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:

o OEM/vendors (Cisco, Juniper, Firewalls, etc.)

o 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:

o Daily / Weekly / Monthly reports

o Executive dashboards

Lead service performance reviews and governance meetings

Identify trends and drive corrective actions

7. Continuous Service Improvement (CSI)

Identify opportunities for:

o Process optimization

o Automation

o Cost reduction

Drive initiatives to improve:

o Service quality

o 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:

o Network technologies (LAN/WAN, routing, switching, security)

o ITIL processes and ITSM tools (ServiceNow, etc.)

Excellent:

o Stakeholder management and communication

o 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

Bachelors degree in IT/Engineering (or equivalent)

10+ years of experience in network/service delivery roles

Proven experience in:

o Infrastructure / Network operations management

o Customer-facing delivery roles (onsite preferred)

Certifications (preferred):

o ITIL Foundation / ITIL 4

o CCNA / CCNP / Network Security certifications

o 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:

o Customer stakeholders

o Network engineering / operations teams

o Vendors and partners

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Network Service Delivery Manager