Network Service Delivery Manager || Mountain View, California (Onsite)

🔷 Required Skills & Competencies

• Strong knowledge of:

• Network technologies (LAN/WAN, routing, switching, security)
• ITIL processes and ITSM tools (ServiceNow, etc.)

• Excellent:

• Stakeholder management and communication
• Incident and escalation management

• Leadership and team management skills
• Analytical mindset with a focus on KPIs and service improvement
• Ability to handle high-pressure onsite environments

🔷 Experience & Qualifications

• Bachelor’s degree in IT/Engineering (or equivalent)
• 10+ years of experience in network/service delivery roles
• Proven experience in:

• Infrastructure / Network operations management
• Customer-facing delivery roles (onsite preferred)

• Certifications (preferred):

• ITIL Foundation / ITIL 4
• CCNA / CCNP / Network Security certifications
• PMP / PRINCE2 (optional advantage)

🔷 Key Success Metrics

• SLA adherence (%)
• MTTR / Incident resolution time
• Customer satisfaction (CSAT / PCSAT)
• Reduction in repeat incidents
• Service improvement initiatives delivered

🔷 Reporting Structure

• Reports to: Program Manager / Delivery Head
• Interfaces with:

• Customer stakeholders