Job Overview
We are looking for an experienced Service Delivery Manager to lead network operations and managed infrastructure support services within a high-availability enterprise environment. This role will oversee operational support teams, manage customer escalations, and ensure service delivery commitments are consistently achieved across managed services operations.
The successful candidate will serve as the key operational contact for customers while coordinating closely with technical teams, vendors, and stakeholders to maintain operational stability, service quality, and customer satisfaction.
Key Responsibilities
Service Delivery & Operations Management
- Manage day-to-day network and infrastructure operations to ensure support services are delivered according to SLA and operational commitments
- Lead operational teams supporting business-as-usual (BAU) activities, maintenance tasks, and incident resolution
- Monitor service performance and drive operational improvements across managed services environments
- Act as the primary escalation point for operational incidents and customer-related issues
Network & Infrastructure Support
- Oversee support activities involving enterprise networking technologies including routers, switches, firewalls, NAC, wireless, and security platforms
- Coordinate with technical teams to support troubleshooting, maintenance, patching, upgrades, and operational activities
- Support operational governance and service coordination across multi-vendor infrastructure environments
- Ensure operational documentation, SOPs, technical reports, and knowledge base materials are regularly maintained and updated
Incident, Problem & Change Management
- Manage incident, problem, and change management activities aligned with ITIL best practices
- Lead root cause analysis (RCA) investigations and post-incident review discussions for major operational incidents
- Prepare incident reports, operational reviews, and customer-facing service reports
- Coordinate service recovery and escalation management during critical operational events
Customer & Stakeholder Management
- Build strong working relationships with customers, partners, vendors, and internal support teams
- Conduct operational review meetings, service reporting sessions, and escalation discussions with customers
- Manage customer expectations during operational incidents, service disruptions, and maintenance activities
- Collaborate with cross-functional teams to improve operational efficiency and support quality
Team Leadership & Continuous Improvement
- Provide leadership, mentoring, and operational guidance to support engineers and operations teams
- Drive continuous improvement initiatives to enhance support processes and service delivery standards
- Promote knowledge sharing, process standardization, and operational readiness across support teams
Requirements
Experience
- Minimum 8 years of experience within networking or infrastructure support environments with at least 5 years in a Service Delivery Manager, Operations Lead, or Network Operations leadership role
- Proven experience managing customer-facing managed services or network operations environments
- Experience supporting enterprise networking technologies and infrastructure operations teams
Technical Skills
- Good understanding of networking concepts and enterprise infrastructure environments
- Familiarity with networking and security technologies including routers, switches, firewalls, NAC, and wireless platforms
- Exposure to Cisco networking technologies is highly preferred
- Experience with Aruba ClearPass, Fortinet, or similar network security platforms will be advantageous
- Familiar with ITSM platforms such as ServiceNow or equivalent service management tools
- Experience handling incident, problem, and change management processes within ITIL environments
Certifications
- ITIL Foundation certification preferred
- CCNP or equivalent networking certification will be advantageous
Core Competencies
- Good communication and presentation skills
- Strong multitasking capabilities with experience managing critical operational incidents and escalations
- Hands-on technical exposure to Cisco networking technologies and enterprise infrastructure platforms
- Comfortable supporting customers within a 24/7 operational environment when required
- Strong documentation, reporting, and operational coordination skills
- Able to work effectively under pressure within fast-paced customer environments
- Strong analytical, troubleshooting, and problem-solving skills
- Able to communicate effectively with both technical and non-technical stakeholders
Please send your detailed resume in MS Word format to resume@goldtecHRs.com with
- Education Level
- Working experiences
- Each employment background
- Reason for leaving each employment
- Last drawn salary
- Expected salary
- Date of availability
