Job Description
**Service Delivery Manager/PM - Network Engineering** **Job Summary:** Oversee the delivery of Network services, manage third-party vendors, and drive continuous improvement in service delivery. Plan Net21 Communications is seeking a seasoned Service Delivery Manager/PM to lead the delivery of Network services, manage third-party vendors, and drive continuous improvement in service delivery. This role will involve maintaining strong relationships with service providers, ensuring service level agreements (SLAs) are met, and driving continuous improvement in service delivery. **Key Responsibilities:** * Oversee the delivery of IT services to meet business requirements and SLAs * Monitor and report on service performance, identifying and addressing areas for improvement * Implement best practices and processes to ensure consistent service delivery * Establish and maintain strong relationships with third-party service providers * Negotiate contracts and service level agreements (SLAs) with vendors * Monitor vendor performance, conducting regular reviews and assessments * Address and resolve issues or escalations related to third-party services * Act as the primary point of contact between the business and IT service providers * Communicate effectively with internal stakeholders to ensure alignment and understanding of service delivery * Facilitate meetings and reviews with stakeholders to discuss service performance and improvements * Identify opportunities for improving service delivery processes and efficiency * Lead initiatives to implement changes and improvements in collaboration with vendors and internal teams * Ensure compliance with ITIL and other relevant frameworks and standards * Manage budgets and costs related to IT service delivery and third-party services * Monitor and control expenditures, ensuring value for money from service providers * Identify and mitigate risks associated with third-party service delivery * Ensure compliance with security policies and regulatory requirements **Requirements:** * Bachelors degree in Information Technology, Business Administration, or related field * ITIL certification (v3 or v4) or other relevant certifications * Proven experience (7+ years) in IT service delivery management, with a significant focus on customer management and Helpdesk based Service * Experience in vendor relationship management * Team Leadership in a Technical environment * Experience in managing large-scale Network Engineering projects and services * Knowledge of cloud and VOIP services and outsourcing models * Familiarity with Agile and Dev Ops methodologies * Advanced understanding of IT infrastructure * Strong leadership and team management skills * Proactive and results-oriented mindset * Ability to create, present and implement a Project Plan * High level of integrity and professionalism * Ability to work under pressure and meet deadlines * Strong organizational and multitasking abilities * Excellent communication, negotiation, and stakeholder management skills * Strong analytical and problem-solving abilities * Ability to work effectively in a fast-paced, dynamic environment