Customer Support & Relationship Management

• Act as the regional escalation point for network-related customer issues, ensuring timely resolution and effective communication.
• Build and maintain strong customer relationships, understanding business needs and aligning network services with customer objectives.
• Lead regular service review meetings to assess performance, address concerns, and identify improvement opportunities.

Process Improvement

• Drive continuous improvement initiatives to enhance service quality, operational efficiency, and team productivity.

• Develop, maintain, and govern network operations and support SOPs, ensuring consistency and compliance.
• Apply industry best practices, frameworks (e.g., ITIL), and emerging technologies to optimize service delivery.

Monitoring & Reporting

• Produce and present KPI reports to management and customers, providing actionable insights on network performance.

• Oversee monitoring activities to ensure issues are proactively identified and resolved in line with SLAs.
• Analyze network trends and incident data to support strategic service improvement initiatives.

Compliance & Security

• Ensure compliance with industry regulations, standards, and data protection requirements, maintaining audit readiness.
• Collaborate with cybersecurity teams to strengthen network security controls and protect customer data and infrastructure.
• Monitor compliance and security risks, advising stakeholders on potential impacts and recommending mitigation actions aligned with organizational risk tolerance.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, Business, or a related field.

• Minimum of [ 5 ] years of experience in IT service management, network operations, or service delivery

• Demonstrated experience managing service delivery in a multi-customer, multi-vendor, or enterprise environment.

• Working knowledge of network infrastructure sufficient to understand operational impacts and communicate effectively with technical teams and customers.

• Awareness of cybersecurity principles, data protection regulations, and compliance frameworks relevant to network services.

• Strong expertise in IT Service Management industry-leading practices (ITIL v4), including incident, problem, change, and service level management.

• Proven experience defining and managing service level agreements (SLAs), operational level agreements (OLAs), and key performance indicators (KPIs).

• Track record of driving continuous service improvement (CSI) through data analysis, customer feedback, and process optimization.

• Experience developing service performance dashboards and executive-level reports that inform decision-making.

• Experience managing executive-level customer relationships, conducting service reviews, and translating technical performance into business value.

• Proficiency in requirements gathering, project management, and documentation within a service delivery context.

• Demonstrated success delivering projects and tasks on-time and as promised.

• Excellent interpersonal and communication skills, with a strong focus on customer service and stakeholder engagement.

• Ability to manage multiple priorities and perform effectively under pressure in a fast-paced environment.

• Strong analytical and problem-solving skills, with a data-driven approach to decision-making.

• Relevant certifications such as ITIL v4 (Foundation or higher), PMP, or Certified Service Manager (CSM) are highly desirable; technical networking certifications (e.g., CCNA , CISSP ) are a plus but not required.