Network Service Delivery Manager

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About the role

The Network Service Delivery Manager (SDM) is a client-facing leader responsible for the delivery, governance, and operational performance of network services across hybrid environments. The role ensures SLA compliance, drives incident resolution, manages client relationships, and leads continuous service improvement initiatives.

Responsibilities

• Own end-to-end network service delivery and ensure SLA/OLA compliance.
• Lead service reviews, governance meetings, and performance reporting.
• Track KPIs, service health, incident trends, and improvement initiatives.
• Serve as the primary escalation point for critical service issues.
• Drive major incident resolution and executive communications.
• Review and govern RCA quality, actions, and implementation.
• Identify recurring issues and drive service improvement plans.
• Act as the primary client contact for network service delivery.
• Build strong client relationships and manage stakeholder expectations.
• Coordinate across Network, Security, Cloud, Infrastructure, and Vendor teams.
• Lead continual service improvement (CSI) initiatives to enhance service quality and stability.
• Drive process optimization, operational excellence, and risk mitigation activities.
• Support forecasting, resource planning, and delivery governance.
• Ensure contractual commitments and service obligations are achieved.

Requirements

• A minimum of 8 years in Network Operations/Service Delivery, including client-facing delivery leadership.
• Strong understanding of Cisco, Palo Alto, and F5 technologies and their operational support models.
• Experience with Hybrid Cloud & Datacenter Networking.
• Proficiency in Service Management and ITIL frameworks.
• Expertise in Incident, Problem, Change, and Capacity Management.
• Experience with Major Incident Management (MIM) and RCA Governance.
• Strong stakeholder management, communication, and escalation management skills.
• Leadership in client relationship management and executive communication.
• Ability to lead cross-functional teams.

Qualifications

• Bachelor's degree or equivalent (minimum 12 years) work experience. (If Associate Degree, must have minimum 6 years work experience).

Skills

• Cisco Networking
• Palo Alto Firewalls
• F5 BIG-IP
• Service Reporting & KPI Management

Schedule

This role requires a minimum of 3 days per week in the office.

Preferred locations: Tampa, Orlando, or Columbus.

Pay

Compensation varies based on location, role, skill set, and level of experience. Below are the annual salary ranges for this role by location:

• California: $94,400 to $224,600
• Cleveland: $87,400 to $179,700
• Colorado: $94,400 to $194,100
• District of Columbia: $100,500 to $206,700
• Illinois: $87,400 to $194,100
• Maine: $80,400 to $165,300
• Maryland: $94,400 to $194,100
• Massachusetts: $94,400 to $206,700
• Minnesota: $94,400 to $194,100
• New York: $87,400 to $224,600
• New Jersey: $100,500 to $224,600
• Virginia: $87,400 to $206,700
• Washington: $100,500 to $206,700
• Orlando, FL
• Columbus, OH
• St. Petersburg, FL

Benefits

Accenture offers a market-competitive suite of benefits including:

• Medical, dental, vision, life, and long-term disability coverage.
• 401(k) plan with bonus opportunities.
• Paid holidays and paid time off.

See more information on U.S. Employee Benefits.