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 need a detailed understanding of the end to end service and all the components that make up the service. The SDM interacts with appropriate process & data owners; serve as the escalation point; understand and develop the capabilities to deliver the service, make improvements to the service and ensure the ongoing service delivery meets the agreed requirements of their customers.

The SDM is the contact, to our outsourcing provider for infrastructure, on network related topic.

Due to the significant number of users based in the other timezones , it is essential that we provide adequate support and availability during other  time zones. As a result, candidates should be prepared to work late or early hours at least a couple of times per week to ensure effective collaboration and support for stakeholders in other that region. This flexibility is a key requirement for the role and will help maintain seamless communication and service delivery across Ambu.

This position is a Global position and individual contributor.

Areas of responsibility:

• Accountable for and acts as lead for the service and understands the complete service tree.
• Create and maintain service descriptions including standard service requests, roadmaps, processes and provide input to overall infrastructure roadmap and strategy.
• Overall health of the service including monitoring, compliance, availability & capacity.
• Ensure yearly service review meetings with stakeholders.
• License management for own services.
• Ensures that any changes to the service are prioritized and follows the current change.
• Management process.
• Operational vendor management.
• Participates in negotiating Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) for the service.
• Represents the service across the organization.
• Sets the strategic direction of the service and proactively ensures service improvements.
• Work in close collaboration with other SDM's, architects, and the Outsourcing provider.
• Serves as the point of escalation (notification) and participation in major Incident meetings related to the service.

This position is focused on the WAN as the primary, and LAN as the secondary

Primary Service Category

Service Subcategory

Service Offering

Network

WAN service

Cato cloud

Network

WAN service

Application access

Network

WAN service

Automation

Network

WAN service

Cloud VPN

Network

WAN service

QoS

Network

WAN service

NOC

Network

VPN services

Client VPN

Secondary Services

Service Subcategory

Network

LAN service

DNS, DHCP,

Network

LAN services

WIFI,Cisco WLC

Network

IOT services

IT network, Cisco ISE

Network

LAN services

Automation

Network

LAN services

Guest network

Network

LAN services

PaloAlto, Illumio

Network

LAN services

Monitoring

Network

Physical devices

APs, Routers, Switches,

General Technical skills required:

• Minimum Bachelor's Degree in Computer Science, information systems, network engineering or a related field & discipline.
• Minimum 5 to 7 years of experience in network related areas, with specific proficiency in network related protocols and standards
• Strong understanding of enterprise networking (LAN/WAN , SASE , Wireless SDWAN, VPN)
• Familiar with network protocol and routing (BGP,OSPF,EIGRP)
• Understanding of Cloud network (Azure , AWS ) and hybrid infrastructure
• Understanding of network security protocols and technologies eg. Firewall, IPS/IDS, Zero Trust.
• Understanding and experience in QoS and Bandwidth management
• Familiar with OT Environment e.g. Scada , PLC, BMS
• Fair knowledge on core infrastructure services e.g. DHCP, DNS , IPAM
• Understanding of Cisco ISE architecture and policy e.g. RADIUS , TACACS , Dot1X
• Design & Strategy: Develop and own the enterprise network architecture roadmap, translating business goals into technical strategies and plans for secure, efficient IT environmnets. 
• Implementation & Deployment: Oversee the deployment of network solutions, including infrastucture, hardware and software, ensuring seamless integration with other systems.

General Capabilities: 

• Strong oral and written communication skills in English.
• Planning / Co-coordinating abilities especially in the project management area and stakeholder management
• Risk management abilities
• Proactive and problem-solving mind-set
• Flexibility
• Energy and drive
• Experience and understanding of business requirements and the process of translating them into well-engineered and integrated technical solutions.
• Good network architectural background.