Service Delivery Manager (Open to Angolan Nationals Only)

The Service Delivery Manager (SDM) is responsible for ensuring the effective delivery of services to clients or internal stakeholders by overseeing performance, managing service quality, and driving continuous improvement. This role serves as the bridge between service teams and customers, ensuring that expectations are met or exceeded through proactive management, strategic planning, and operational excellence.

• Ensure end-to-end delivery of services in accordance with defined service level agreements (SLAs) and customer expectations.
• Monitor and manage service performance metrics, proactively addressing any service issues or disruptions.
• Act as the primary point of contact for customers regarding service delivery, fostering strong relationships and ensuring customer satisfaction.
• Conduct regular service reviews and ensure continuous communication with stakeholders.
• Lead cross-functional service delivery teams, including technical staff, support personnel, and third-party vendors.
• Identify opportunities for service delivery process improvement and lead initiatives to drive operational efficiency and quality.
• Implement ITIL-based practices to standardize and enhance service management processes.
• Oversee timely resolution of incidents and problems, ensuring root cause analysis and long-term corrective actions are taken.
• Escalate critical issues appropriately and manage crisis situations with a structured response plan.
• Generate and analyze service performance reports, providing insights and recommendations to internal and client stakeholders.
• Track KPIs, SLAs, and customer satisfaction scores to inform decision-making.
• Assess and mitigate risks that may impact service continuity or quality.
• Manage service delivery budgets, control costs, and identify opportunities for financial efficiency.
• Forecast future resource needs based on service demand and business growth.
• Contribute to the development of service strategies aligned with business objectives.
• Participate in long-term planning to improve the scope and quality of services delivered.

Essential:

• Previous experience working as a Project Manager
• Practical experience working with WAN and LAN technologies as a Field Technician or Network Engineer
• Knowledge of project management processes, techniques and tools effectively
• ITIL Foundations V4 minimum

Desired:

• Professional-level certifications: CCNP, CCIE, PCNSE, JNCIP/JNCIE, VCP-NV, AWS/Azure networking certs.
• Network Equipment – Cisco Switches, Routers, Wireless, Firewalls, Aruba wireless and switches, FortiGate firewalls, Palo Alto firewalls.
• Network Technologies – VPN, OSPF, BGP, STP, VTP, QoS, SDWAN, NAT, IP Telephony
• Server Technologies – VMWare, Windows Server
• Information Security Standards – IEC 62443
• Understanding of VSAT technologies, Data Centers and Cloud architecture layouts

Knowledge, Skills, Abilities, and Other Characteristics

• Strong customer orientation with excellent client‑focused communication skills.
• Exceptional troubleshooting and problem‑solving abilities.
• Able to communicate clearly and effectively with both internal and external stakeholders.
• Works effectively in a hybrid environment, collaborating with both local and remote team members.
• Demonstrates a strong commitment to expanding technical expertise and continuous professional development.
• Capable of acting as a cross‑departmental technical lead across the stated technologies.
• Promotes a positive, collaborative, and supportive work environment.
• Maintains a professional manner and consistently ensures high levels of customer satisfaction.
• Adapts well to dynamic schedules and evolving priorities to meet customer and business requirements.

How to Apply:

We offer a competitive salary, a comprehensive benefits package and the opportunity to advance in an international company. To apply, click 'Apply Now'.