Global Service Delivery Manager

We envision an enterprise network that inherently defends against cyber threats, eliminates lateral attack vectors like ransomware, and operates free of complexity. Our goal is to deliver Campus Network-as-a-Service (NaaS) that makes network operations virtually invisible to our customers by pushing the boundaries of autonomy. Imagine a network that continuously monitors, optimizes, and upgrades itself—all without the need for human intervention. Our audacious journey began in 2018 when we brought together a team of industry veterans and visionaries in networking, cybersecurity, cloud software, and AI to disrupt a $100 billion enterprise networking market, starting with the wired and wireless LAN. Today, our Nile Access Service is redefining connectivity as a service for organizations worldwide, from cutting-edge technology companies to leading healthcare and financial institutions, and beyond.

Where do we go from here?  Well, that’s where you come in. We are expanding in all areas, bringing in some of the brightest talent to further shape Nile’s future, prepare for growth, and tackle tough tasks to ensure our momentum never slows.

Role Description

Nile is seeking a highly skilled Global Service Delivery Manager to join our team in a full-time, remote capacity. In this role, you will be responsible for overseeing the delivery of Nile's cutting-edge networking services across a global customer base. You will ensure exceptional service delivery by managing end-to-end service execution of a complex network implementation, installation and migration. Your mission will be to ensure customer satisfaction, drive continuous improvement, and uphold Nile's commitment to delivering reliable, high-performance network services.

Key Responsibilities:

• Service Delivery Management: Oversee the global delivery of Nile's network services, ensuring seamless operations and adherence to SLAs.
• Customer Satisfaction: Serve as the primary point of contact for customers, addressing their needs, resolving issues, and ensuring a superior customer experience.
• Service Management: Implement and manage ITIL-based service management processes tailored to networking and AI-driven architectures.
• Performance Optimization: Leverage AI-driven insights to continuously monitor and optimize network performance, proactively addressing potential issues.
• Security and Compliance: Ensure all service delivery processes align with zero trust security principles and industry compliance standards.
• Client Relationship Management: Build and maintain strong relationships with clients, understanding their unique networking requirements and delivering tailored solutions.
• Leadership and Coordination: Lead and coordinate the delivery of Nile service components, orchestrating efforts among various stakeholders, including customer IT teams, deployment partners, and internal teams. Ensure all parties are aligned and working collaboratively to meet project goals and deliver exceptional service outcomes.
• Continuous Improvement: Identify opportunities for process improvements and implement strategies to enhance service delivery efficiency and effectiveness.

Qualifications:

• Experience: Proven experience in service delivery management within the networking or IT services industry, with a focus on global scale operations.
• Networking Knowledge: Strong understanding of enterprise networking, zero trust security, and AI-driven network management.
• IT Service Management: Proficient in ITIL framework and best practices, with the ability to tailor processes to a networking-focused environment.
• Customer-Focused: Demonstrated success in managing customer satisfaction and service excellence in a high-tech environment.
• Leadership Skills: Strong leadership abilities with experience in coordinating and orchestrating complex service delivery projects involving multiple stakeholders. Ability to guide cross-functional teams, including customer IT departments and deployment partners, to ensure seamless and successful delivery.
• Communication Skills: Excellent communication and interpersonal skills, with the ability to articulate complex networking concepts to both technical and non-technical stakeholders.
• Education: Bachelor's degree in IT, Computer Science, Networking, Business, or a related field.
• Join Nile and play a critical role in shaping the future of enterprise networking by ensuring the delivery of secure, reliable, and innovative network services to our global customers.