Note: The job is a remote job and is open to candidates in USA. Dice is a company seeking a Network Service Delivery Manager responsible for end-to-end delivery governance of network and security services at customer locations. The role involves acting as the single point of accountability between clients and teams, ensuring operational excellence and customer satisfaction.
Responsibilities
- 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 (SPOC) 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.)
- 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 / Monthly reports, Executive dashboards
- Lead service performance reviews and governance meetings
- Identify trends and drive corrective actions
- Identify opportunities for: Process optimization, Automation, Cost reduction
- Drive initiatives to improve: Service quality, 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
Skills
- Strong knowledge of network technologies (LAN/WAN, routing, switching, security)
- Strong knowledge of ITIL processes and ITSM tools (ServiceNow, etc.)
- Excellent stakeholder management and communication
- Excellent incident and escalation management
- Leadership and team management skills
- Analytical mindset with focus on KPIs and service improvement
- Ability to handle high-pressure onsite environments
- 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)
- ITIL Foundation / ITIL 4
- CCNA / CCNP / Network Security certifications
- PMP / PRINCE2 (optional advantage)
Company Overview
Company H1B Sponsorship