Position Summary:
We are seeking a highly motivated and customer-focused Service Delivery Manager to lead a network project delivery organization supporting LAN, WAN, Operational Technology (OT), network security, and wireless projects. This individual will oversee two Project Delivery Leads and a team of approximately 40 members, with accountability for governance, resource management, and Quality, Cost, and Delivery (QCD) across the project portfolio. The role will serve as a key customer-facing leader, drive the evolution of a scalable service delivery model, and champion continuous improvement (Kaizen), team development, and operational excellence.
Description / Essential Functions:
Delivery Organization Management
- Manage and run network project delivery as a whole across LAN, WAN, OT (Operational Technology) networks, network security, and wireless, overseeing multiple concurrent projects through the Project Delivery Leads.
- Establish delivery governance, including standard processes, stage gates, quality reviews, change control, and reporting cadence.
- Plan and allocate resources across the team of approximately 40 members, balancing workload, skills, and priorities across projects.
- Monitor portfolio-level KPIs (schedule, cost, quality, utilization, customer satisfaction), identify risks early, and make timely decisions on corrective actions and escalations.
Customer Relationship and Single Point of Contact
- Act as the customer's single point of contact together with the Project Delivery Leads, receiving, clarifying, and prioritizing customer requests and direction.
- Provide regular reporting to the customer (e.g., weekly status, monthly service reports, and periodic management reviews) on progress, KPIs, risks, and improvement actions.
- Handle management-level escalations, negotiate scope, priority, and resource trade-o