Network Operations & Service Delivery Manager

Role Overview :

We are looking for an experienced Network Service Delivery Manager / Service Owner to take end-to-end ownership of global network services, drive operational excellence, lead network operations teams, manage external vendors, and continuously improve service quality and user experience.

This is a leadership and service-management-focused role, with strong emphasis on people management, service ownership, vendor management, ITIL governance, NOC operations, SLA/KPI management, major incident management, and continual service improvement.

Key Responsibilities :

Network Service Ownership &

• Strategy :
• Own the complete lifecycle, availability, performance, security, and reliability of global network services.
• Define and maintain network service strategy, roadmap, operating model, and service standards.
• Align network services with business requirements and technology priorities.
• Drive service maturity, resilience, scalability, and continual improvement.

People &

• Team Leadership :
• Lead, mentor, and develop network delivery and operations teams.
• Establish objectives, KPIs, performance standards, and development plans.
• Build a high-performing team focused on accountability and service excellence.
• Support succession planning and capability development.
• Coordinate with teams across different regions and time zones.

Service Delivery &

• ITIL Governance :
• Establish governance across Incident, Problem, Change, Service Level, Capacity, and Service Transition processes.
• Monitor service performance against agreed SLAs and KPIs.
• Conduct regular service reviews and operational governance meetings.
• Identify service gaps and implement corrective and continual improvement plans.
• Define and maintain operational standards, documentation, and service models.

NOC &

• Major Incident Management :
• Work closely with Network Operations Centres to ensure effective monitoring, triage, escalation, and incident management.
• Lead major network incidents and coordinate internal and external teams for timely resolution.
• Drive root-cause analysis, corrective actions, and post-incident reviews.
• Improve monitoring, alerting, observability, and operational maturity.

Network Transformation &

• Technology Roadmap :
• Drive adoption of modern networking technologies and operating models.
• Support initiatives involving SD-WAN, SASE, cloud networking, automation, AI-driven monitoring, and hybrid connectivity.
• Ensure network services evolve in line with enterprise technology roadmaps.
• Partner with architecture and engineering teams during solution design and project planning.

Reporting &

• Stakeholder Management :
• Provide service dashboards, operational reports, KPI/SLA performance, risks, and improvement updates to senior stakeholders.
• Communicate service risks, business impacts, incidents, and remediation plans clearly to technical and non-technical stakeholders.
• Represent Network Services across IT leadership, projects, and transformation initiatives.

Mandatory Technical Skills :

• LAN, WAN, WLAN
• SD-WAN, VPN and MPLS
• Routing and Switching
• DNS and DHCP
• Firewalls, Load Balancers and Proxies
• Network Security and Segmentation
• Azure/AWS Cloud Networking
• Hybrid Connectivity
• Network Monitoring and Observability
• NOC Operations and Major Incident Management

Education &

Certifications :

• Bachelor's degree in IT, Computer Science, Engineering, or a related discipline.
• ITIL 4 Foundation (Mandatory)
• Cisco CCNA (Minimum requirement)
• At least one advanced networking certification (e.g., CCNP, JNCIS, or Fortinet certification).