Job Description

We are hiring an experienced Account Delivery & Operations Manager (ADOM) to lead the delivery and operational performance of managed Network Infrastructure Services across L1 and L2 operations.

This is a leadership role for someone who understands both network technology and service operations and can translate technical performance into customer outcomes, operational excellence and business growth.

You will lead technical operations teams, manage service performance, engage senior client stakeholders, drive continual improvement and work closely with our Customer Success and commercial teams to expand and strengthen client relationships.

Network & Technical Experience

• Minimum 3 years of experience in IT / Network Infrastructure / Network Operations, with significant experience in an operational or managed-services environment.
• Strong understanding of L1/L2 Network Operations and NOC environments.
• Good working knowledge of LAN / WAN, Routing & Switching, Firewall, Network monitoring, Network performance and availability ,Network troubleshooting and escalation and Data Centre / Enterprise Network Infrastructure
• Familiarity with network technologies from major vendors such as Cisco, HPE/Aruba, Juniper, Fortinet, Palo Alto or equivalent.
• Ability to understand network incidents, troubleshoot at an operational level and challenge technical findings without necessarily being the person performing detailed configuration.
• Experience managing Major Incidents, Problem Management and network changes.

Service Management

• Strong understanding of IT Service Management (ITSM) principles.
• Experience managing SLA-driven services and operational KPIs.
• Strong understanding of Incident, Problem, Change, Event and Service Level Management.
• Experience preparing and presenting service performance reports, dashboards and QBRs.
• Strong analytical and problem-solving capabilities.
• Experience driving continual service improvement and operational optimisation.

Leadership & People Management

• Proven experience managing L1/L2 technical or network operations teams.
• Experience managing shift-based or 24×7 operations will be an advantage.
• Strong capability in workforce planning, resource allocation and performance management.
• Experience conducting skills-gap analysis and developing technical competency and training plans.
• Demonstrated ability to coach, mentor and develop technical teams.
• Strong leadership presence with the ability to establish accountability and operational discipline.

Client & Stakeholder Management

• Strong experience managing enterprise customers and technical stakeholders.
• Confident in handling escalations and managing customer expectations during critical incidents.
• Excellent written, verbal and presentation skills.
• Ability to communicate complex technical issues clearly to both technical and non-technical stakeholders.
• Comfortable presenting service performance and improvement plans to senior client management.

Commercial & Business Growth

• Commercial awareness with an understanding of revenue, cost-to-serve, resource utilisation and account profitability.
• Ability to identify opportunities for service expansion, cross-selling and upselling.
• Experience working with Sales, Customer Success and Solutions teams to develop customer proposals will be an advantage.
• Ability to balance customer satisfaction with sustainable commercial outcomes.

Project & Improvement Management

• Experience managing service transitions, operational projects or infrastructure improvement initiatives.
• Strong understanding of project planning, risk management and stakeholder coordination.

Requirements

• Degree or Diploma in Information Technology, Computer Science, Network Engineering or a related discipline.
• ITIL Foundation / ITIL 4 Foundation certification preferred.
• A relevant networking certification such as CCNA, CCNP, JNCIA, Aruba, Fortinet or equivalent will be an advantage.
• PMP, PRINCE2, Agile or other project/service management certification will be an advantage.

We are looking for someone who is:

• Customer-focused and commercially aware.
• Technically credible without being overly tactical.
• Analytical and data-driven in decision making.
• Comfortable taking ownership of difficult operational issues.
• Able to operate confidently under pressure during major incidents.
• A strong communicator and stakeholder manager.
• Able to influence technical teams and senior customers.
• Proactive in identifying problems before they become service failures.
• Focused on continuous improvement rather than simply maintaining the status quo.
• Able to balance people, technology, customer and commercial priorities.

The Ideal Candidate

The ideal candidate is someone who can sit between the Network Engineering team, Operations team, Customer and Business, and make all four work effectively together.

You do need to understand the technology well enough to ask the right questions, understand the risks, challenge technical decisions, manage escalations and hold the L1/L2 teams accountable for service outcomes.

Benefits

We provide:

• Opportunities for professional development and career growth
• A collaborative and supportive work environment

We regret to inform that only shortlisted candidates will be notified. Thank you for indicating your interest in joining our team.