[Remote] Service Delivery Manager – Network IT Services
Note: The job is a remote job and is open to candidates in USA. InfiCare Staffing is seeking a Service Delivery Manager for Network IT Services. This role is responsible for overseeing the delivery of network services, ensuring adherence to SLAs, and driving continuous improvement in service performance while managing stakeholder relationships and vendor contracts.
Responsibilities
- Lead the delivery of network services including LAN, WAN, WLAN, SD-WAN, VPN, firewalls, and cloud networking
- Ensure adherence to SLAs, KPIs, and compliance requirements across all network services
- Oversee incident, problem, and change management processes for network infrastructure
- Coordinate with NOC, engineering, and support teams to ensure timely resolution of issues
- Maintain service continuity and disaster recovery readiness for network services
- Serve as the primary point of contact for network service performance and escalations
- Conduct regular service reviews with clients or business units
- Translate business needs into technical requirements and service improvements
- Manage expectations and communicate proactively about service health and risk
- Monitor network performance metrics and drive improvements
- Produce dashboards and reports on service availability, capacity, and incidents
- Identify trends and recommend optimization strategies
- Manage relationships with network service providers, hardware vendors, and MSP partners
- Oversee vendor performance and ensure contract compliance
- Participate in procurement, RFPs, and vendor evaluation
- Ensure network services align with security policies, regulatory requirements, and industry best practices
- Collaborate with cybersecurity teams to address vulnerabilities and risks
- Maintain documentation, runbooks, and service catalog
- Lead and mentor network service delivery teams
- Drive automation, standardization, and process improvement
- Support transformation initiatives such as cloud migration, SD-WAN rollout, or network modernization
Skills
- Bachelor's degree in Information Technology, Computer Science, Engineering, or related field
- 7+ years of experience in network operations, service delivery, or IT infrastructure management
- Strong understanding of enterprise networking technologies (Cisco, Juniper, Palo Alto, Fortinet, etc.)
- Experience with ITIL frameworks (Incident, Problem, Change, Service Level Management)
- Proven ability to manage cross-functional teams and complex service environments
- Excellent communication, stakeholder management, and analytical skills
- Ability to manage multiple priorities in a fast-paced environment
- ITIL v4 Certification
- CCNP, CCIE, JNCIP, PCNSE, or similar network certifications
- Experience with cloud networking (AWS, Azure, GCP)
- Background in MSP or large enterprise network operations
- Familiarity with automation tools (Ansible, Terraform) and monitoring platforms (SolarWinds, Zabbix, ThousandEyes)
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