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Nile · 1 month ago

Global Service Delivery Manager

San Jose, CA

Full-time

Hybrid

Senior Level

Nile is a company that envisions an enterprise network capable of defending against cyber threats while simplifying operations. They are seeking a Global Service Delivery Manager to oversee the delivery of their networking services globally, ensuring customer satisfaction and continuous improvement in service execution.

Artificial Intelligence (AI)InternetNetwork SecurityWireless

Growth Opportunities

Responsibilities

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

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

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

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

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

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

Leadership and Coordination: 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

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

Qualification

Service Delivery ManagementNetworking KnowledgeIT Service ManagementCustomer-FocusedLeadership SkillsBachelor's degreeCommunication 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