Global Service Delivery Manager
Remote
Job Summary
Oversee global delivery of Nile's network services, ensuring seamless operations, adherence to SLAs, and exceptional customer satisfaction. Manage end-to-end service execution for complex network implementations, installations, and migrations while serving as the primary point of contact for client needs. Implement ITIL-based service management processes tailored to networking and AI-driven architectures, leveraging insights to monitor performance and address issues proactively. Ensure all delivery processes align with zero trust security principles and industry compliance standards. Lead and coordinate efforts among customer IT teams, deployment partners, and internal stakeholders to meet project goals and drive continuous improvement in service efficiency.
Required Qualifications
- Proven experience in service delivery management within the networking or IT services industry, with a focus on global scale operations
- Strong understanding of enterprise networking, zero trust security, and AI-driven network management
- Proficient in ITIL framework and best practices, with the ability to tailor processes to a networking-focused environment
- Demonstrated success in managing customer satisfaction and service excellence in a high-tech environment
- Strong leadership abilities with experience in coordinating and orchestrating complex service delivery projects involving multiple stakeholders
- Ability to guide cross-functional teams, including customer IT departments and deployment partners, to ensure seamless and successful delivery
- Excellent communication and interpersonal skills, with the ability to articulate complex networking concepts to both technical and non-technical stakeholders
- Bachelor's degree in IT, Computer Science, Networking, Business, or a related field
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