Description

You will own the end-to-end service delivery process and manage the relationship between the Networking team and its internal and external customers.

Responsibilities

• Own critical incidents by coordinating with resolution parties and managing stakeholder communication during post-incident reviews.
• Maintain service-related processes and implement optimization activities for both internal and third-party workflows.
• Manage service delivery performance to meet customer expectations and forecast future demand.
• Develop systems, procedures, and methodologies to support consistent service delivery and project scope alignment.
• Analyze third-party and internal processes to create strategies for service optimization.

Required Skills

• 5+ years of experience in service delivery or a related role.
• Deep understanding of ITIL frameworks, including incident, problem, change, and service level management.
• Experience managing third-party Network Service Providers.
• Technical understanding of networking and wireless technologies.
• Proficiency using ServiceNow.
• Strong diagnostic and problem-solving skills to identify remediation requirements.
• Ability to translate technical items and status updates for non-technical business users.
• Effective verbal and written communication skills via phone, email, and chat.
• Bachelor’s Degree in Computer Science, MIS, or a similar field.

Preferred Skills

• Previous experience working within a large Enterprise environment.

Key Skills

Education

Bachelor’s Degree