Service Delivery Manager, Network WAN

Purpose of the Position

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, serves as the escalation point, and ensures ongoing service delivery meets agreed customer requirements.

Global Role

Individual contributor; must support across multiple time zones and may need to work late or early hours.

Responsibilities

• Accountable for the service and leads end‑to‑end delivery.
• Create and maintain service descriptions, standard service requests, roadmaps, processes, and input to the overall infrastructure strategy.
• Monitor overall health of the service : monitoring, compliance, availability, capacity.
• Ensure yearly service review meetings with stakeholders.
• Manage license for own services.
• Prioritize changes adhering to current change management process.
• Operational vendor management.
• Negotiate Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
• Represent the service organization‑wide.
• Set strategic direction and drive service improvements.
• Collaborate with other SDMs, architects, and outsourcing provider.
• Serve as escalation point and participate in major incident meetings.

Service Scope

The SDM role focuses primarily on WAN, with secondary focus on LAN and network services such as DNS, DHCP, VPN, QoS, NOC, and wireless. Includes Cloud VPN, SASE, SDWAN, Zero Trust, OT environments, and network automation.

General Technical Skills Required

General Capabilities

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Project Management and Information Technology

Industries

Medical Equipment Manufacturing and Hospitals and Health Care

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