Service Delivery Manager – IT Services

Job Description             : Network Service Delivery Manager – IT Services

Location                            : San Diego, CA (Remote)

Must have MSP Background

Position Overview

The Network Service Delivery Manager is responsible for overseeing the end‑to‑end delivery of network services to clients or internal business units. This role ensures that network operations, support, and service performance meet agreed‑upon SLAs, while driving continuous improvement, operational excellence, and customer satisfaction. The manager acts as the primary liaison between technical teams, vendors, and stakeholders to ensure reliable, secure, and scalable network services.

Key Responsibilities

Service Delivery & Operations

Lead the delivery of network services including LAN, WAN, WLAN, SD‑WAN, VPN, firewalls, and cloud networking.
Ensure adherence to SLAs, KPIs, and compliance requirements across all network services.
Oversee incident, problem, and change management processes for network infrastructure.
Coordinate with NOC, engineering, and support teams to ensure timely resolution of issues.
Maintain service continuity and disaster recovery readiness for network services.
Stakeholder & Client Management

Serve as the primary point of contact for network service performance and escalations.
Conduct regular service reviews with clients or business units.
Translate business needs into technical requirements and service improvements.
Manage expectations and communicate proactively about service health and risks.
Performance Management & Reporting

Monitor network performance metrics and drive improvements.
Produce dashboards and reports on service availability, capacity, and incidents.
Identify trends and recommend optimization strategies.
Vendor & Contract Management

Manage relationships with network service providers, hardware vendors, and MSP partners.
Oversee vendor performance and ensure contract compliance.
Participate in procurement, RFPs, and vendor evaluations.
Governance, Compliance & Security

Ensure network services align with security policies, regulatory requirements, and industry best practices.
Collaborate with cybersecurity teams to address vulnerabilities and risks.
Maintain documentation, runbooks, and service catalogs.
Leadership & Continuous Improvement

Lead and mentor network service delivery teams.
Drive automation, standardization, and process improvements.
Support transformation initiatives such as cloud migration, SD‑WAN rollout, or network modernization.
Required Skills & Qualifications

Bachelor’s degree in Information Technology, Computer Science, Engineering, or related field.
7+ years of experience in network operations, service delivery, or IT infrastructure management.
Strong understanding of enterprise networking technologies (Cisco, Juniper, Palo Alto, Fortinet, etc.).
Experience with ITIL frameworks (Incident, Problem, Change, Service Level Management).
Proven ability to manage cross‑functional teams and complex service environments.
Excellent communication, stakeholder management, and analytical skills.
Ability to manage multiple priorities in a fast‑paced environment.
Preferred Qualifications

ITIL v4 Certification.
CCNP, CCIE, JNCIP, PCNSE, or similar network certifications.
Experience with cloud networking (AWS, Azure, Google Cloud Platform).
Background in MSP or large enterprise network operations.
Familiarity with automation tools (Ansible, Terraform) and monitoring platforms (SolarWinds, Zabbix, ThousandEyes).
Key Competencies

Customer‑centric mindset
Strong problem‑solving abilities
Leadership and team development
Strategic thinking and planning
Vendor negotiation and management
Continuous improvement orientation