Senior Service Delivery Manager

Deutsche Telekom•Houston, TX

12d

About The Position

The Senior Service Delivery Manager leads the end-to-end delivery and operational performance of Managed Network Services for the US retail network. The role is the primary service management interface between the client and the integrated delivery organization, ensuring services meet contractual obligations, SLAs, KPIs, and governance requirements. It coordinates delivery across network technologies and operational teams, including Cisco Meraki SD-WAN, WAN and 5G connectivity, NOC, Service Desk, engineering, field services, and third-party suppliers. The manager oversees customer relationships, service performance, incidents, problems, changes, supplier governance, service reporting, transition and operational readiness, and continual service improvement. The position also identifies and supports account-growth opportunities, working with sales and account teams to shape feasible service enhancements while maintaining delivery commitments. It supports reliable, transparent, integrated and continuously improving services for Shell throughout the five-year managed-services lifecycle.

Requirements

Advanced knowledge of ITIL-based service management processes and enterprise managed-services delivery.
Strong understanding of SLA management, KPI reporting, service assurance and customer service governance.
Proven experience managing major incidents, service escalations, root-cause reviews and continual improvement initiatives.
Strong knowledge of ServiceNow or an equivalent enterprise ITSM platform.
Experience coordinating service delivery across multiple operational teams, suppliers and technology domains.
Ability to manage contractual service obligations, operational responsibilities and service-performance risks.
Good understanding of enterprise networking, including SD-WAN, WAN, LAN, routing, switching, VPN and network security.
Familiarity with Cisco Meraki or comparable cloud-managed networking solutions.
Understanding of broadband, fiber, LTE/5G and multi-provider connectivity services.
Knowledge of network availability, resilience, redundancy, failover and business continuity concepts.
Familiarity with centralized network monitoring, operational dashboards, alert management and network service assurance.
Ability to engage technical specialists, understand service impact and communicate operational risks to business stakeholders.
Strong customer relationship management and stakeholder engagement capabilities.
Experience in complex, multi-vendor or outsourced service environments, including supplier escalations and cross-organizational dependencies.
Strong negotiation, communication, presentation and conflict-resolution skills.
Experience preparing and presenting executive-level service reports and governance updates.
Ability to recognize account growth opportunities and translate customer needs and service insights into qualified sales leads.
Experience collaborating with account teams, sales and solution architects on upselling, cross-selling, proposals and customer-facing commercial discussions.
At least 10 years of experience in IT service delivery, IT operations, managed services or related enterprise technology environments.
At least 5 years in a Service Delivery Manager, Senior Service Manager or comparable customer-facing service leadership role.
Proven experience managing enterprise network or infrastructure services for large corporate customers.
Demonstrated responsibility for SLAs, KPIs, service reporting, customer governance and operational performance.
Experience managing 24×7 support environments, including NOC, Service Desk and technical escalation teams.
Strong background in Major Incident, Problem and Change Management.
Experience coordinating multiple suppliers, telecommunications carriers and technology service providers.
Proven ability to manage senior customer stakeholders and lead formal service review meetings.
Experience driving measurable service improvements and resolving complex operational or contractual service challenges.
Excellent written and spoken English, with strong executive communication and presentation skills.

Nice To Haves

ITIL 4 Foundation; advanced ITIL or practice management certifications are highly desirable.
Bachelor’s degree in Information Technology, Computer Science, Telecommunications, Business Management or a related discipline.
Service management or service delivery leadership training.
ITIL 4 Managing Professional or equivalent advanced ITIL qualification.
SIAM Foundation or Professional certification.
PMP, PRINCE2 or equivalent project/program management certification.
ISO/IEC 20000 service management knowledge or certification.
Relevant Cisco networking certifications or equivalent practical understanding.
Equivalent professional experience demonstrating strong enterprise service-management expertise.
Experience delivering managed network services to large multinational organizations.
Experience in retail, fuel retail, financial services or other business-critical distributed environments.
Knowledge of PCI DSS, SOX-related operational controls and enterprise audit requirements.
Familiarity with ServiceNow CMDB, service mapping, dashboards and automated reporting.
Experience with SIAM operating models.
Experience overseeing large-scale SD-WAN transformation, service transition or network modernization programs.
Familiarity with Cisco Meraki Dashboard, Grafana, LogicMonitor or comparable monitoring platforms.
Experience managing field services, carrier relationships, hardware replacement and technology lifecycle activities.
Experience implementing service automation, proactive service assurance and data-driven improvement programs.
Exposure to service financial management, forecasting, cost optimization and commercial performance management.

Responsibilities

Own end-to-end service management and operational performance for the managed network service.
Serve as the primary customer-facing service management contact and senior operational escalation point.
Ensure delivery complies with contractual obligations, SLAs, KPIs, service processes and governance requirements.
Coordinate delivery across T-Systems, T-Mobile, NOC, Service Desk, engineering, field services and other delivery partners.
Manage service scope, ownership boundaries, dependencies, operational responsibilities and risks across geographically dispersed retail sites.
Lead customer service reviews, operational discussions and governance meetings; communicate service performance, incidents, risks, changes and improvements.
Manage customer expectations, escalations and concerns, and coordinate resolution of cross-functional and cross-supplier issues.
Monitor SLAs, KPIs, network availability, incident response and restoration, service request fulfilment and operational quality.
Investigate SLA breaches and performance trends, and coordinate corrective actions and service recovery or improvement plans.
Coordinate major incidents with Major Incident Management, NOC, engineering, carriers and field providers; oversee P1/P2 communications, restoration priorities, post-incident reviews and follow-up actions.
Ensure consistent application of ITIL-aligned incident, problem, change, service request, configuration and knowledge management processes.
Oversee ServiceNow workflows, service-management records and reporting; maintain governance documentation, escalation matrices, procedures and controls.
Coordinate planned and emergency changes, ensuring approvals, communication and risk controls are followed.
Manage operational relationships and performance across telecommunications providers, OEMs, field service partners and other suppliers.
Own monthly service performance reports and executive summaries, covering availability, incidents, SLAs, problems, changes, suppliers and risks.
Maintain service improvement plans, governance action registers and escalation tracking, with accountable owners, dates and measurable outcomes.
Identify and qualify account growth opportunities for managed services and collaborate with account management, sales, solution architects and commercial teams on proposals, presentations and service enhancements.
Ensure proposed services are operationally feasible, properly scoped and supported by transition and delivery requirements; support opportunity qualification, forecasting and handover.
Support transition of new sites and services into BAU, confirming operational readiness, support procedures, monitoring, escalation paths, asset information and service records.
Oversee service acceptance, defects, risk acceptance and hypercare; address transition risks and incorporate lessons learned into operations.
Establish and maintain a Continual Service Improvement plan and drive improvements in availability, incident reduction, efficiency, automation, monitoring and process optimization.
Coordinate firmware lifecycle management, capacity planning, technology refresh and service resilience initiatives, tracking milestones and measurable outcomes.