Experience : 8- 12 Years

Role Summary :

The Service Design Manager for Network Maintenance is a strategic technical lead responsible for architecting the operational framework and commercial viability of large-scale enterprise network solutions. You will bridge the gap between initial client requirements and long-term service delivery by designing robust maintenance models, extended SLA structures, and managed service ecosystems. This role requires a deep synthesis of technical networking knowledge, ITIL-based process engineering, and rigorous financial modeling to ensure that Glomopays (or the respective Tier 1 organization's) service offerings are competitive, scalable, and risk-mitigated.

Key Responsibilities :

- Lead the end-to-end service design lifecycle for global network maintenance contracts, ensuring technical feasibility and operational alignment with internal delivery teams and external vendors.

- Architect complex Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) tailored to diverse infrastructure environments, including multi-vendor hardware support and high-availability core networks.

- Develop comprehensive cost models and financial estimates for managed services, factoring in labor arbitrage, logistics, spare parts management, and long-term risk contingencies to protect gross margins.

- Translate high-level customer business requirements into detailed Service Design Packages (SDP) that include service desk integration, escalation matrices, and incident management workflows.

- Conduct rigorous risk assessment and mitigation planning for large-scale network transitions, identifying potential service gaps during the onboarding of new enterprise clients or legacy network migrations.

- Collaborate closely with commercial and legal teams to define technical Statements of Work (SOW), ensuring that service definitions are technically accurate and legally defensible in the event of performance disputes.

- Optimize existing service portfolios by analyzing historical maintenance data and MTTR (Mean Time to Repair) trends to identify opportunities for automation and proactive network monitoring solutions.

- Manage senior-level stakeholders and external OEM vendors to secure competitive pricing and commitment for specialized maintenance services across different geographical regions.

- Drive the adoption of ITIL 4 practices within the pre-sales cycle, focusing on value streams and the continuous improvement of service delivery models for software-defined networking environments.

- Serve as the primary technical subject matter expert during high-stakes client presentations and bid defenses, articulating the value proposition of the proposed maintenance architecture.

Technical Requirements :

- In-depth knowledge of enterprise networking technologies including SD-WAN, MPLS, Cloud Networking, and Data Center fabric architectures from vendors like Cisco, Juniper, and Arista.

- Professional certification in ITIL (V3 Expert or V4 Strategic Leader level) with a practical understanding of Service Transition and Service Design modules in a production environment.

- Extensive experience using financial modeling tools and CRM platforms to calculate Net Present Value (NPV), Internal Rate of Return (IRR), and Total Cost of Ownership (TCO) for multi-year service deals.

- Familiarity with Network Operations Center (NOC) observability platforms and ITSM tools such as ServiceNow, SolarWinds, or Splunk to design integrated monitoring workflows.

- Expertise in multi-vendor hardware maintenance strategies, including back-to-back support agreements (B2B) with Original Equipment Manufacturers (OEMs) and Third-Party Maintainers (TPM).

- Proven ability to design "Network-as-a-Service" (NaaS) models and subscription-based maintenance offerings that align with Opex-heavy financial preferences of modern enterprises.

- Mastery of technical documentation and architectural diagramming to represent complex service flows and organizational interfaces.

Preferred Skills :

- Project management certifications such as PMP or PRINCE2 to lead the transition phase from service design to live operational deployment.

- Experience with ServiceNow Service Mapping and CMDB (Configuration Management Database) implementation for large-scale enterprise network environments.

- Knowledge of ISO/IEC 20000 standards for IT service management and its application in auditing network maintenance providers.

- Familiarity with next-gen network maintenance involving AIOps and machine learning for predictive hardware failure analysis and automated incident remediation.

- Advanced technical certifications such as CCNP (Enterprise) or JNCIP-ENT to provide deeper insight into hardware lifecycle management and firmware vulnerability patching.

- Prior experience in a Tier 1 IT service organization managing global network infrastructure for Fortune 500 clients.