Network Service Delivery Manager

HEITSA; South Africa; On-site; ZAR 1,200,000 - 1,800,000; Full time

Job summary

HEITSA is seeking a Network Service Delivery Manager responsible for delivering network services and managing the associated processes and systems. The role oversees development, planning, architecture, service levels, availability, and supplier contracts, while fostering relationships with TENET, beneficiary institutions, and service providers.

The position requires coordinating with the Engineering Team and Service Support Manager to ensure the network services meet the needs of HEITSA’s

Qualifications

• Ten years in a service delivery or engineering role.
• At least three years’ operational responsibility in a network service development oversight role or a senior engineering role.
• At least five years’ experience in a service level management or engineering role.
• Experience in project boards, steering committees, etc.
• At least two years’ experience in managing suppliers.
• Knowledge of at least one widely accepted service management framework.
• Understanding of university and research networks.

Responsibilities

• Oversee network service development, planning, architecture, service levels, availability, capacity and supplier contracts.
• Manage relationships among TENET, its beneficiary community, and service providers.
• Collaborate with Engineering Team and Service Support Manager to ensure services meet beneficiary needs.
• Monitor SLAs and KPIs and implement improvement plans for underperformance.
• Lead budget management, cost recoveries and quarterly reporting.
• Attend meetings with institutions to interpret connectivity requirements.

Skills

Stakeholder management

Negotiation

Communication skills

Analytical thinking

Leadership

Tools

Contract management tools

Network monitoring tools

Job description

The Network Service Delivery Manager reports to the Chief Network Operations Officer and is responsible for the successful delivery of network services, including the processes and systems that support these services. The role involves overseeing network service development, planning, architecture, service levels, availability, capacity, and supplier contracts, as well as managing relationships among TENET, its beneficiary community, and service providers. The Network Service Delivery Manager works closely with the Engineering Team and the Service Support Manager to ensure that network services delivered to TENET’s beneficiary community are suited to the needs of a National Research and Education Network.

Job Functions

Network Service Development (Innovation, Research and Creativity)

• Obtain feedback from the community regarding new services and collaborate with the teams within TENET for viability.
• Leverage the existing NREN to develop new services that will add value or will enhance our beneficiaries’ institutions’ use of the network.
• Keep abreast of developments in the Global NREN space to identify new or changing service requirements.

Network Planning and Architecture

Network Capacity Planning (Forward Looking)

• Ensure that the network infrastructure can support increased demand and any new sites to be deployed and/or network services to be developed.
• Strategise with the network engineering team(s) to be abreast of plans for future expansion.
• Summarise and report on capacity planning initiatives for management.

Network Design

• The end-to-end design can be split into new builds, as will include adds, moves, and changes to existing builds.
• Identify the business and technical requirements for the design, such as improving user experience, cutting costs, improving business continuity, supporting new sites, amongst others, along with bandwidth, security, service levels, etc.
• Understand the current state of the network and collaborate with the engineering team before any design recommendations.
• Design and document the physical and logical aspects of the network, adhering to agreed-upon standards.
• Ensure that the physical and logical designs are incorporated into the network project design phase.
• Attend meetings with institutions and project resources to correctly interpret requirements for network connectivity to ensure all details are considered. (Business Impact Analysis)

Availability and Problem Management

• Ensure architecture resilience and the proactive management of issues for the global and national network.
• Implement a system that will track the performance and availability of the network with the appropriate monitoring role.
• Investigate incident root cause analysis, practice continuous improvement, and put measures in place to prevent reoccurrence.
• Develop and manage constructive and transparent relationships with suppliers focusing on operational efficiency, consistency, and quality.
• Ensure the contract is successfully executed – including all special conditions relating to the performance of the contract.
• Monitor SLAs and KPIs on the contract and implement improvement plans in the event of underperformance.
• Maximize value for money from suppliers and contracts. Leverage supplier expertise in pursuit of cost reduction and efficiency gains.
• Formalise the adoption of a contract management system.

Service Delivery Meetings with Beneficiary Institutions

• Regular regional meetings focusing on specific groups within the institution.
• Conduct business impact analysis sessions with institutions and provide feedback within TENET.
• Inform institutions about services and products that TENET has to offer.

Project Resource and Budget Management

• Effective management of project resources reporting to the Network Service Delivery Manager.
• Regular feedback sessions with beneficiary institutions regarding project progress.
• Accurate costing of bill of materials for physical and logical aspects of the network design, whilst overseeing the quote compilation process.
• Ensure timely cost recoveries including bills related to projects (including suppliers contracts/self-connects) and monthly recurring services and once-off builds. Report to management on this.
• Regular auditing and reporting of technical and administrative processes for quotes relating to adds, moves, and changes, including monthly billing changes.
• Formulate a budget model that is aligned to the scale of our infrastructure. This budget will include a maintenance budget as well as technology refresh (capital replacement budget).
• Regular review of supplier invoices against services rendered with a view to correcting any anomalies timeously.

Job Requirements

Education / Qualifications / Experience

• Ten (10) years’ relevant experience in a service delivery or engineering role.
• At least three (3) years’ operational responsibility in a network service development oversight role or in a senior engineering role.
• At least five (5) years’ experience in a service level management or engineering role.
• Participation in project boards, steering committees, and the like.
• At least two (2) years’ experience in managing suppliers.
• Sound understanding of at least one (1) widely accepted service management framework.
• Good conceptual knowledge of the operation of university and research networks.
• The Network Service Delivery Manager should display the following personal characteristics:
• Calm and polite demeanour under all circumstances
• Strong commitment to delivering excellent services
• An orderly approach to the organisation and prioritisation of work
• An ability to negotiate and to work with diverse groups, whose requirements may not be easy to align