Network Operations Service Manager

• Act as the regional escalation point for network-related customer issues ensuring timely resolution and effective communication.
• Build and maintain strong customer relationships understanding business needs and aligning network services with customer objectives.
• Lead regular service review meetings to assess performance address concerns and identify improvement opportunities.

• Drive continuous improvement initiatives to enhance service quality operational efficiency and team productivity.
• Develop maintain and govern network operations and support SOPs ensuring consistency and compliance.
• Apply industry best practices frameworks (e.g. ITIL) and emerging technologies to optimize service delivery.

• Produce and present KPI reports to management and customers providing actionable insights on network performance.
• Oversee monitoring activities to ensure issues are proactively identified and resolved in line with SLAs.
• Analyze network trends and incident data to support strategic service improvement initiatives.

• Ensure compliance with industry regulations standards and data protection requirements maintaining audit readiness.
• Collaborate with cybersecurity teams to strengthen network security controls and protect customer data and infrastructure.
• Monitor compliance and security risks advising stakeholders on potential impacts and recommending mitigation actions aligned with organizational risk tolerance.

Qualifications:

• Bachelors degree in Computer Science Information Technology Business or a related field.

• Minimum of 5 years of experience in IT service management network operations or service delivery

• Demonstrated experience managing service delivery in a multi-customer multi-vendor or enterprise environment.

• Working knowledge of network infrastructure sufficient to understand operational impacts and communicate effectively with technical teams and customers.

• Awareness of cybersecurity principles data protection regulations and compliance frameworks relevant to network services.

• Strong expertise in IT Service Management industry-leading practices (ITIL v4) including incident problem change and service level management.

• Proven experience defining and managing service level agreements (SLAs) operational level agreements (OLAs) and key performance indicators (KPIs).

• Track record of driving continuous service improvement (CSI) through data analysis customer feedback and process optimization.

• Experience developing service performance dashboards and executive-level reports that inform decision-making.

• Experience managing executive-level customer relationships conducting service reviews and translating technical performance into business value.

• Proficiency in requirements gathering project management and documentation within a service delivery context.

• Demonstrated success delivering projects and tasks on-time and as promised.

• Excellent interpersonal and communication skills with a strong focus on customer service and stakeholder engagement.

• Ability to manage multiple priorities and perform effectively under pressure in a fast-paced environment.

• Strong analytical and problem-solving skills with a data-driven approach to decision-making.

• Relevant certifications such as ITIL v4 (Foundation or higher) PMP or Certified Service Manager (CSM) are highly desirable; technical networking certifications (e.g. CCNA CISSP) are a plus but not required.