Senior Service Delivery Manager
Core
Lead end-to-end delivery of Managed Network Services for US retail networks, ensuring SLA compliance and operational governance across SD-WAN, WAN, and 5G connectivity.
Role type
Senior Service Delivery Manager
Builds
Managed Network Services for US retail operations
Domain
Telecommunications / Network Operations
Required skills
Service Delivery Management, SLA/KPI Management, Incident & Escalation Management, Stakeholder Management, Supplier Governance, ITIL Processes, Change Management, Performance Reporting, Risk Mitigation, Business Development
Preferred skills
Cisco Meraki expertise, 5G/WAN connectivity knowledge, ServiceNow proficiency, Retail operations experience
Technologies
Cisco Meraki, ServiceNow, SD-WAN, 5G, WAN
Responsibilities
Act as primary customer-facing service management contact and senior operational escalation point. Coordinate service delivery across multiple technical domains including NOC, Service Desk, field services, and third-party suppliers. Monitor and manage performance against contractual SLAs, operational KPIs, and service targets. Lead investigations into SLA breaches and coordinate service recovery or improvement plans. Manage operational relationships with suppliers (T-Mobile, T-Systems, carriers) and ensure clear accountability. Proactively identify new business opportunities to expand existing managed services.
Seniority
Senior, hands-on IC