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

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