Network and Security Service Delivery Manager

Network and Security Service Delivery Manager

A Network and Security Service Delivery Manager oversees the delivery of network and security services, ensuring they align with business needs and service level agreements (SLAs). This role involves managing Customer Expectation, Regular Operations, projects deliverables, handling Major incidents, and driving service improvements. Effective communication, technical expertise, and strong leadership skills are crucial for success.

• Build and maintain positive relationships with clients.
• Communicate effectively with clients regarding service delivery, incidents, and projects.
• Gather client feedback and identify opportunities for service improvement.

• Ensure the seamless delivery of network and security services according to agreed-upon SLAs.
• Manage and optimize the performance of security infrastructure (e.g., Lan/WAN, Wireless Services, Perimeter Security Services, intrusion detection systems).
• Oversee the implementation and maintenance of security policies and procedures.
• Coordinate with internal teams (e.g., infrastructure, operations, security) and external vendors to ensure smooth service delivery.
• Track key performance indicators (KPIs) and metrics related to service delivery.

• Provide guidance and support to team members.
• Foster a collaborative and high-performing team environment.
• Identify training needs and facilitate professional development opportunities.

• Lead and manage Network and security-related projects from initiation to completion.
• Ensure projects are delivered on time, within budget, and meet quality standards.
• Manage project risks and issues, escalating as needed.

• Act as a point of contact for security incidents and service disruptions.
• Coordinate incident response activities, ensuring timely resolution and communication.
• Conduct root cause analysis (RCA) to prevent future incidents.

• Identify areas for service improvement and develop initiatives to enhance efficiency and effectiveness.
• Stay up-to-date with industry trends, emerging technologies, and best practices.
• Implement process improvements and automation to optimize service delivery.

• Strong understanding of network and security principles and technologies (Lan/WAN, Wireless, Firewalls, Load Balancers, intrusion detection/prevention, VPNs, etc.).
• Proficiency in project management methodologies (e.g., Agile, Waterfall).
• Excellent communication, interpersonal, and presentation skills.
• Strong problem-solving and analytical abilities.
• Ability to work independently and as part of a team.
• Experience managing teams and fostering a positive work environment.
• Relevant certifications (e.g., CISSP, CISM, Security+) are a plus.