Service Manager

Overview

Responsibilities

Key Responsibilities:

• Service Delivery & Operations:
• Manage end-to-end SD-WAN service lifecycle including deployment, monitoring, and support.
• Ensure SLAs, KPIs, and service quality standards are consistently met.
• Coordinate with vendors, ISPs, and internal teams for issue resolution and service optimization.
• Project Management:
• Lead SD-WAN implementation and migration projects.
• Develop and maintain project plans, timelines, and budgets.
• Ensure timely delivery of services and upgrades.
• Stakeholder & Vendor Management:
• Act as the primary point of contact for SD-WAN services.
• Conduct regular service reviews with vendors and internal stakeholders.
• Manage contracts, renewals, and escalations.
• Performance & Reporting:
• Monitor network performance and generate regular reports.
• Analyze trends and recommend improvements.
• Ensure compliance with security and regulatory standards.
• Continuous Improvement:
• Identify opportunities to enhance service efficiency and user experience.
• Stay updated on SD-WAN technologies and industry trends.
  

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• 5 - 8 years of experience in network services, with at least 4 years in SD-WAN management.
• Strong understanding of SD-WAN technologies (e.g., Cisco Viptela, Fortinet, VMware VeloCloud).
• Excellent communication, leadership, and problem-solving skills.