Service Delivery Manager - Network Project Delivery

Location: Plano, TX Work Model: Onsite Employment Type: Contract-to-Hire Experience: 10+ years Travel: Occasional travel to customer sites and manufacturing facilities About The Role We are seeking an experienced Service Delivery Manager to lead enterprise network infrastructure project delivery across LAN, WAN, wireless, network security, and Operational Technology (OT) environments. This senior leadership position directly manages two Project Delivery Leads and oversees approximately 40 technical and project management professionals. You will be responsible for portfolio execution, customer relationships, financial performance, resource planning, and delivery quality while developing scalable network service offerings. Key Responsibilities Oversee multiple concurrent network infrastructure projects, ensuring delivery meets scope, schedule, budget, and quality requirements. Establish project governance, quality reviews, change controls, reporting standards, and risk management processes. Manage and mentor Project Delivery Leads; oversee workforce planning, capacity forecasting, resource allocation, and team performance. Serve as a primary customer contact, manage delivery commitments, resolve escalations, and present project and service updates to executive stakeholders. Provide technical delivery oversight across routing, switching, MPLS, SD-WAN, VPN, wireless, firewalls, NAC, network segmentation, and Industrial DMZ environments. Manage budgets, resource costs, financial forecasts, utilization, and billing inputs. Coordinate vendors and network integration partners, monitoring deliverables, acceptance criteria, and Quality, Cost, and Delivery (QCD) performance. Track performance indicators covering schedule adherence, cost, quality, resource utilization, and customer satisfaction. Ensure deployments meet customer technical standards, cybersecurity policies, change management procedures, and operational safety requirements. Develop standardized service models, service catalogs, operating procedures, and Service Level Agreements (SLAs). Drive Kaizen initiatives, root cause analysis, and lessons-learned reviews to improve delivery efficiency and reliability. Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field, or equivalent professional experience. 10+ years of progressive experience in IT infrastructure, network engineering, technical project management, or IT service delivery. 5+ years of experience in network project delivery. 5+ years of experience leading project management staff or technical delivery teams. 3+ years managing team leads or managers while overseeing teams of 20 or more members, directly or indirectly. Strong working knowledge of LAN/WAN, routing, switching, MPLS, SD-WAN, VPN, wireless design and site surveys, firewalls, NAC, network segmentation, Industrial DMZ, network monitoring, and high-availability architectures. Proven ability to manage complex project portfolios, including scope, schedules, budgets, resources, risks, and changes. Experience with capacity planning, utilization tracking, financial forecasting, and cost control. Demonstrated customer-facing leadership, executive communication, escalation management, and vendor management experience. Strong leadership, analytical, documentation, and problem-solving skills, with business-level written and spoken English. Ability to work across multicultural teams and adapt to Japanese business practices. Availability to work onsite in Plano, TX, and travel occasionally as required. Preferred Qualifications Experience building or managing IT managed services or network service delivery offerings. Experience transitioning project-based operations into standardized service models. Familiarity with ITIL Service Design, Service Transition, IT Service Management, and SLAs. OT or industrial networking experience within manufacturing or automotive environments. Knowledge of IT/OT segmentation, the Purdue Model, ISA/IEC 62443, and industrial networking protocols. Experience working with Japanese organizations or global teams. Knowledge of Lean and Kaizen methodologies. Familiarity with ServiceNow, Jira, Microsoft Project, or Power BI. Relevant certifications such as PMP, PgMP, ITIL 4, CCNP, CCIE, or CISSP. UpSela Talent Solutions Inc. is an Equal Opportunity Employer. We welcome qualified applicants from all backgrounds. #J-18808-Ljbffr Appathon, LLC