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Title: Network Service Delivery Manager

Location: Mountain View, California (Onsite)

The Network Service Delivery Manager is responsible for end-to-end delivery governance of network and security services at the customer location, ensuring adherence to SLAs, operational excellence, and customer satisfaction.

The role acts as the single point of accountability (SPOC) between the client, onsite teams, offshore delivery units, and third-party vendors, driving stable operations, incident resolution, and continuous service improvement.

 Key Responsibilities

 1. Service Delivery Management

• 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

 2. 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 

 3. 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

 4. 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 

 5. 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

 6. 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

 7. 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

 8. 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

 Required Skills & Competencies

• Strong knowledge of:
• Network technologies (LAN/WAN, routing, switching, security)
• ITIL processes and ITSM tools (ServiceNow, etc.)
• Excellent:
• Stakeholder management and communication
• 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

 Experience & Qualifications

• Bachelor’s degree in IT/Engineering (or equivalent)
• 10+ years of experience in network/service delivery roles
• Proven experience in:
• Infrastructure / Network operations management
• Customer-facing delivery roles (onsite preferred)
• Certifications (preferred):
• ITIL Foundation / ITIL 4
• CCNA / CCNP / Network Security certifications
• PMP / PRINCE2 (optional advantage)

 Key Success Metrics

• SLA adherence (%)
• MTTR / Incident resolution time
• Customer satisfaction (CSAT / PCSAT)
• Reduction in repeat incidents
• Service improvement initiatives delivered

 Reporting Structure

• Reports to: Program Manager / Delivery Head
• Interfaces with:
• Customer stakeholders
• Network engineering / operations teams
• Vendors and partners