The Service Delivery Manager - Networks is responsible for overseeing service delivery of network systems and services for the organization
They ensure that the network infrastructure is secure, reliable and efficient
They manage the support model end to end and work with other IT departments and external vendors
Responsibilities
Performs service reviews in line with SDM deliverables providing reporting on areas such as incidents and SLAs on a weekly basis.
Contribute to operation reviews of IT Service covering customer satisfaction, SLA performance, and operational metrics.
Produce regular and accurate service mgmt. reports and dashboards for the team.
Oversees diverse and complex customer support issues.
Acts as a SPOC responsible for the quality of services delivered to the client.
Works effectively with other cross functional teams.
Lead and deep dive onto technical trouble shooting calls and resolve issues within SLAs.
Identify and incorporate future service mgmt. needs into a well-considered roadmap across the network organization.
Thinks creatively and practically to develop, execute and implement new plans or programs. Generates and provides accurate, timely results in the form of reports, presentations etc
Profile required
Service Delivery Manager - Networks
Bachelors degree in computer science or a related field, or equivalent work experience.
At least 10 years of experience in network administration, engineering - preferably in a similar industry.
Strong knowledge in the area of Remote access solutions for internal users (SSL VPN), Site to Site VPN Connectivity (IPSEC), MPLS connectivity.
Familiar with e-banking network solutions and design.
Appetite to document chronic issues related to network infrastructure.
Professional certificate - such as CCNP is preferred.
Strong knowledge of network protocols standards, such as TCP/IP, Ethernet, MPLS and VPN.
Skilled in network security principles such as encryption, authentication, authorization and auditing.
Capacity planning
Proficient in network hardware and software, such as routers, switches, firewalls and network mgmt. tools.
Cloud certifications are a plus and is preferred.
Strong experience in data insights and IT Metrics driving service mgmt.
Excellent verbal and oral communication skills.
Demonstrating evidence of effective coordination of problem-solving skills in complex support incidents.
Participate in on calls rotation in EMEA hours once a month.
Lead efforts in meeting regulatory compliance topics (such as monitoring, hardening etc)
Lead service mgmt. calls with higher mgmt. showcasing incidents, resolutions and problem mgmt. tasks.
Ensure weekly reporting of RUN topics to the mgmt.
Should be willing to work in EMEA Shift ( Paris time )
Lead and participate in usual Service Delivery activities.
Oversee project implementation and resolution of tickets in a timely manner.
Lead technical topics which are chronic in nature.
Work closely with business units and service units to collect requirements and implement topics related to compliance, projects and support.
Continuous improvements by constantly reviewing processes and enhance user experience
