Network Service Delivery Manager

Accenture•Columbus, OH

6d•$80,400 - $224,600•Hybrid

About The Position

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. Network SDM Essentials • 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. Service Delivery & Governance • 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. Incident & Problem Management • 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. Client & Stakeholder Management • 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. Continuous Improvement • Lead continual service improvement (CSI) initiatives to improve service quality and stability. • Drive process optimization, operational excellence, and risk mitigation activities. Financial & Commercial Management • Support forecasting, resource planning, and delivery governance. • Ensure contractual commitments and service obligations are achieved. This role will require a minimum of 3 days per week in the office. Preferred location: Tampa, Orlando or Columbus

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
ITIL Incident, Problem, Change & Capacity Management
Major Incident Management
RCA Governance
Service Reporting & KPI Management
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)

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.