Network Service Delivery Manager

Network Service Delivery Manager (IT Services)

Mode: Remote (Contract)

Role overview

Oversee end-to-end delivery of network services to clients or internal business units, ensuring network operations and performance meet agreed SLAs/KPIs and compliance requirements. Serve as the primary liaison between technical teams, vendors, and stakeholders, while driving continuous improvement and operational excellence.

Responsibilities

• Service delivery & operations: Lead delivery and ongoing operations for LAN, WAN, WLAN, SD-WAN, VPN, firewalls, and cloud networking

• Ensure SLA/KPI adherence and compliance across all network services

• Oversee incident, problem, and change management for network infrastructure

• Coordinate with NOC, engineering, and support for timely issue resolution

• Maintain service continuity and disaster recovery readiness

• Stakeholder & client management:

  • Act as primary point of contact for service performance and escalations
  • Run regular service reviews and translate business needs into technical requirements
  • Proactively communicate service health, risks, and expectations

• Performance management & reporting:

  • Monitor performance metrics and drive improvement initiatives
  • Produce dashboards/reports for availability, capacity, and incidents
  • Identify trends and recommend optimizations

• Vendor & contract management:

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

• Governance, compliance & security:

  • Align network services with security policies and regulatory/industry best practices
  • Collaborate with cybersecurity teams on vulnerabilities and risks
  • Maintain documentation, runbooks, and service catalogs

• 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, modernization)

Required skills & qualifications

• Bachelor’s degree in IT, Computer Science, Engineering, or related field
• 12+ 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, and Service Level Management)
• Proven ability to manage cross-functional teams and complex service environments
• Strong 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, or similar
• Experience with cloud networking (AWS, Azure, GCP)
• MSP background
• Automation/monitoring experience: Ansible, Terraform, SolarWinds, Zabbix, ThousandEyes