It service delivery manager

Role Overview

The Network Service Delivery Manager oversees the end-to-end delivery of network IT services. You will ensure network operations, support, and service performance meet agreed SLAs/KPIs, while driving continuous improvement, operational excellence, and customer satisfaction.

Key Responsibilities

Service Delivery & Operations

• Lead delivery of network services including LAN, WAN, WLAN, SD-WAN, VPN, firewalls, and cloud networking
• Ensure adherence to SLAs, KPIs, and compliance requirements
• Oversee incident, problem, and change management for network infrastructure
• Coordinate with NOC, engineering, and support teams to resolve issues quickly
• Maintain service continuity and disaster recovery readiness

Stakeholder & Client Management

• Primary point of contact for network service performance and escalations
• Conduct regular service reviews with clients or business units
• Translate business needs into technical requirements and service improvements
• Manage expectations and proactively communicate service health and risks

Performance Management & Reporting

• Monitor network performance metrics and drive improvements
• Produce dashboards/reports on availability, capacity, and incidents
• Identify trends and recommend optimization strategies

Vendor & Contract Management

• Manage relationships with network service providers, hardware vendors, and MSP partners
• Oversee vendor performance and ensure contract compliance
• Participate in procurement, RFPs, and vendor evaluation

Governance, Compliance & Security

• Ensure network services align with security policies, regulatory requirements, and best practices
• Collaborate with cybersecurity teams to address vulnerabilities and risks
• Maintain documentation including runbooks and a service catalog

Leadership & Continuous Improvement

• Lead and mentor network service delivery teams
• Drive automation, standardization, and process improvements
• Support transformation initiatives (e.g., cloud migration, SD-WAN rollout, network modernization)

Required Skills & Qualifications

• Bachelor’s degree in IT, Computer Science, Engineering, or related field
• 7+ years experience in network operations, service delivery, or IT infrastructure management
• Strong enterprise networking knowledge (e.g., Cisco, Juniper, Palo Alto, Fortinet)
• Experience with ITIL (Incident, Problem, Change, Service Level Management)
• Proven ability to manage cross-functional teams and complex service environments
• Excellent communication, stakeholder management, and analytical skills
• Ability to manage multiple priorities in a fast-paced environment

Preferred Qualifications

• ITIL v4 certification
• Network certifications such as CCNP, CCIE, JNCIP, PCNSE, etc.
• Cloud networking experience (AWS, Azure, GCP)
• MSP or large enterprise network operations background
• Familiarity with automation (Ansible, Terraform) and monitoring (SolarWinds, Zabbix, ThousandEyes)