Service Delivery Manager – Network & Infrastructure
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Job Location:
Monthly Salary:
Experience Required:
Posted on:
11 hours ago
Vacancies:
1 Vacancy
Job Summary
Work Type: Hybrid (3-4 days per week in office)
Assignment Length: 24 months
Years of Experience: 10
Detailed Job Description:
We are seeking a highly motivated Service Delivery Manager with Infrastructure and Network Operations(Switching Routing and Security firewall management) and proven experience managing both onsite and offshore teams. The role requires exceptional communication skills in English with the ability to lead service delivery operations ensure SLA adherence and drive customer satisfaction through effective relationship and performance management.
Key Responsibilities:
Act as the primary point of contact for the client at the onsite location for all service delivery-related matters.
Manage end-to-end operations including incident change and problem management.
Manage end-to-end Network Operations (routing Switching Security and SD-WAN) in Cisco and Palo Alto Products
Coordinate and lead a hybrid team (onsite and offshore) ensuring efficient collaboration workload distribution and performance tracking.
Ensure delivery meets contractual SLAs KPIs and compliance standards.
Conduct regular service review meetings with stakeholders and provide reports on service performance improvements and risks.
Drive continuous improvement initiatives across delivery processes to enhance operational efficiency and customer experience.
Collaborate with technical leads and architects to plan and execute cloud transformation or modernization initiatives.
Manage escalation management and provide timely resolutions through proactive communication.
Prepare and present periodic reports to leadership on service metrics team performance and customer satisfaction.
Support resource planning onboarding and competency development across the team.
Required Skills & Experience:
812 years of overall IT experience with at least 4 years in a Service Delivery Management role.
Strong background in IT Network operations and governance.
Experience handling onsiteoffshore delivery models and managing distributed teams.
Excellent interpersonal and communication skills
Strong understanding of ITIL processes (Incident Problem Change and Service Request Management).
Proven ability to manage complex service environments with multiple stakeholders and vendors.
Experience in customer relationship management and managing service escalations effectively.
Ability to track and report service performance metrics and drive service improvement plans.
Good knowledge of Solarwind and Dynatrace tools
Experience in Banking Financial Services and Insurance domain(BFSI) will be a great asset.
Certifications preferred:
ITIL Foundation / Intermediate
Microsoft Certified: CCNA/CCNP
Education:
Bachelors degree in Computer Science Information Technology or a related field.
Top 3 Required Skills:
1. Service Delivery Management
2. Bilingual (English and French)
3. customer relationship management
Top 3 Preferred Skills:
1 Manage end-to-end Network Operations (routing Switching Security and SD-WAN) in Cisco and Palo Alto Products
Required Skills:
Experience (Years): 4-6 Essential Skills: Work with project teams throughout the organization to design implement and manage CDN infrastructure using Akamai to ensure high availability performance and scalability for customer facing applications and business processes. Handle multiple priorities and assignments with excellence and precision. Be a part of a 24/7/365 organization (some after hours support is expected as part of normal on-call rotation). Directly support line of business development teams provide guidance to them on implementation and changes for customer facing applications Develop and maintain security protocols and measures to protect CDN infrastructure from cyber threats. Monitor and analyze network performance identifying and resolving issues to optimize content delivery of critical applications. Collaborate with cross-functional teams to integrate Akamai CDN solutions with existing systems and applications. Collaborate with information security teams to implement DDoS protection strategies and other security measures in the CDN. Provide technical support and guidance to clients and internal teams regarding CDN and security best practices. Work closely with vendor and professional service teams on delivery related activities and strategy. Qualifications: Bachelors degree in Computer Science Information Technology or a related field. OR similar work experience. Strong understanding of network protocols (HTTP/HTTPS DNS TCP/IP). Proven experience as a CDN Engineer or similar role with a strong focus on -depth knowledge of Content Delivery Network technologies including caching load balancing and content optimization. Excellent problem-solving skills and attention to detail. Strong communication and teamwork abilities. Experience supporting 24/7/365 customer facing applications at enterprise scale. Awareness and experience with cybersecurity tools and practices such as firewalls intrusion detection/prevention systems and encryption. Proficiency in scripting and automation (e.g. Python Bash) a plus. Relevant certifications (e.g. CISSP CEH) are a plus but not required.
