Service Manager (Network) (Ref 26555)

Responsibilities

• Build and maintain strong service relationships across various levels within client organisations and act as the single point of contact for escalated operational matters.

• Manage complex, critical, and escalated incidents by coordinating fault management activities, providing regular updates, and ensuring timely resolution.

• Oversee the end-to-end planned maintenance lifecycle for customers' critical services, including strategic communications and updates.

• Translate customer pain points and operational issues into actionable improvement plans for relevant stakeholders.

• Manage service performance in accordance with contractual Service Level Agreements (SLAs) and ensure service commitments are consistently achieved.

• Develop a clear understanding of project delivery organisation structures and escalation pathways.

• Drive continuous service improvement initiatives, co-creation opportunities, and cost optimisation by analysing utilisation against capacity.

• Lead post-incident reviews for major incidents and identify key lessons learned.

• Utilise digital dashboards for data analysis and leverage collaboration platforms such as Microsoft Teams for effective communication.

• Conduct regular (weekly or monthly) service performance reviews, including:

a) Review of previous meeting minutes

b) Presentation of network availability and performance reports

c) Recommendations for network enhancement initiatives

d) Development of improvement plans for: Prolonged outages, No Fault Found (NFF) cases, Repeated faults, Chronic issues

e) Review and update existing improvement plans

Requirements

• Diploma or Degree in Computer Science, Engineering, or a related discipline.

• Minimum 5 years of experience in a similar Service Management role with a proven track record in IT or Telecommunications service delivery.

• Relevant experience including:

a) Network Protocols: OSPF, BGP, Other routing protocols

b) WAN Technologies: Leased Line, MPLS, VPN, Internet Services, Metro Ethernet, SD-WAN, NFV, Cloud Technologies, Network Security

c) Voice Technologies: SIP, SIP Trunking, VoIP, ISDN, PSTN, PBX, Voice Gateway, IVR, Enterprise Voice Solutions

• Understanding of digital technologies, including Software-Defined Wide Area Networking (SD-WAN).

• Experience using dashboards such as Power BI and Grafana for reporting and operational insights.

• Strong analytical and problem-solving skills with excellent attention to detail.

• Proven ability to manage complex, cross-functional, and multi-country/regional service environments.

• Strong stakeholder management and service management capabilities.

• ITIL V3 or ITIL V4 knowledge is advantageous.

Licence no: 12C6060