Service Delivery Manager – Network & IT Services

About the role

The Service Delivery Manager (SDM) ensures that services are delivered to clients or internal stakeholders in line with agreed SLAs and quality standards. Acting as the main liaison between service teams and customers, the SDM drives continuous improvement, operational excellence, and strategic alignment.

Key responsibilities

• Oversee end‑to‑end service delivery against SLAs and customer expectations.
• Monitor performance metrics, resolve incidents, and manage crises.
• Serve as the primary customer contact, building strong relationships and ensuring satisfaction.
• Lead cross‑functional teams, including technical staff, support personnel, and third‑party vendors.
• Identify and implement process improvements using ITIL‑based practices.
• Generate performance reports, track KPIs, and provide actionable insights.
• Manage budgets, control costs, and forecast resource needs.
• Contribute to service strategy development and long‑term planning.

Required profile

• Previous experience as a Project Manager.
• Hands‑on experience with WAN and LAN technologies as a Field Technician or Network Engineer.
• Knowledge of project management processes, tools, and ITIL Foundations V4 (minimum).
• Professional certifications such as CCNP, CCIE, PCNSE, JNCIP/JNCIE, VCP‑NV, or AWS/Azure networking certifications are desired.

Required skills

• WAN, LAN, VPN, OSPF, BGP, STP, VTP, QoS, SDWAN, NAT, IP Telephony.
• Cisco switches, routers, wireless, firewalls; Aruba, FortiGate, Palo Alto firewalls.
• VMWare, Windows Server, Data Center and Cloud architecture.
• IEC 62443 information security standards and VSAT technologies.

What we offer

• Opportunity to lead high‑impact service delivery initiatives.
• Exposure to cutting‑edge networking and cloud technologies.
• Professional development and certification support.