Service Delivery Manager, Network WAN

The Service Delivery Manager (SDM) is accountable for the delivery of a service and acts as the key customer contact for all service-related queries and issues. The SDM needs a detailed understanding of the end-to-end service and all its components. The SDM interacts with process & data owners, serves as the escalation point, understands and develops capabilities to deliver and improve the service, and ensures ongoing service delivery meets customer requirements.

The SDM is the contact for our outsourcing provider regarding network-related topics.

Due to the significant number of users in different time zones, support and availability during other hours are essential. Candidates should be prepared to work early or late hours a few times per week to support stakeholders across regions. Flexibility is a key requirement for this role to ensure seamless communication and service delivery.

This is a global position and an individual contributor role.

Areas of Responsibility :

• Accountable for and leads the service, understanding its complete scope.
• Create and maintain service descriptions, including standard requests, roadmaps, and processes, and contribute to infrastructure strategy.
• Monitor the health of the service, including compliance, availability, and capacity.
• Conduct yearly service review meetings with stakeholders.
• Manage licenses for services.
• Prioritize and implement changes following current change management procedures.
• Negotiate SLAs and OLAs for the service.
• Represent the service organization-wide.
• Set strategic directions and proactively improve the service.
• Collaborate with other SDMs, architects, and outsourcing providers.
• Serve as the escalation point and participate in major incident meetings related to the service.

The SDM role for network is divided into two positions : one focused on LAN services and the other on WAN services. Both roles are interconnected and share the same goals.

This position primarily focuses on WAN, with LAN as a secondary focus.

Primary Service Category :

Network - WAN Service

Secondary Services :

Network - LAN Service, DNS, DHCP, IoT, Automation, Guest Network, Monitoring, VPN Services (Client VPN)

Technical Skills Required :

General Capabilities :

About Ambu

Ambu has been innovating since 1937, providing solutions that impact patient care worldwide. Headquartered near Copenhagen, Denmark, with approximately 4,500 employees across Europe, North America, and Asia Pacific.

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