Service Delivery Manager - Network Project Delivery

TrueNet Communications; Plano (TX); On-site; USD 120,000 - 160,000; Full time

Job summary

TrueNet Communications is seeking a Service Delivery Manager to lead a network project delivery organization supporting LAN, WAN, OT, network security, and wireless projects. You will oversee two Project Delivery Leads and a ~40-person team, driving governance, resource planning, and QCD across the portfolio.

The role emphasizes customer relationships, reporting, and continuous improvement through Kaizen, with responsibility for budgeting, risk, and compliance in manufacturing/OT environments.

Qualifications

• Bachelor's degree in IT, CS, Eng or related field or equivalent experience.
• 10+ years in IT infra, network engineering, PM, or IT service delivery, including 5+ years in network project delivery.
• 5+ years leading project management staff or delivery teams, including 3+ years leading managers and 20+ members.

Responsibilities

• Lead and coordinate network project delivery across LAN, WAN, OT, security, and wireless.
• Establish governance, processes, stage gates, quality reviews, change control, and reporting cadence.
• Plan resources for ~40-member team; balance workload and priorities across projects.
• Provide regular customer reporting (weekly status, monthly reports, reviews) and manage escalations.
• Hire, develop, and mentor Project Delivery Leads and delivery team.

Skills

Network leadership

Program management

Stakeholder comms

Vendor management

English proficiency

Education

Bachelor's degree

ITIL/PMP

Tools

ServiceNow

Jira

Power BI

Job description

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

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%)