Job Description

Position Summary

We are seeking a highly motivated and customer-focused Service Delivery Manager to lead

a network project delivery organization supporting LAN, WAN, Operational Technology (OT),

network security, and wireless projects. This individual will oversee two Project Delivery

Leads and a team of approximately 40 members, with accountability for governance,

resource management, and Quality, Cost, and Delivery (QCD) across the project portfolio.

The role will serve as a key customer-facing leader, drive the evolution of a scalable service

delivery model, and champion continuous improvement (Kaizen), team development, and

operational excellence.

Essential Functions

Description / Essential Functions:

Delivery Organization Management

• Manage and run network project delivery as a whole across LAN, WAN, OT

(Operational Technology) networks, network security, and wireless, overseeing

multiple concurrent projects through the Project Delivery Leads.

• Establish delivery governance, including standard processes, stage gates, quality

reviews, change control, and reporting cadence.

• Plan and allocate resources across the team of approximately 40 members,

balancing workload, skills, and priorities across projects.

• Monitor portfolio-level KPIs (schedule, cost, quality, utilization, customer

satisfaction), identify risks early, and make timely decisions on corrective actions

and escalations.

Customer Relationship and Single Point of Contact

• Act as the customer's single point of contact together with the Project Delivery

Leads, receiving, clarifying, and prioritizing customer requests and direction.

• Provide regular reporting to the customer (e.g., weekly status, monthly service

reports, and periodic management reviews) on progress, KPIs, risks, and

improvement actions.

• Handle management-level escalations, negotiate scope, priority, and resource

trade-offs, and manage customer expectations.

• Build long-term, trusted relationships with customer stakeholders and identify

opportunities to expand and improve the services provided.

People Leadership and Partner Management

• Lead, coach, and evaluate the two Project Delivery Leads, and oversee the

development of approximately 40 team members, including hiring, onboarding,

skills development, and succession planning.

• Foster a team culture of ownership, teamwork, and continuous learning that

supports engagement and retention.

• When work is outsourced, select and manage partner companies, including

contracts, deliverables, acceptance criteria, and partner QCD.

Financial, Risk, and Compliance Management

• Manage the delivery budget, cost, resource utilization, and inputs for billing and

forecasting.

• Ensure delivery complies with customer security policies, change management

processes, and safety requirements, including those of manufacturing / OT

environments.

Service Development and Continuous Improvement

• Lead the transition from in-house delivery support to a standardized service

offering, including defining service scope, service catalog, SLAs/KPIs, operating

model, and delivery processes.

• Develop and maintain high-quality documentation, such as reports, proposals,

process definitions, and templates.

• Drive Kaizen activities in delivery processes, tools, and quality standards based on

our principles, and standardize lessons learned and best practices across projects.

Competencies

• Leadership and accountability: Takes full responsibility for the delivery organization

and its results.

• Sound judgment: Makes timely, well-reasoned decisions based on facts, priorities,

and risk.

• Logical thinking: Structures complex problems clearly and drives issues to root-

cause resolution.

• Communication: Communicates clearly and persuasively with customers,

executives, engineers, and partners.

• Drive and execution: Moves the organization forward and delivers results through

others.

• Documentation: Produces clear, accurate, and well-organized reports and

documents.

• Adaptability and learning agility: Flexibly adapts to and absorbs our culture and

ways of working, with genuine interest in Japan or our group.

• Kaizen mindset: Constantly questions the current way of working and looks for

improvements.

• The position supports LAN, WAN, OT, network security, and wireless project

delivery and may require work in customer or manufacturing environments based

on project needs.

Supervisory Responsibility

• This position has supervisory responsibilities, directly managing two Project

Delivery Leads and overseeing a delivery team of approximately 40 members.

Minimum qualification:

Required Education & Experience:

• Bachelor's degree in Information Technology, Computer Science, Engineering, or a

related field, or equivalent practical experience.

• 10+ years of progressive experience in IT infrastructure, network engineering,

technical project management, or IT service delivery, including 5+ years in network

project delivery.

• 5+ years of experience leading project management staff or technical delivery

teams, including 3+ years leading leads/managers and teams of 20 or more

members (direct or indirect).

• Working knowledge of network technologies sufficient to lead technical

coordination and customer communication, including routing and switching, WAN

technologies (MPLS, SD-WAN, VPN), LAN, wireless (Wi-Fi design and site surveys),

network security (firewalls, NAC, segmentation, IDMZ), monitoring, and high-

availability design.

• Solid project management knowledge and experience, including scope, schedule,

cost, risk, and change management, with demonstrated success managing multiple

concurrent projects or a project portfolio.

• Experience establishing capacity management, resource planning, or delivery

metrics (e.g., effort tracking, utilization, forecasting).

• Experience in a manager-level customer-facing role, including executive reporting,

escalation handling, and expectation management.

• Experience managing vendors or partner companies, or network integrators.
• Excellent communication, judgment, logical thinking, and documentation skills.
• Business-level proficiency in written and spoken English.
• Flexibility and openness to adapt to our culture and ways of working, and interest in

Japan or our group.

Preferred Qualifications

• Experience building or launching managed services, or transitioning project-based

work into a service offering (e.g., ITIL service design and transition).

• Experience with OT / industrial networks in manufacturing environments, such as

plant networks, IT/OT segmentation (Purdue model), ISA/IEC 62443, and industrial

protocols.

• Certifications such as PMP/PgMP, ITIL 4, CCNP/CCIE, or CISSP.
• Experience in the automotive or manufacturing industry, or with Japanese

companies.

• Knowledge of Lean, or Kaizen methods.
• Familiarity with delivery and reporting tools such as ServiceNow, Jira, Microsoft

Project, or Power BI.

Position Type/Expected Hours of Work:

• Onsite work environment
• Contract to Hire position
• Occasional travel to customer sites and facilities (20-40%)