Network Service Delivery Manager

Job Title

Pay Range: $55hr - $60hr

• Strong knowledge of network technologies (LAN/WAN, routing, switching, security).
• Strong knowledge of ITIL processes and ITSM tools (Service Now, etc.).
• Excellent stakeholder management and communication skills.
• Excellent incident and escalation management skills.
• Leadership and team management skills.
• Analytical mindset with focus on KPIs and service improvement.
• Ability to handle high-pressure onsite environments.

• Own end-to-end delivery of network services, including LAN/WAN, wireless, data center, and security layers.
• Ensure compliance with SLAs, OLAs, KPIs, and contractual commitments.
• Drive daily operational reviews covering incidents, problems, and changes.
• Monitor service performance, availability, and capacity.
• Lead resolution of major incidents (P1/P2) and minimize downtime.
• Act as primary customer interface for all service-related matters.
• Conduct weekly/monthly service reviews and governance calls.
• Manage customer escalations and expectations proactively.
• Gather feedback and drive service improvement initiatives.
• Build and maintain strong client relationships.
• Ensure adherence to ITIL processes (Incident, Problem, Change, Release).
• Lead major incident bridges and escalation management.
• Drive Root Cause Analysis (RCA) and preventive actions.
• Reduce recurring incidents and service disruptions.
• Oversee network infrastructure performance and stability.
• Ensure implementation of network security controls and policies.
• Manage upgrades, patching, and configuration changes.
• Monitor system health and ensure minimal service disruptions.
• Manage onsite and offshore delivery teams.
• Coordinate with OEM/vendors (Cisco, Juniper, Firewalls, etc.) and service providers/ISPs.
• Ensure resource planning, shift coverage, and team performance.
• Drive team development, mentoring, and productivity.
• Define and track SLA/KPI metrics and thresholds.
• Prepare and present daily, weekly, and monthly reports and executive dashboards.
• Lead service performance reviews and governance meetings.
• Identify trends and drive corrective actions.
• Identify opportunities for process optimization, automation, and cost reduction.
• Drive initiatives to improve service quality and operational efficiency.
• Implement best practices for service delivery improvement.
• Monitor budget, cost, and resource utilization.
• Ensure adherence to contract scope and service obligations.
• Manage SLA penalties and service credits.
• Support renewals, upsell, and expansion opportunities.

• Certifications such as ITIL Foundation / ITIL 4, CCNA / CCNP / Network Security certifications, PMP / PRINCE2 (optional advantage).

• Bachelor’s degree in IT/Engineering (or equivalent).
• 10+ years of experience in network/service delivery roles.
• Proven experience in infrastructure/network operations management.
• Proven experience in customer-facing delivery roles (onsite preferred).