Network Service Delivery Manager

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.

This role will require a minimum of 3 days per week in the office. Preferred location: Tampa, Orlando or Columbus.

Responsibilities

• Strong understanding of Cisco, Palo Alto, and F5 technologies and their operational support models.
• Client-facing with the ability to lead meaningful discussions with technical and business stakeholders.
• Drive Major Incident Management (MIM) and ensure timely service restoration.
• Review RCAs, drive corrective actions, and ensure implementation of preventive measures.
• Govern Incident, Problem, Change, and Capacity Management processes.
• Strong stakeholder management, communication, and escalation management skills.
• 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 improve 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 responsibilities.
• 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
• Hybrid Cloud & Datacenter Networking
• Service Management
• ITIL
• Incident, Problem, Change & Capacity Management
• Major Incident Management
• RCA Governance
• Service Reporting & KPI Management
• Leadership
• Client Relationship Management
• Executive Communication & Presentation
• Stakeholder Management
• Cross-functional Team Leadership

Pay

Compensation varies depending 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

Benefits

Accenture offers a market competitive suite of benefits including:

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

See more information on our benefits here.