Service Delivery Manager

I. ROLES AND RESPONSIBILITIES Manage service performance, SLA compliance, customer communication, and escalation for new network infrastructure set-up operations. Own customer relationships & service performance SLA/KPI tracking and reporting Monthly service reports & quarterly summary reports Escalation management (P1/P2 incidents) Financial governance (billing, contracts) Capacity & roadmap discussions Risk and compliance oversight Coordination between operations & customer II. QUALIFICATIONS Must be a permanent employee of the bidder Must hold a current and valid certifications on the following: ITIL V4 Foundation or higher and Project Management Professional (PMP) or must at least have 35 hours of Project Management training III. EXPERIENCE Must have at least 10 years experience in any IT/Network Infrastructure service management Must have at least 5 years experience in managing service delivery teams Must have at least 5 years experience in IT/Network Infrastructure vendor management