Service Delivery Manager, Network WAN

Ambu Sdn. Bhd.; Bayan Lepas; On-site; MYR 200,000 - 250,000; Full time

Job summary

A leading company in healthcare technology seeks a Service Delivery Manager in Penang. The successful candidate will be responsible for overseeing service delivery, maintaining customer relations, and ensuring high standards in service management. This role demands strong networking skills and experience to fulfill complex demands and improve overall service level.

Qualifications

• Minimum 5 to 7 years in network-related areas.
• Proficient in network protocols like BGP, OSPF, EIGRP.
• Certifications such as CCNA, CCNP, CCIE are advantageous.

Responsibilities

• Accountable for service delivery and customer contact.
• Create and maintain service descriptions and management processes.
• Participates in negotiating SLAs and OLAs.

Skills

Network engineering

Cloud networking

Problem solving

Communication

Planning

Education

Bachelor's Degree in Computer Science

Tools

Network monitoring tools

Job description

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The Service Delivery Manager(SDM) is accountable for the delivery of a service and acts as the key customer contact for all service related queries and issues. The SDM need a detailed understanding of the end to end service and all the components that make up the service. The SDM interacts with appropriate process & data owners; serve as the escalation point; understand and develop the capabilities to deliver the service, make improvements to the service and ensure the ongoing service delivery meets the agreed requirements of their customers.

The SDM is the contact, to our outsourcing provider for infrastructure, on network related topic.

This position is a Global position and individual contributor.

Areas of responsibility :

Accountable for and acts as lead for the service and understands the complete service tree.

Create and maintain service descriptions incl standard service requests, roadmaps, processes and provide input to overall infrastructure roadmap and strategy.

Overall health of the service including monitoring, compliance, availability & capacity.

Ensure yearly service review meetings with stakeholders.

License management for own services.

Ensures that any changes to the service are prioritized and follows the current change management process.

Participates in negotiating Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) for the service.

Represents the service across the organization.

Sets the strategic direction of the service and proactively ensures service improvements.

Work in close collaboration with other SDM’s, architects, and the Outsourcing provider.

Serves as the point of escalation (notification) and participation in major Incident meetings related to the service.

The SDM role for network is split into 2 positions one is more dedicated to LAN services and one is more Dedicated to WAN services, but both is interlinked and is working with the same goal.

This position is focused on the WAN as the primary, and LAN as the secondary.

General Technical skills required to fulfil role:

Minimum Bachelor's Degree in Computer Science, information systems, network engineering or a related field & discipline.

Minimum 5 to 7 years of experience in network related areas, with specific proficiency in network related protocols and standards.

Strong understanding of enterprise networking (LAN/WAN , SASE , Wireless SDWAN, VPN).

Familiar with network protocol and routing (BGP,OSPF,EIGRP)

Understanding of Cloud network (Azure , AWS ) and hybrid infrastructure.

Understanding of network security protocols and technologies eg. Firewall, IPS/IDS, Zero Trust.

Understanding and experience in QoS and Bandwidth management.

Familiar with OT Environment e.g. Scada , PLC, BMS.

Fair knowledge on core infrastructure services e.g. DHCP, DNS , IPAM.

Understanding of Cisco ISE architecture and policy e.g. RADIUS , TACACS , Dot1X.

Certifications in networking technologies such as CCNA, CCNP, CCIE or CCIP will be an added advantage.

General Capabilities:

Strong oral and written communication skills in English.

Planning / Co-coordinating abilities.

Proactive and problem-solving mind-set.

Flexibility.

Energy and drive.

Experience and understanding of business requirements and the process of translating them into well-engineered and integrated technical solutions.

Cross-culture communication: Collaboration with colleagues from diverse culture backgrounds, ensuring effective communication and understanding.

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About Ambu

Since 1937, breakthrough ideas have driven our work to bring efficient healthcare solutions to life within our fields of excellence: Anaesthesia, Patient Monitoring & Diagnostics and Emergency Care. Millions of patients and healthcare professionals worldwide depend and rely on the functionality and performance of our products.

We are dedicated to improving patient safety and determined to advance single-use devices.

The manifestations of our efforts range from early inventions like the Ambu Bag resuscitator and the legendary BlueSensor electrodes to our latest landmark solutions such as the aScope endoscope – the world’s first single-use flexible video scope. Our commitment to bringing new ideas and superior service to our customers has made Ambu one of the most recognised medico-technical companies in the world.

Our head office is situated near Copenhagen in Denmark. Ambu employs approximately 4,200 people in Europe, North America, and the Asia Pacific.

For more information, please visit www.ambu.com.

About Ambu

Since 1937, breakthrough ideas have driven our work to bring efficient healthcare solutions to life within our fields of excellence: Anaesthesia, Patient Monitoring & Diagnostics and Emergency Care. Millions of patients and healthcare professionals worldwide depend and rely on the functionality and performance of our products.

We are dedicated to improving patient safety and determined to advance single-use devices.

The manifestations of our efforts range from early inventions like the Ambu Bag resuscitator and the legendary BlueSensor electrodes to our latest landmark solutions such as the aScope endoscope – the world’s first single-use flexible video scope. Our commitment to bringing new ideas and superior service to our customers has made Ambu one of the most recognised medico-technical companies in the world.

Our head office is situated near Copenhagen in Denmark. Ambu employs approximately 4,200 people in Europe, North America, and the Asia Pacific.

For more information, please visit www.ambu.com.

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