Line of Service
Advisory
Industry/Sector
Not Applicable
Specialism
IFS - Information Technology (IT)
Management Level
Manager
Job Description & Summary

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

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