Service Delivery Manager - Network Project Delivery

Orangepeople•Plano, TX

About The Position

The Service Delivery Manager leads a network project delivery organization supporting LAN, WAN, Operational Technology (OT), network security, and wireless projects. The role oversees two Project Delivery Leads and approximately 40 team members, with accountability for governance, resource management, and Quality, Cost, and Delivery (QCD) across the project portfolio. It is a customer-facing leadership position responsible for evolving a scalable service delivery model and promoting continuous improvement, team development, and operational excellence. The manager establishes delivery governance and reporting, allocates resources, monitors portfolio KPIs, and addresses risks and escalations. In partnership with the Project Delivery Leads, the manager serves as the customer's single point of contact, manages expectations, and builds relationships with customer stakeholders. The role also leads and develops the delivery team, oversees outsourced partner performance when applicable, manages delivery budgets and compliance, and develops a standardized service offering through defined scope, service catalog, SLAs/KPIs, operating model, and processes. The position supports network projects across LAN, WAN, OT, network security, and wireless, and may require work in customer or manufacturing environments based on project needs. It has supervisory responsibility for two Project Delivery Leads and oversight of a delivery team of approximately 40 members. Additional responsibilities include participating in OP team meetings and team-building, contributing to technical discussions and peer reviews, collaborating on the OP-Wiki/Knowledge Base, and providing status reports to OP Account Management as requested.

Requirements

Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field, or equivalent practical experience.
10+ years of progressive experience in IT infrastructure, network engineering, technical project management, or IT service delivery, including 5+ years in network project delivery.
5+ years of experience leading project management staff or technical delivery teams, including 3+ years leading leads/managers and teams of 20 or more members, directly or indirectly.
Working knowledge of network technologies sufficient for technical coordination and customer communication, including routing and switching, WAN technologies (MPLS, SD-WAN, VPN), LAN, wireless (Wi-Fi design and site surveys), network security (firewalls, NAC, segmentation, IDMZ), monitoring, and high-availability design.
Solid project management knowledge and experience, including scope, schedule, cost, risk, and change management, with demonstrated success managing multiple concurrent projects or a project portfolio.
Experience establishing capacity management, resource planning, or delivery metrics such as effort tracking, utilization, and forecasting.
Experience in a manager-level customer-facing role, including executive reporting, escalation handling, and expectation management.
Experience managing vendors or partner companies, or network integrators.
Excellent communication, judgment, logical thinking, and documentation skills.
Business-level proficiency in written and spoken English.
Flexibility and openness to adapting to the company's culture and ways of working, and interest in Japan or the group.

Nice To Haves

Experience building or launching managed services, or transitioning project-based work into a service offering, such as ITIL service design and transition.
Experience with OT or industrial networks in manufacturing environments, such as plant networks, IT/OT segmentation (Purdue model), ISA/IEC 62443, and industrial protocols.
Certifications such as PMP/PgMP, ITIL 4, CCNP/CCIE, or CISSP.
Experience in the automotive or manufacturing industry, or with Japanese companies.
Knowledge of Lean or Kaizen methods.
Familiarity with delivery and reporting tools such as ServiceNow, Jira, Microsoft Project, or Power BI.

Responsibilities

Manage the network project delivery organization across LAN, WAN, OT networks, network security, and wireless, overseeing multiple concurrent projects through the Project Delivery Leads.
Establish delivery governance, including standard processes, stage gates, quality reviews, change control, and reporting cadence.
Plan and allocate resources across approximately 40 team members, balancing workload, skills, and project priorities.
Monitor portfolio KPIs such as schedule, cost, quality, utilization, and customer satisfaction; identify risks and make corrective-action or escalation decisions.
Serve with the Project Delivery Leads as the customer's single point of contact; receive, clarify, and prioritize customer requests and direction.
Provide customer reporting, including weekly status, monthly service reports, and periodic management reviews covering progress, KPIs, risks, and improvement actions.
Handle management-level escalations, negotiate scope, priority, and resource trade-offs, and manage customer expectations.
Build trusted relationships with customer stakeholders and identify opportunities to expand and improve services.
Lead, coach, and evaluate two Project Delivery Leads, and oversee team development, including hiring, onboarding, skills development, and succession planning.
Foster team ownership, teamwork, continuous learning, engagement, and retention.
Select and manage partner companies when work is outsourced, including contracts, deliverables, acceptance criteria, and partner QCD.
Manage delivery budget, costs, resource utilization, and inputs for billing and forecasting.
Ensure compliance with customer security policies, change management processes, and safety requirements, including requirements for manufacturing and OT environments.
Lead the transition from in-house delivery support to a standardized service offering, defining service scope, service catalog, SLAs/KPIs, operating model, and delivery processes.
Develop and maintain reports, proposals, process definitions, templates, and other high-quality documentation.
Drive Kaizen improvements in delivery processes, tools, and quality standards, and standardize lessons learned and best practices across projects.
Participate in OP monthly team meetings and team-building efforts.
Contribute to OP technical discussions and peer reviews.
Contribute content and collaborate through the OP-Wiki/Knowledge Base.
Provide status reports to OP Account Management as requested.