Senior Managed Network Services Lead

T-Systems International; Houston (TX); On-site; USD 120,000 - 180,000; Full time

Job summary

T-Systems International in the United States seeks a Senior Service Delivery Manager to own end-to-end delivery of Managed Network Services for the US retail network. You will act as the primary service management interface between client and delivery teams, ensuring SLA/KPI compliance and strong governance.

Responsibilities include leading incident, problem, change and service performance management, coordinating across NOC, Service Desk, field teams and suppliers, and driving continual service

Qualifications

• ITIL-based service management experience across large, multi-vendor environments.
• Proven ability to manage SLAs, KPIs and continuous service improvement.
• Strong customer relationship management and stakeholder engagement skills.
• Experience coordinating service delivery across NOC, Service Desk, engineering and suppliers.

Responsibilities

• End-to-End Service Delivery Management for managed networks.
• Act as primary customer-facing service management contact and escalation point.
• Coordinate delivery across internal teams and external partners to meet contractual obligations.
• Lead incident, problem, change, and service performance governance and reporting.

Skills

ITIL-based service management

SLA & KPI management

Customer relationship management

Cross-functional coordination

Executive-level communication

Education

Bachelor's degree in IT / CS / Telecommunications / Business

Tools

ServiceNow

Cisco Meraki

Grafana

LogicMonitor

Job description

T-Systems International in the United States seeks a Senior Service Delivery Manager to own end-to-end delivery of Managed Network Services for the US retail network. You will act as the primary service management interface between client and delivery teams, ensuring SLA/KPI compliance and strong governance.

Responsibilities include leading incident, problem, change and service performance management, coordinating across NOC, Service Desk, field teams and suppliers, and driving continual service