Service Delivery Manager - Network

About the Company:

Headquartered in California, U.S.A., GSPANN provides consulting and IT services to global clients. We help clients transform how they deliver business value by helping them optimize their IT capabilities, practices, and operations with our experience in retail, high-technology, and manufacturing. With five global delivery centers and 2000+ employees, we provide the intimacy of a boutique consultancy with the capabilities of a large IT services firm.

Role: Service Delivery Manager (SDM) Network

Experience: 12 + Years

Location: Hyderabad/Gurugram

Role Purpose

The Service Delivery Manager Network is responsible for ensuring highquality, reliable, and businessaligned delivery of global network services. The role focuses on endtoend service delivery management for CATO Networks and Expereo, covering SDWAN, SASE, and DIA connectivity services.

This position acts as the single point of accountability for network service delivery, working closely with internal business stakeholders and external service providers. The SDM will be driving vendor performance, governance, and continual service improvement.

Key Responsibilities

Service Delivery & Operational Governance

• Own endtoend service delivery management for network services provided by CATO Networks and Expereo
• Ensure stable, secure, and performant delivery of:
• SDWAN
• SASE services
• Dedicated Internet Access (DIA) lines
• Act as the primary escalation point for major incidents, service degradation, and chronic performance issues
• Drive root cause analysis (RCA) and ensure corrective and preventative actions are implemented

Vendor & ThirdParty Management

• Manage thirdparty service providers as an integrated extension of the internal IT organization
• Establish and run strong vendor governance, including:
• Service reviews
• SLA and KPI tracking
• Performance scorecards
• Continuous improvement plans
• Ensure vendors meet contractual commitments, SLAs, and quality expectations
• Challenge vendors proactively and escalate when service delivery is at risk

Business Stakeholder Management

• Build and maintain very strong relationships with business stakeholders across regions
• Translate business needs into clear service expectations and delivery outcomes
• Communicate service performance, risks, and improvement initiatives in a clear, businessrelevant manner
• Act as a trusted advisor for network service matters

Communication & Reporting

• Produce highquality service reporting covering:
• SLA/KPI performance
• Incident trends
• Service risks and remediation actions
• Continuous improvement initiatives
• Present service insights clearly to IT leadership and business stakeholders
• Ensure transparent, factbased communication during incidents and escalations

Continuous Service Improvement

• Identify service gaps, recurring issues, and opportunities for optimization
• Work with vendors and internal teams to improve:
• Stability
• Performance
• User experience
• Operational efficiency
• Support network service transitions, onboarding of new sites, and service changes in coordination with vendors

Key Skills & Competencies

Mandatory Skills

• Strong experience in IT Service Delivery Management, preferably within network services
• Proven expertise in 3rdparty vendor management and governance:
• SLA management
• KPI reporting
• Service reviews and escalations
• Excellent business stakeholder management capabilities
• Strong verbal and written communication skills
• High proficiency in service reporting and analytics

Technical Understanding (Required)

• Solid understanding of: SDWAN, SASE, WAN / DIA connectivity
• Experience working with global network service providers or managed service vendors

Behavioral Competencies

• Strong ownership and accountability mindset acts as an internal employee, not as a vendor proxy
• Structured, detailoriented, and datadriven approach
• Confident in challenging suppliers while maintaining professional relationships
• Calm and effective in highpressure incident situations

Experience & Education:

• 7+ years of experience in Network Service Delivery, IT Operations, or Service Management
• Experience managing global network services in an enterprise environment
• ITIL certification (preferred, not mandatory)
• Bachelor's degree in IT, Engineering, or a related field (or equivalent experience)

Why choose GSPANN

We GSPANNians are at the heart of the technology that we pioneer. We do not service our customers, we co-create.

With the passion to explore solutions to the most challenging business problems, we support and mentor the technologist in everyone who is a part of our team. This translates into innovations that are path-breaking and inspirational for the marquee clients, we co-create a digital future with.

GSPANN is a work environment where you are constantly encouraged to sharpen your abilities and shape your growth path, We support you to become the best version of yourself by feeding your curiosity, providing a nurturing environment, and giving ample opportunities to take ownership, experiment, learn and succeed.

We're a close-knit family of more than 2000 people that supports one another and celebrates successes, big or small. We work together, socialize together, and actively serve the communities we live in.

We invite you to carry forward the baton of innovation in technology with us.

At GSPANN, we do not service. We Co-create.

Discover your inner technologist - Explore and expand the boundaries of tech innovation without the fear of failure.

Accelerate your learning - Shape your career while scripting the future of tech. Seize the ample learning opportunities to grow at a rapid pace

Feel included - At GSPANN, everyone is welcome. Age, gender, culture, and nationality do not matter here, what matters is YOU

Inspire and Be Inspired - When you work with the experts, you raise your game. At GSPANN, you're in the company of marquee clients and extremely talented colleagues

Enjoy Life - We love to celebrate milestones and victories, big or small. Ever so often, we come together as one large GSPANN family

Give Back - Together, we serve communities. We take steps, small and large so we can do good for the environment, weaving in sustainability and social change in our endeavors.

We invite you to carry forward the baton of innovation in technology with us.

Let's Co-create.