Service Delivery Manager

As a Service Delivery Manager, you will oversee the end-to-end delivery of enterprise networking solutions, ensuring successful deployments and exceptional customer experiences. You will lead complex technical implementation projects, coordinating internal teams, external partners, and customer stakeholders across multiple regions. From initial project planning and technical discovery to deployment, activation, and operational handoff, you will drive every stage of the delivery lifecycle. You will establish strong customer relationships, manage risks and escalations, and ensure projects meet agreed timelines, budgets, and quality standards. Working across engineering, sales, support, and customer success functions, you will promote accountability and operational alignment. You will also contribute to scalable delivery processes that support the growth of a global Network-as-a-Service business.

Accountabilities

• Manage the complete delivery lifecycle for enterprise customer deployments, from project kickoff and onboarding through implementation, activation, stabilization, and formal handoff.
• Develop and maintain project plans, delivery schedules, milestones, resource requirements, dependencies, and risk mitigation strategies.
• Oversee multiple concurrent deployments across different regions, ensuring projects remain on schedule, within scope, and aligned with quality standards.
• Act as the primary customer contact throughout implementation, leading kickoff meetings, technical workshops, status reviews, and executive-level updates.
• Build strong relationships with customer IT leaders, project managers, technical teams, and business stakeholders while proactively managing expectations and escalations.
• Coordinate cross-functional teams across Sales, Solutions Engineering, Solutions Architecture, Service Engineering, Network Engineering, Product, Support, and Customer Success.
• Validate technical discovery, solution design, and Bill of Materials (BoM) approvals before deployment execution.
• Manage deployment resources and external partners, including field technicians, installation providers, cabling vendors, and logistics teams.
• Monitor partner performance, deployment quality, site readiness, equipment availability, shipping schedules, and installation requirements.
• Establish standardized deployment methodologies, project templates, delivery playbooks, and operational procedures.
• Identify opportunities to automate repetitive processes and improve delivery visibility using tools such as Jira and internal platforms.
• Ensure smooth operational handoffs to Customer Success, Support, and Technical Account Management teams, including complete documentation, testing, outstanding issues, and early-life stabilization.
• Track project performance, customer satisfaction, delivery KPIs, resource requirements, and portfolio health, providing regular updates to leadership.
• Drive continuous improvement through lessons-learned reviews, process optimization, and scalable delivery practices.

Requirements

The ideal candidate combines extensive technical project management experience with enterprise networking expertise, strong customer-facing capabilities, and a proactive approach to operational leadership.

• 8+ years of experience in IT service delivery, network deployment, technical project management, or professional services.
• At least 3 years of experience managing enterprise customer deployments or complex technical implementation projects.
• Strong understanding of enterprise networking technologies, including wireless LAN, switching, routing, firewalls, and network infrastructure.
• Proven experience managing multiple concurrent projects and geographically distributed resources.
• Demonstrated ability to manage enterprise customer relationships, executive stakeholders, and complex delivery escalations.
• Experience working with third-party deployment partners, field service organizations, and technology vendors.
• Strong knowledge of project management methodologies, delivery governance, risk management, and execution standards.
• Familiarity with project management platforms such as Jira, Smartsheet, Microsoft Project, or similar tools.
• Excellent written and verbal communication, presentation, organizational, and stakeholder management skills.
• Ability to work independently while collaborating effectively with multidisciplinary teams.
• Strong sense of ownership, customer focus, execution discipline, accountability, and continuous improvement.

Additional qualifications that would be advantageous:

• Experience in Network-as-a-Service (NaaS), managed services, or cloud networking environments.
• Familiarity with enterprise networking vendors and technolog