Network and Security Service Delivery Manager

Network and Security Service Delivery Manager

A Network and Security Service Delivery Manager oversees the delivery of network and security services, ensuring they align with business needs and service level agreements (SLAs). This role involves managing Customer Expectation, Regular Operations, projects deliverables, handling Major incidents, and driving service improvements. Effective communication, technical expertise, and strong leadership skills are crucial for success.

Key Responsibilities:

• Client Relationship Management:

• Build and maintain positive relationships with clients.

• Communicate effectively with clients regarding service delivery, incidents, and projects.

• Gather client feedback and identify opportunities for service improvement.

• Service Delivery Management:

• Ensure the seamless delivery of network and security services according to agreed-upon SLAs.

• Manage and optimize the performance of security infrastructure (e.g., Lan/WAN, Wireless Services, Perimeter Security Services, intrusion detection systems).

• Oversee the implementation and maintenance of security policies and procedures.

• Coordinate with internal teams (e.g., infrastructure, operations, security) and external vendors to ensure smooth service delivery.

• Track key performance indicators (KPIs) and metrics related to service delivery.

• Team Leadership and Development:

• Provide guidance and support to team members.

• Foster a collaborative and high-performing team environment.

• Identify training needs and facilitate professional development opportunities.

• Project Management:

• Lead and manage Network and security-related projects from initiation to completion.

• Ensure projects are delivered on time, within budget, and meet quality standards.

• Manage project risks and issues, escalating as needed.

• Incident and Problem Management:

• Act as a point of contact for security incidents and service disruptions.

• Coordinate incident response activities, ensuring timely resolution and communication.

• Conduct root cause analysis (RCA) to prevent future incidents.

• Continuous Improvement:

• Identify areas for service improvement and develop initiatives to enhance efficiency and effectiveness.

• Stay up-to-date with industry trends, emerging technologies, and best practices.

• Implement process improvements and automation to optimize service delivery.

Skills and Qualifications:

• Strong understanding of network and security principles and technologies (Lan/WAN, Wireless, Firewalls, Load Balancers, intrusion detection/prevention, VPNs, etc.).
• Proficiency in project management methodologies (e.g., Agile, Waterfall).
• Excellent communication, interpersonal, and presentation skills.
• Strong problem-solving and analytical abilities.
• Ability to work independently and as part of a team.
• Experience managing teams and fostering a positive work environment.
• Relevant certifications (e.g., CISSP, CISM, Security+) are a plus.

Disclaimer

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to for investigation.

Compensation and Benefits

A candidate s pay within the range will depend on their work location, skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.