Manager, Network Service Delivery and Operations Support

NVIDIA•Us, CA

10h

About The Position

NVIDIA has been transforming computer graphics, PC gaming, and accelerated computing for more than 25 years. It’s a unique legacy of innovation that’s fueled by great technology—and amazing people. Today, we’re tapping into the unlimited potential of AI to define the next era of computing. An era in which our GPU acts as the brains of computers, robots, and self-driving cars that can understand the world. Doing what’s never been done before takes vision, innovation, and the world’s best talent. As an NVIDIAN, you’ll be immersed in a diverse, supportive environment where everyone is inspired to do their best work. Come join the team and see how you can make a lasting impact on the world. To support our global network infrastructure, NVIDIA is searching for a highly motivated and process-driven Telecom Service Delivery and Operations Support Manager. The successful candidate will ensure the seamless delivery and operational excellence of our global telecom services. What you’ll be doing: Service Delivery Management: Oversee and manage the delivery performance of global telecom and colocation vendors, ensuring services (DIA, IP transit, peering, POP, waves, MPLS, SD-WAN, professional services, cross connects, colo, etc.) are delivered on time and meet specifications. Field Operations Coordination: Partner with field operations teams responsible for receiving and installing telecom services, ensuring smooth execution and alignment to timelines. Partner Collaboration: Work closely with Technical Program Managers (TPMs), Operations teams, and other internal partners to deliver accurate delivery timelines, maintain precise data, and ensure comprehensive record-keeping. Proactive Issue Resolution: Recognize potential delivery delays, proactively propose interim solutions to maintain service continuity, and raise critical issues as needed. Additive Procurement Support: Identify requirements for additive telecom services related to primary deliveries, obtain quotes from vendors, validate with procurement leads, and implement orders. Service Transition Management: Handle data tracking and coordination for disconnecting legacy services when migrating to new solutions, minimizing disruption and cost. Operational Excellence: Work with outage escalations, manage responses to chronic outages, and assist in developing strategies for replacing vendors, including in situations like bankruptcies. Vendor Performance and RCA: Support root cause analysis (RCA) efforts with vendors to ensure they identify and rectify failures in accordance with contractual obligations and SLAs. Reporting and Planning: Provide regular reports on service delivery performance, operational issues, and vendor management. Assist in planning efforts to ensure network services are prepared for growth and can adapt to changing business needs. Inventory and Contract Management: Assist in tracking inventory of circuits, services, locations, and associated contracts and SLAs.

Requirements

Bachelor’s degree in a business or technical field, or equivalent experience.
8+ years of overall relevant experience, preferably in a fast-growing global technology company, with a significant focus on telecom service delivery and vendor operations.
2+ years of leadership experience.
Demonstrable experience in managing the delivery and operational aspects of a diverse range of telecom carrier services and technologies globally, including: Transport (Dark Fiber, MPLS, EPL, SD-WAN, Wavelengths), Internet Services (IP Transit, DIA, Peering, IX), and Colocation services.
Strong understanding of Point of Presence (POP) environments, dark fiber, long haul, and metro network systems.
Experience with telecom contracts, Service Level Agreements (SLAs), and managing vendor performance against these.
Solid project management skills with the ability to manage multiple concurrent service deliveries and operational tasks.
Experience with handling outage issues, supporting root cause analysis, and managing chronic service issues as well as familiarity with basic procurement processes, including obtaining quotes and validating them against requirements.
Maintain and track service data, recommend augments, and manage service transitions.
Excellent communication skills, with the ability to bridge communication between technical (network engineering, field ops) and non-technical (procurement, business units) groups with the ability to provide reports and assist in planning for network growth and changes.

Nice To Haves

Strong analytical and problem-solving skills, particularly in identifying root causes of service failures and driving vendors to implement permanent fixes.
Comfortable and adept at pivoting (adapting to changes in plans) quickly in a dynamic environment.
A high level of technical understanding of network services and a good understanding of the pricing structures for ISP and telecom services globally.
Demonstrable experience working across diverse global regions, including US, EMEA, APAC, India, and China.
Proactive and results-oriented approach with a strong sense of ownership.

Responsibilities

Oversee and manage the delivery performance of global telecom and colocation vendors, ensuring services (DIA, IP transit, peering, POP, waves, MPLS, SD-WAN, professional services, cross connects, colo, etc.) are delivered on time and meet specifications.
Partner with field operations teams responsible for receiving and installing telecom services, ensuring smooth execution and alignment to timelines.
Work closely with Technical Program Managers (TPMs), Operations teams, and other internal partners to deliver accurate delivery timelines, maintain precise data, and ensure comprehensive record-keeping.
Recognize potential delivery delays, proactively propose interim solutions to maintain service continuity, and raise critical issues as needed.
Identify requirements for additive telecom services related to primary deliveries, obtain quotes from vendors, validate with procurement leads, and implement orders.
Handle data tracking and coordination for disconnecting legacy services when migrating to new solutions, minimizing disruption and cost.
Work with outage escalations, manage responses to chronic outages, and assist in developing strategies for replacing vendors, including in situations like bankruptcies.
Support root cause analysis (RCA) efforts with vendors to ensure they identify and rectify failures in accordance with contractual obligations and SLAs.
Provide regular reports on service delivery performance, operational issues, and vendor management.
Assist in planning efforts to ensure network services are prepared for growth and can adapt to changing business needs.
Assist in tracking inventory of circuits, services, locations, and associated contracts and SLAs.