Service Delivery Manager - Network Project Delivery

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: 
Description / 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%)