Network Service Delivery Manager

Application Tech Support Practitioner

Project Role : Application Tech Support Practitioner
Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.
Must have skills : Network Operations & Service Management
Good to have skills : NA
Minimum 5 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary: Network Service Delivery Manager - The Network Service Delivery Manager is responsible for managing end-to-end network service delivery with a focus on operational excellence and client communication. The role requires strong expertise in LAN/WAN, Wi-Fi, and network security, combined with service management skills and tool expertise. This position ensures stable network operations and aligns with ITIL v4 service practices Roles & Responsibilities: - Manage end-to-end network infrastructure service delivery, ensuring alignment with SLAs, KPIs, and overall performance metrics. - Oversee daily operations across LAN, WAN, Wi-Fi, and perimeter security, while acting as the primary escalation point for timely issue resolution. - Lead incident, change, and problem management processes in accordance with ITIL v4 standards, ensuring operational stability and compliance. - Leverage Network tools for real-time monitoring, alerting, and root cause analysis to support proactive issue detection and resolution. - Collaborate with cross-functional teams on issue resolution, upgrades, and automation initiatives, while driving continuous service improvements. - Maintain clear communication with clients and stakeholders, provide guidance to support teams, and ensure all documentation (SOPs, diagrams, reports) is up to date. Professional & Technical Skills: - 8–14 years in network operations and service delivery. - Strong knowledge of LAN, WAN, Wireless, Network Security (Cisco, Fortinet). - Expert in Network tools - Familiarity with service delivery tools (ticketing, SLA reporting). - Excellent communication and stakeholder management. - Proven leadership in managing teams and escalations. Additional Information: - Strong interpersonal and stakeholder management skills - Analytical thinking and problem-solving mindset - Ability to work in a high-pressure environment with 24x7 operations - Strong documentation and presentation skills - Process-driven approach with attention to compliance and governance Certifications: - ITIL v4 Foundation - Cisco Certified Network Associate (CCNA)- Good to have