Note: The job is a remote job and is open to candidates in USA. KTek Resourcing is seeking a Network Service Delivery Manager responsible for the end-to-end delivery governance of network and security services. The role ensures adherence to SLAs and operational excellence while acting as the primary point of accountability between clients and delivery teams.
Responsibilities
- 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
- 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
- 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
- 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
- Manage onsite and offshore delivery teams
- Coordinate with:
- OEM/vendors (Cisco, Juniper, Firewalls, etc.)
- Service providers / ISPs
- Ensure resource planning, shift coverage, and team performance
- Drive team development, mentoring, and productivity
- Define and track SLA/KPI metrics and thresholds
- Prepare and present:
- Daily / Weekly / Monthly reports
- Executive dashboards
- Lead service performance reviews and governance meetings
- Identify trends and drive corrective actions
- Identify opportunities for:
- Process optimization
- Automation
- Cost reduction
- Drive initiatives to improve:
- Service quality
- Operational efficiency
- Implement best practices for service delivery improvement
- 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
Skills
- Strong knowledge of: Network technologies (LAN/WAN, routing, switching, security)
- ITIL processes and ITSM tools (ServiceNow, etc.)
- Excellent: Stakeholder management and communication
- 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
- Bachelor's degree in IT/Engineering (or equivalent)
- 10+ years of experience in network/service delivery roles
- Proven experience in: Infrastructure / Network operations management
- Customer-facing delivery roles (onsite preferred)
- ITIL Foundation / ITIL 4
- CCNA / CCNP / Network Security certifications
- PMP / PRINCE2 (optional advantage)
Company Overview
Company H1B Sponsorship