Service Delivery Manager

Service Delivery Manager

About the Role

A Cisco Gold Partner is looking for a Service Delivery Manager in Hamburg to lead a team of six network engineers. You will support a global enterprise client with a complex, multi-site network estate. The role combines hands-on technical leadership with ownership of service delivery. You are accountable for the quality of the service, the performance of the team and the relationship with the client’s stakeholders.

Key Responsibilities

Team leadership

• Lead, coach and develop a team of six network engineers, including objectives, performance reviews and development plans
• Manage rota, shift cover, workload allocation and onboarding of new joiners
• Build a culture of ownership, documentation and continuous improvement

Technical oversight

• Oversee escalation point (L3) for LAN, WAN, wireless and data centre networking issues
• Oversee design, change and implementation work across Cisco-based enterprise networks
• Review technical proposals and change requests, and make sure standards and best practice are followed
• Drive root cause analysis on major incidents and make sure fixes are implemented

Service delivery

• Own day-to-day delivery against agreed SLAs, KPIs and contractual obligations
• Manage incident, problem, change and capacity processes in line with ITIL
• Produce regular service reports and lead service review meetings with the client
• Manage escalations calmly and keep stakeholders informed during major incidents
• Identify risks, service gaps and improvement opportunities, and act on them with senior management
• Work with vendors, including Cisco, and third-party suppliers to resolve issues and manage support cases

Essential Skills and Experience

• Proven experience leading or supervising a network engineering team in an enterprise or managed service environment
• Strong hands-on knowledge of Cisco networking (routing, switching, WAN, enterprise wireless)
• Solid understanding of network design, troubleshooting and operational support at scale
• Experience owning service delivery, including SLAs, KPIs and service reporting
• Working knowledge of ITIL and incident, problem and change management
• Confident communicator who is comfortable with senior client stakeholders
• Fluent English, written and spoken

Contract Details:

Length: 3 year programme

Location: Hamburg (hybrid)

Rate: Depending on experience

Language: German & English