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Nile · 1 month ago

Global Service Delivery Manager

Remote|Hybrid|Onsite

Full-time

Hybrid

Senior Level

5+ years exp

Nile is a company focused on redefining connectivity as a service for organizations worldwide, and they are seeking a Global Service Delivery Manager to oversee the delivery of their networking services across a global customer base. The role involves ensuring exceptional service delivery, driving continuous improvement, and maintaining customer satisfaction through effective service management and performance optimization.

Artificial Intelligence (AI)InternetNetwork SecurityWireless

Growth Opportunities

Responsibilities

Oversee the global delivery of Nile's network services, ensuring seamless operations and adherence to SLAs

Serve as the primary point of contact for customers, addressing their needs, resolving issues, and ensuring a superior customer experience

Implement and manage ITIL-based service management processes tailored to networking and AI-driven architectures

Leverage AI-driven insights to continuously monitor and optimize network performance, proactively addressing potential issues

Ensure all service delivery processes align with zero trust security principles and industry compliance standards

Build and maintain strong relationships with clients, understanding their unique networking requirements and delivering tailored solutions

Lead and coordinate the delivery of Nile service components, orchestrating efforts among various stakeholders, including customer IT teams, deployment partners, and internal teams. Ensure all parties are aligned and working collaboratively to meet project goals and deliver exceptional service outcomes

Identify opportunities for process improvements and implement strategies to enhance service delivery efficiency and effectiveness

Qualification

Service Delivery ManagementNetworking KnowledgeIT Service ManagementCustomer-FocusedLeadership SkillsCommunication Skills

Required

Proven experience in service delivery management within the networking or IT services industry, with a focus on global scale operations

Strong understanding of enterprise networking, zero trust security, and AI-driven network management

Proficient in ITIL framework and best practices, with the ability to tailor processes to a networking-focused environment

Demonstrated success in managing customer satisfaction and service excellence in a high-tech environment

Strong leadership abilities with experience in coordinating and orchestrating complex service delivery projects involving multiple stakeholders

Ability to guide cross-functional teams, including customer IT departments and deployment partners, to ensure seamless and successful delivery

Excellent communication and interpersonal skills, with the ability to articulate complex networking concepts to both technical and non-technical stakeholders

Bachelor's degree in IT, Computer Science, Networking, Business, or a related field