Network Service Delivery Manager

Key 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
• Maintain service performance, availability, and capacity
• Lead resolution of major incidents (P1/P2) and minimize downtime

Client & Stakeholder Management

• 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

Incident, Problem & Change Management

• 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

Network & Technical Oversight

• 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

Team & Vendor Management

• Manage onsite and offshore delivery teams
• Coordinate with:
• OEM/vendors (Cisco, Juniper, Firewalls, etc.)
• Service providers / ISPs
• Ensure resource planning, shift coverage, and team performance
• Drive team development, mentoring, and productivity

Governance, Reporting & Metrics

• 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

Continuous Service Improvement (CSI)

• Identify opportunities for:
• Process optimization
• Automation
• Cost reduction
• Drive initiatives to improve:
• Service quality
• Operational efficiency
• Implement best practices for service delivery improvement

Financial & Contract Management

• 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