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).