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
