Service Delivery Manager (Open to Angolan Nationals Only)

About the role

The Service Delivery Manager ensures that services are delivered to clients or internal stakeholders in line with agreed service level agreements. Acting as the main liaison between service teams and customers, the role drives performance, quality and continuous improvement.

Key responsibilities

• Deliver services end‑to‑end according to SLAs and customer expectations.
• Monitor performance metrics, address issues proactively and manage incident resolution.
• 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 and analyse service performance reports, track KPIs and recommend actions.
• Manage service 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 techniques.
• ITIL Foundations V4 certification (minimum).

Required skills

• Cisco switches, routers, wireless, firewalls (Aruba, FortiGate, Palo Alto).
• Network protocols and technologies: VPN, OSPF, BGP, STP, VTP, QoS, SD‑WAN, NAT, IP telephony.
• Server platforms: VMware, Windows Server.
• Information security standards: IEC 62443.
• VSAT, data‑center and cloud architecture concepts.
• Professional certifications (preferred): CCNP, CCIE, PCNSE, JNCIP/JNCIE, VCP‑NV, AWS/Azure networking.