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Department: Information Technology – Infrastructure & Network Services

Position Type: Full-Time

Work Arrangement: Hybrid

Position Summary

The Network Operations Service Delivery Manager (SDM) is responsible for the end-to-end delivery, operational performance, and continuous improvement of enterprise network services across the organization. This role oversees network operations teams, ensures SLA compliance, manages vendor relationships, and provides leadership for the Network Operations Center (NOC) and associated infrastructure services.

The SDM acts as the primary operational interface between network engineering teams, infrastructure operations, vendors, and business stakeholders to ensure high availability, performance, and security of network services including LAN, WAN, wireless, voice, and connectivity infrastructure.

This role ensures that network services are delivered according to agreed service levels, operational governance frameworks, and ITIL-based service management practices supporting a complex enterprise healthcare environment.

Key Responsibilities

Service Delivery Leadership

• Own end-to-end service delivery for enterprise network operations including LAN, WAN, wireless, telephony, and connectivity infrastructure.
• Lead operational performance management including availability, reliability, and service level compliance.
• Serve as the primary operational escalation point for major incidents impacting network services.
• Coordinate cross-tower operations with infrastructure, workplace, and service desk teams.

Network Operations & NOC Management

• Oversee 24x7 Network Operations Center (NOC) operations, including monitoring, alerting, incident response, and event management.
• Ensure proactive monitoring of network devices, interfaces, and service health metrics.
• Drive rapid triage and resolution of network incidents, including performance degradation and outages.
• Ensure monitoring tools and dashboards provide real-time operational visibility and analytics.

Network services include monitoring device health, traffic utilization, alerts, interface status, and performance analytics across the enterprise network environment.

Incident, Problem, and Change Management

• Ensure ITIL processes are followed for Incident, Problem, Change, and Release Management.
• Lead root cause analysis (RCA) for Priority 1 and Priority 2 incidents impacting network services.
• Ensure remediation plans are implemented to prevent recurring incidents.
• Coordinate change management activities for network infrastructure updates and upgrades.

SLA, CSL & Performance Management

• Monitor and report on service level performance, operational metrics, and contractual obligations.
• Drive operational improvements when performance thresholds or SLAs are missed.
• Develop service improvement plans and operational dashboards to measure network service health.
• Participate in monthly and quarterly service reviews with executive stakeholders.

Vendor & Third-Party Management

• Manage operational relationships with network service providers, carriers, and hardware vendors.
• Ensure third-party vendors meet contractual SLAs, service levels, and operational commitments.
• Coordinate vendor resources for major incidents, infrastructure upgrades, and problem resolution.
• Provide performance oversight and governance for vendor-delivered network services.

Vendor management responsibilities include coordinating third-party service delivery, monitoring compliance with SLAs, and managing performance reporting.

Capacity Planning & Network Optimization

• Lead capacity planning initiatives to ensure network infrastructure meets current and future demand.
• Evaluate network utilization trends and recommend upgrades or architecture improvements.
• Support network modernization initiatives including SD-WAN, Wi-Fi refresh programs, and network segmentation.

Operational Governance & Reporting

• Deliver operational reporting and dashboards including service availability, incident trends, and operational risk.
• Participate in governance forums including operational reviews, executive reviews, and vendor governance sessions.
• Ensure documentation, operational runbooks, and procedures are maintained and updated.