Service Delivery Manager, Network Operations

Job Overview

We are seeking an experienced Service Delivery Manager to oversee network operations and manage infrastructure services within a fast-paced enterprise support environment. This role will be responsible for leading operational support teams, managing customer escalations, ensuring SLA compliance, and driving service excellence across network and infrastructure operations.

The successful candidate will act as the primary operational contact for customers while coordinating closely with technical teams, vendors, and internal stakeholders to ensure smooth delivery of day-to-day support services and operational stability.

Key Responsibilities

Service Delivery & Operations Management

• Lead and manage daily network and infrastructure operations to ensure service delivery aligns with customer expectations and contractual commitments
• Oversee operational support activities including incident management, escalation handling, maintenance coordination, and service reporting
• Ensure SLA and KPI targets are consistently achieved across managed services environments
• Act as the main escalation point for operational and service-related issues

Network & Infrastructure Operations

• Manage support operations involving enterprise networking technologies including routers, switches, firewalls, NAC, and wireless environments
• Coordinate with technical teams to support troubleshooting, maintenance, upgrades, and operational activities
• Support operational governance for network and security environments across multi-vendor platforms
• Ensure operational documentation, knowledge base articles, and SOPs are properly maintained and updated

Incident, Problem & Change Management

• Drive incident, problem, and change management activities based on ITIL best practices
• Lead root cause analysis (RCA) investigations and post-incident reviews for major incidents
• Prepare incident reports, service reviews, and operational reports for stakeholders and customers
• Coordinate service restoration activities during high-priority incidents and operational escalations

Customer & Stakeholder Management

• Build strong working relationships with customers, vendors, and internal support teams
• Conduct regular operational review meetings and service reporting sessions with customers
• Manage customer expectations during incidents, escalations, and maintenance activities
• Coordinate cross-functional teams to improve operational effectiveness and service quality

Team Leadership & Continuous Improvement

• Provide leadership, guidance, and mentorship to support engineers and operations teams
• Drive continuous improvement initiatives to enhance operational processes and service delivery standards
• Support knowledge sharing, operational readiness, and process standardization initiatives

Requirements

Experience

• Minimum 8 years of experience in networking or infrastructure environments with at least 5 years in a Service Delivery Manager, Operations Lead, or Network Operations leadership role
• Proven experience managing customer-facing infrastructure or network managed services environments
• Experience supporting enterprise networking technologies and operational support teams

Technical Skills

• Good understanding of networking concepts and enterprise infrastructure environments
• Familiarity with technologies including routers, switches, firewalls, NAC, wireless, and network security solutions
• Exposure to Cisco networking technologies is highly preferred
• Experience with Aruba ClearPass, Fortinet, or similar security/network platforms is advantageous
• Familiar with ITSM tools such as ServiceNow or similar service management platforms
• Experience managing incident, problem, and change management processes within ITIL environments

Certifications

• ITIL Foundation certification preferred
• CCNP or equivalent networking certification will be advantageous

Core Competencies

• Strong stakeholder management and customer communication skills
• Able to work effectively under pressure within high-demand operational environments
• Strong analytical, troubleshooting, and problem-solving capabilities
• Proficient in preparing RCA reports, incident reports, and operational presentations
• Able to communicate technical concepts effectively to both technical and non-technical stakeholders
• Singaporeans and candidates with valid Singapore work rights are encouraged to apply
• Candidates who do not require work pass sponsorship will be preferred

Please send your detailed resume in MS Word format to resume@goldtecHRs.com with

• Education Level
• Working experiences
• Each employment background
• Reason for leaving each employment
• Last drawn salary
• Expected salary
• Date of availability