Service Delivery Manager - Network Project Delivery

Role:
Service Delivery Manager - Network Project Delivery

Location:

Plano, TX Duration:
Long-term

Position Summary:

We are seeking a highly motivated and customer-focused Service Delivery Manager to lead a network project delivery organization supporting LAN, WAN, Operational Technology (OT), network security, and wireless projects. This individual will oversee two Project Delivery Leads and a team of approximately 40 members, with accountability for governance, resource management, and Quality, Cost, and Delivery (QCD) across the project portfolio. The role will serve as a key customer-facing leader, drive the evolution of a scalable service delivery model, and champion continuous improvement (Kaizen), team development, and operational excellence.

Essential Functions:

Description /

Essential Functions:

Delivery Organization Management Manage and run network project delivery as a whole across LAN, WAN, OT (Operational Technology) networks, network security, and wireless, overseeing multiple concurrent projects through the Project Delivery Leads. Establish delivery governance, including standard processes, stage gates, quality reviews, change control, and reporting cadence. Plan and allocate resources across the team of approximately 40 members, balancing workload, skills, and priorities across projects.

Monitor portfolio-level KPIs (schedule, cost, quality, utilization, customer satisfaction), identify risks early, and make timely decisions on corrective actions and escalations. Customer Relationship and Single Point of Contact Act as the customer's single point of contact together with the Project Delivery Leads, receiving, clarifying, and prioritizing customer requests and direction. Provide regular reporting to the customer (e.g., weekly status, monthly service reports, and periodic management reviews) on progress, KPIs, risks, and improvement actions.

Handle management-level escalations, negotiate scope, priority, and resource trade-o