Lead Service Delivery Manager

Job Description

We are Systal: a global managed network, cloud and security transformation specialist. We provide complex and strategic technology services for enterprise businesses, managing 200,000+ assets across 93 countries. These services help our customers achieve strategic technology transformation and maximise the business value, security and innovative potential of their IT infrastructure. Due to expansion, we currently have a need for a Lead Service Delivery Manager to join our growing team. You will be responsible for overseeing the end-to-end delivery of network services to clients, ensuring operational excellence, customer satisfaction, and continuous service improvement. What will you be doing? Primary contact point for your customer and team, building strong relationships and ensuring customer satisfaction. Ensure the delivery of network managed services meets or exceeds Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). Oversee incident, problem, and change management processes, ensuring adherence to ITIL best practices. Act as the escalation point for major incidents and service-related issues, coordinating resolution efforts and communication. Act as liaison between technical teams, operations and customer, managing client expectations. Lead service reviews with clients, providing reports and insights on service performance, risks, and improvement initiatives. Work closely with Network Operations Center (NOC) and wider engineering teams to maintain high availability and performance of network services. Who are we looking for? Strong background in network service management, covering LAN, WAN, SD-WAN, MPLS, VPNs, and cloud-based networking solutions. Experience with ITIL service management framework (ITIL v3/v4 certification preferred). Familiarity with network monitoring tools (e.g., SolarWinds, Cisco DNA Center, or similar). Understanding of network security principles and compliance standards. Proven experience in managing network managed services, preferably in an outsourced or managed service provider (MSP) environment. Excellent stakeholder management and communication skills, with the ability to engage at C-level. Strong problem-solving and decision-making abilities, particularly in high-pressure environments. Why come and work with us at Systal? Competitive salary and benefits package. Unrivalled training and development, ensuring you stay at the top of your field. We want you to be the best in your chosen field and continuously support training. Fantastic working environment – our state-of-the-art offices and established remote teams create a positive environment to work in both in person and virtually. Systal’s core is its people. Our culture and success is founded upon having the best performing people in a high performing culture to deliver the best-in-class customer experience. Our mission is to be the world’s most trusted technology services partner – inspiring, empowering and enabling the innovation and transformation of today and tomorrow. And we want you to join us! Seniority level Mid-Senior level Employment type Full-time Job function Information Technology Industries IT Services and IT Consulting #J-18808-Ljbffr