes and ensure our services consistently exceed expectations. This is a high-impact role at the intersection of technology and customer experience, ideal for a seasoned service delivery professional ready to take ownership and lead with authority

Responsibilities

• Strategic Customer Ownership: Act as the point of contact for major customers, providing end-to-end service leadership, technical guidance, and proactive support throughout the customer lifecycle.
• Issue Escalation & Resolution: Lead the management of high-priority, cross-functional incidents and post-deployment technical issues with urgency, transparency, and precision. Serve as an escalation point for critical technical matters.
• Customer Advocacy: Develop deep insight into customer business objectives and operational environments, ensuring Bango services are aligned with their evolving needs and expectations.
• Cross-functional Leadership: Work closely with Engineering, Operations, Tech Sales, Product, and other internal teams to resolve issues, drive service improvements, and influence product evolution.
• Operational Excellence: Drive continuous improvements in service performance, monitoring, incident prevention, and root cause analysis. Champion SLAs and KPIs to measure and communicate service performance.
• Subject Matter Expertise: Act as a trusted technical advisor internally and externally, developing and sharing expert-level knowledge of Bango systems, customer integrations, and operational processes.
• Process and Tooling Innovation: Identify, develop, and implement tools, documentation, and processes to enhance supportability, scalability, and service quality.