Service Delivery Manager – Network at Thakral One

Manila, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

16 Sep, 26

Salary

0.0

Posted On

18 Jun, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Service Delivery Management, Network Operations, NOC Management, SLA Management, Incident Management, Problem Management, Vendor Management, ITIL Framework, BGP, OSPF, VRF, MPLS, Root Cause Analysis, Stakeholder Communication, Network Monitoring, WAN Management

Industry

IT Services and IT Consulting

Description

As a Service Delivery Manager, you will oversee 24×7 network operations and NOC performance to ensure the client's multi‑protocol WAN remains stable and meets agreed service levels. You will act as the bridge between stakeholders and technical teams, translating service agreements into operational plans, driving continuous improvement, and ensuring that incident response remains swift and effective. What You'll Do and How You'll Succeed Service performance & process oversight: Manage service performance against SLAs, enforce standard operating procedures, and coordinate with technical teams to keep network operations running smoothly. Review performance data and adjust plans as needed. Incident & problem management: Lead the response to network incidents, coordinate response teams, and implement root‑cause analysis to prevent recurrence. Ensure the hierarchical escalation model is followed so unresolved issues move from Level 1 through Level 3 until resolved. Vendor & third‑party management: Negotiate contracts, hold performance reviews, and address issues with vendors and third‑party providers to maintain service efficiency. Oversee physical on‑site presence during incidents as required. Service improvement: Analyse performance data, adopt ITIL best practices, and introduce automation to optimise processes and improve service delivery. Stakeholder communication: Act as the main point of contact for customer escalations, conduct service review meetings, and provide transparent updates on service performance. Network operations & deliverables: Oversee multi‑protocol WAN management (BGP, OSPF, VRF, MPLS) and ensure the NOC delivers daily/weekly incident and utilisation reports, semi‑annual operational manuals, and network‑architecture diagrams. Coordinate cross‑functional teams to support on‑site network requests and maintain compliance with service contracts. We'd Love to Hear From You If... Experience You have at least five years' experience in service delivery management or network operations. You have a track record of leading 24×7 NOC teams and delivering against SLAs. Technical Expertise You understand enterprise networking and protocols (BGP, OSPF, VRF, MPLS). You are experienced with network monitoring platforms and ticketing systems. You are proficient in ITIL frameworks. You can interpret performance metrics, conduct root‑cause analysis, and manage vendors effectively. Ways of Working You demonstrate strong leadership and communication skills. You remain calm under pressure. You collaborate across departments. You manage customer relationships confidently. Assignment Details Contract Duration: 5 years (1 Jul 2026 – 30 Jun 2031) Shift: 24×7 NOC monitoring with on‑site presence required for incidents

Responsibilities

Oversee 24x7 network operations and NOC performance to ensure the stability of a multi-protocol WAN and adherence to SLAs. Act as the primary liaison between stakeholders and technical teams to drive service improvement and effective incident response.