Job Description
Job Title: Service Delivery Manager
Location: Irving TX (Hybrid)
Summary:
We are seeking a Service Delivery Manager who thrives in a dynamic and diverse environment to support the delivery of exceptional Network Services. This individual will serve as a key point of contact for internal team members and external clients through various communication channels including phone, email, chat, or in-person interactions. Ideal candidates are self-motivated with strong analytical, organizational, and communication skills, and are effective team players who collaborate well with others.
Responsibilities:
- Maintain high performance standards for service-related processes, implementing improvements as needed
- Take ownership of critical incidents, coordinate with resolution teams, and ensure clear communication between stakeholders during and after incidents
- Ensure that systems, procedures, and methodologies are in place to deliver outstanding service
- Develop a deep understanding of ongoing and upcoming projects to inform service delivery planning
- Be accountable for service delivery performance, manage customer expectations, and forecast future demand
- Analyze both third-party and internal service delivery processes to develop optimization strategies
Requirements:
- Proven ability to manage relationships between Networking teams and internal/external customers
- Strong diagnostic and problem-solving capabilities, including:
- Active listening and analytical skills to identify issues
- Research and creativity in identifying effective solutions
- Clear communication of technical resolutions in an understandable way to business users
- Excellent communication skills, both verbal and written, across multiple platforms (phone, email, chat, etc.)
- Ability to clearly communicate status updates and translate technical details for non-technical audiences
- Strong multi-tasking abilities, capable of assisting team members or customers in real-time while handling other responsibilities
- A passion for customer support and service excellence
- Strong attention to detail and excellent organizational/time management skills
- In-depth understanding of service management principles and frameworks (such as ITIL), including incident, problem, change, and service level management
- Experience in managing third-party Network Service Providers
- Solid understanding of network fundamentals
Education and Experience:
- Bachelor’s Degree or equivalent work experience in Computer Science, MIS, or a related field
- Previous experience in a large enterprise environment is preferred
- Basic to intermediate technical understanding of networking and wireless technologies
- Experience with ServiceNow or similar IT service management platforms
Job Tags
Work experience placement,