Network Service Delivery Manager

We are looking for Network Service Delivery Manager for our client in

Mountain View, CA Job Title:

Network Service Delivery Manager Job Location:

Mountain View, CA Job Type:

Contract Job Overview:

Pay Range:

$55hr - $60hr

Requirement/Must Have:

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. Leadership and team management skills. Analytical mindset with focus on KPIs and service improvement. Ability to handle high-pressure onsite environments.

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 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.) and 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, and monthly reports and executive dashboards. Lead service performance reviews and governance meetings. Identify trends and drive corrective actions. Identify opportunities for process optimization, automation, and cost reduction. Drive initiatives to improve service quality and 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. Nice to

Have:

Certifications such as ITIL Foundation / ITIL 4, CCNA / CCNP / Network Security certifications, PMP / PRINCE2 (optional advantage).

Qualification And Education:

Bachelor s degree in IT/Engineering (or equivalent). 10+ years of experience in network/service delivery roles. Proven experience in infrastructure/network operations management. Proven experience in customer-facing delivery roles (onsite preferred).