Job Summary
We are seeking an experienced Service Delivery Manager (SDM) to lead and oversee our Network Managed Services operations. The ideal candidate will bring strong leadership skills, a solid background in IT service management, and proven experience managing both services and people.
You will be responsible for managing a team of 10 engineers, ensuring operational excellence, delivering against contractual SLAs, and driving service improvements through automation, cloud technologies, and data-driven reporting.
Key Responsibilities
- Lead and manage a team of approximately 10 engineers supporting Network Managed Services and 24x7 network operations.
- Oversee day-to-day service delivery to ensure contractual SLAs and customer expectations are consistently met.
- Act as the primary escalation point for major incidents, coordinating 24x7 standby support and response efforts.
- Manage change, incident, and problem management processes in alignment with ITIL best practices.
- Drive continuous improvement initiatives through process optimization, automation, and cloud adoption.
- Prepare, analyze, and present operational and performance reports using Power BI and ServiceNow.
- Collaborate with internal teams and stakeholders to enhance service quality, efficiency, and reliability.
- Conduct regular service reviews with clients, addressing performance, issues, and improvement plans.
- Handle people management responsibilities including staffing, training, development, and performance evaluations for the engineering team.
Requirements
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Minimum 5 years of IT operations or service delivery experience, including 2+ years in a leadership or managerial role.
- Proven experience managing Network Managed Services operations.
- Demonstrated people management experience leading a team of at least 10 engineers.
- Strong background in network infrastructure and operational management.
- Experience supporting 24x7 operations, with standby support responsibilities for escalations and incidents.
- ITIL Certification is mandatory.
- Experience in cloud technologies (Azure, AWS, or GCP) and automation tools.
- Proficiency in creating and presenting reports using Power BI and ServiceNow.
- Excellent communication, leadership, and stakeholder management skills.
- Strong analytical and problem-solving abilities.
Please send your detailed resume in MS Word format to [Confidential Information] with
- Education Level
- Working experiences
- Each employment background
- Reason for leaving each employment
- Last drawn salary
- Expected salary
- Date of availability
