Service Delivery Management Specialist (Networks) at NTT Ltd.

Job Profile Summary

Our Service Delivery Management Specialist (Networks) will be responsible for high-level relationship management with clients. Serves as the primary management contact and client liaison during delivery of a professional services engagement or an outsourced solution.

Strategically focused and responsible for client satisfaction, maintaining client communication, and the overall management of the client relationship. Works to grow the client relationship by identifying new business opportunities. Drives team to execute on contract terms and conditions and works with the delivery managers to ensure on-time delivery of projects that support the client’s business.

They will provide leadership and direction to a network services teams and external partners while partnering with business leaders to identify opportunities, requirements and solutions to support business growth, change, and development with the introduction of new technology solutions. 

Job Description

• The Service Delivery Management Specialist (Networks) will engender a coordinated, user-oriented service by defining and directing overall Network strategy for the client and ensure that the company maintains a future ready technology and product strategy that is scalable, customer-centric, and innovative.  The successful candidate will have significant customer experience as well as collaborating with influential vendors, partners, and Business Stakeholders.  

Key Roles and Responsibilities:

 In collaboration with the relevant stakeholders, define the Network vision and drive all aspects of the Network Strategy, ensuring that technology-based solutions and services are fully supported by the right architectures, systems, and operating models.   Accountable for Network Services, Projects, Operations, Security, and budget   Partner with the other service departments to deliver the innovation, development and deployment of new Network and Unified Communication technology solutions providing strong leadership and senior level advocacy for their delivery.    Partner with the business to understand evolving work trends in design, engineering and modelling software which need to be supported by the underlying network infrastructure.   Collaborate with Operational peers such as Regional Business Liaisons and Head of Infrastructure.    Responsible for client satisfaction by ensuring that services are delivered according to agreed service definitions and Service Level Agreements and other contracts.  Develop and manage an annual operating budget and work with the Commercial Team, ensure that monthly and pass-through billing happens.  Accountable for the Network Services budget and capacity planning  Assume technical lead role during outage management; monitor functions and coordinate inter-team corrective actions; assists team members with problem resolution and communicate with stakeholders.   Act as the subject matter expert on Network technology and services matters, challenging and coaching service managers, thriving to exceed Service Level Objectives and delivering outstanding value to the business.   Conduct monthly roadmap reviews with relevant service managers and Senior Leadership team represents, communicating on project health status, milestones, issues and budget.    Work closely with Information Security, to ensure that client networks are maintained in a highly secure state, and that operating procedures and methods are best suited to maintain security of the company networks.   Work with the Unified communications team to ensure that the client’s network systems fully support the needs of the company in telephony and other communications media.   Manage the client networks and take accountability for the services.     Ensure all network service outages are restored in a timely manner and abide by the fix once principles.    Guide the team in Programme and Project Management to ensure delivery against Enterprise Network Services team annual strategic roadmap objectives.    Work closely with the Network Solutions Architect to ensure that designs are properly thought through in a timely manner as necessary for project deliveries.    Drive continual service improvement initiatives aimed at improving service quality, IT and business outcomes.  Ensure that all risks relating to the network services are managed and mitigated effectively.

Management  

•  Overall management responsibilities for Network Service teams.   Lead and manage the Network Services function to ensure a coordinated, user orientated service.   Manage vendor relationships by communicating effectively, holding vendors accountable, and cultivating a positive working relationship.   Ensure that technology standards and best practices are maintained across the organisation.    Work with Product Owners and stakeholders in other departments to ensure that Technology strategy and execution align.    Drive the adoption of right sourcing strategy, software defined everything and automation.   Manage the budget for Network Services including reporting and forecasting.   Demonstrated management experience of matrix and multicultural teams over several

Knowledge, Skills, and Attributes:

•  Ability to lead and coach a team  Ability to establish strong relationships with internal stakeholders and external clients  Excellent relationship-building skills  Strong ability in managing coordinated delivery of service  Excellent written and verbal communication skills  Strong collaboration skills  Ability to work well in a pressurized environment  Excellent client centricity  Excellent business acumen and commercial skills  Highly analytical with proven negotiation skills  Passionate, strong initiative, self-driven with a commitment to succeed

Qualifications, Skills and Experience Essential  

•  Bachelor’s degree and/or equivalent experience in Information Technology, Computer Science or Business Management    Experience of progressive experience in Information Technology management with focus on network disciplines, and voice/video services will have been gained over an extensive period   Significant experience in the following IT infrastructure concepts and solutions:    In depth knowledge of architectures, monitoring, security control, redundancy, and high availability for network, voice and wireless system    Strong experience of Software Defined Networking   Firewall and cloud firewall architecture knowledge (Checkpoint and Zscaler)   Knowledge of WAN Optimization (BGP, MPLS, VPN)   Highly available architectures, with resilient network design experience    Network performance management and capacity planning    Solid understanding of Huawei networking   Long experience of investigating and managing network related incidents   Good product management experience.    Strong knowledge of cyber-security and Network Security.    Demonstrable and practical experience as Network Services leader 

Representative experience should include: 

• Cisco & Huawei networking qualifications   Remote access technologies  Knowledge of WAN Optimization (BGP, MPLS, VPN)  Wireless technology for the enterprise with highly secure technologies   Core network infrastructure for both on-premises, cloud, and DR providers   Intense routing, firewall, VPN access technology experience   Understanding of network patterns and approaches ITIL certification Technical Certifications beneficial Cisco/Meraki Licensing Connectivity Data centres & Networking

Required Experience:

•  Demonstrated client engagement experience at a very senior level  Demonstrated experience in a Managed Services and/or Support Services environment  Demonstrated years of experience managing and leading a service delivery team and/or related function