Network Service Delivery Manager

Accenture•Orlando, FL

4d•Hybrid

About The Position

The Advanced Technology Centers (ATCs) is the engine for reinvention in our clients’ transformation journey. Powered by more than 255,000 people across 24 countries, ATCs will provide our clients seamless access to industry insights and innovative technology solutions. Stronger together! The Advanced Technology Centers (ATCs) make tremendous impact in solving our clients’ business problems leveraging Innovation, Intelligence, Industry insights, new IT and new technology skills. Now, with the global environment changing at a faster pace, our clients are facing unprecedented challenges and they need us more than ever before. As a Network, ATCs are positioned to unlock greater opportunities and exponential value for our clients. The value for our clients and our people For our clients, the Network provides the strength of our geographic diversity, greater resilience, and seamless access to the deepest industry knowledge, the latest in Gen AI solutions, and tech expertise from around the world. For our people, it brings an opportunity to shape truly boundaryless career paths in a highly collaborative team of experts where they can learn from each other and solve the world’s most complex client challenges. You are : An experienced Network Service Delivery Manager (SDM) The Work : The Network Service Delivery Manager (SDM) is a client-facing leader responsible for the delivery, governance, and operational performance of network services across hybrid environments. The role ensures SLA compliance, drives incident resolution, manages client relationships, and leads continuous service improvement initiatives.

Requirements

A minimum of 8 years in Network Operations/Service Delivery, including client-facing delivery leadership responsibilities.
Cisco Networking
Palo Alto Firewalls
F5 BIG-IP
Hybrid Cloud & Datacenter Networking Service Management
ITIL Incident, Problem, Change & Capacity Management
Major Incident Management
RCA Governance
Service Reporting & KPI Management Leadership
Client Relationship Management
Executive Communication & Presentation
Stakeholder Management
Cross-functional Team Leadership
Bachelor's degree or equivalent (minimum 12 years) work experience. (If Associate Degree, must have minimum 6 years work experience)

Nice To Haves

Strong understanding of Cisco, Palo Alto, and F5 technologies and their operational support models.
Client-facing with the ability to lead meaningful discussions with technical and business stakeholders.
Drive Major Incident Management (MIM) and ensure timely service restoration.
Review RCAs, drive corrective actions, and ensure implementation of preventive measures.
Govern Incident, Problem, Change, and Capacity Management processes.
Strong stakeholder management, communication, and escalation management skills.

Responsibilities

Own end-to-end network service delivery and ensure SLA/OLA compliance.
Lead service reviews, governance meetings, and performance reporting.
Track KPIs, service health, incident trends, and improvement initiatives.
Serve as the primary escalation point for critical service issues.
Drive major incident resolution and executive communications.
Review and govern RCA quality, actions, and implementation.
Identify recurring issues and drive service improvement plans.
Act as the primary client contact for network service delivery.
Build strong client relationships and manage stakeholder expectations.
Coordinate across Network, Security, Cloud, Infrastructure, and Vendor teams.
Lead continual service improvement (CSI) initiatives to improve service quality and stability.
Drive process optimization, operational excellence, and risk mitigation activities.
Support forecasting, resource planning, and delivery governance.
Ensure contractual commitments and service obligations are achieved.