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%)
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