We are looking for Network Service Delivery Manager for our client in Mountain View, CA
Job Title: Network Service Delivery Manager
Job Location: Mountain View, CA
Job Type: Contract
Job Overview:
Pay Range: $55hr - $60hr
Requirement/Must Have:
- Strong knowledge of network technologies (LAN/WAN, routing, switching, security).
- Strong knowledge of ITIL processes and ITSM tools (ServiceNow, etc.).
- Excellent stakeholder management and communication skills.
- Excellent incident and escalation management skills.
- Leadership and team management skills.
- Analytical mindset with focus on KPIs and service improvement.
- Ability to handle high-pressure onsite environments.
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.
- Monitor service performance, availability, and capacity.
- Lead resolution of major incidents (P1/P2) and minimize downtime.
- Act as primary customer interface 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.
- 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.
- 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.
- Manage onsite and offshore delivery teams.
- Coordinate with OEM/vendors (Cisco, Juniper, Firewalls, etc.) and service providers/ISPs.
- Ensure resource planning, shift coverage, and team performance.
- Drive team development, mentoring, and productivity.
- Define and track SLA/KPI metrics and thresholds.
- Prepare and present daily, weekly, and monthly reports and executive dashboards.
- Lead service performance reviews and governance meetings.
- Identify trends and drive corrective actions.
- Identify opportunities for process optimization, automation, and cost reduction.
- Drive initiatives to improve service quality and operational efficiency.
- Implement best practices for service delivery improvement.
- 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.
Nice to Have:
- Certifications such as ITIL Foundation / ITIL 4, CCNA / CCNP / Network Security certifications, PMP / PRINCE2 (optional advantage).
Qualification And Education:
- Bachelor s degree in IT/Engineering (or equivalent).
- 10+ years of experience in network/service delivery roles.
- Proven experience in infrastructure/network operations management.
- Proven experience in customer-facing delivery roles (onsite preferred).