Note: The job is a remote job and is open to candidates in USA. Raas Infotek is seeking a Network Service Delivery Manager responsible for the end-to-end delivery governance of network and security services. The role includes managing client relationships, overseeing operational performance, and ensuring compliance with service level agreements.
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
- Bachelor's degree in IT/Engineering (or equivalent)
- 10+ years of experience in network/service delivery roles
- Strong knowledge of network technologies (LAN/WAN, routing, switching, security)
- Strong knowledge of ITIL processes and ITSM tools (ServiceNow, etc.)
- Excellent stakeholder management and communication skills
- Excellent incident and escalation management skills
- Excellent leadership and team management skills
- Analytical mindset with focus on KPIs and service improvement
- Ability to handle high-pressure onsite environments
- Proven experience in infrastructure / network operations management
- Proven experience in customer-facing delivery roles (onsite preferred)
- ITIL Foundation / ITIL 4
- CCNA / CCNP / Network Security certifications
- PMP / PRINCE2 (optional advantage)
Company Overview