IT Network Service Delivery Manager 

About IWG

We’re changing the world of work. We believe that business success is underpinned by the effectiveness of its people. So we made it our mission to help millions of people have a great day at work – every day. With locations in practically every country, city, town and transport hub, and options ranging from an hour’s coworking to multi-year office space leases, we enable people and businesses to work where, when and how they want

Technology in IWG

We’re focused on delivering seamless digital propositions which allow customers to instantly manage their requirements and position IWG as the “Digital First” workspace provider. As early adopters of the latest technologies - whether it be Artificial Intelligence, Office IoT, Data or Cloud Solutions - we create business value and are constantly striving to find new and improved ways to help our customers. Which is why we’re always on the look-out for intelligent, energetic, self-motivated, and curious individuals. We want to bring about a global workspace revolution and want you to help.

https://www.iwgplc.com/

The role

Are you a strategic thinker on global corporate network services? How do you scale to thousands of centers distributed around the globe in more than 120 countries? From the networks that connects our +3200 offices and datacenters, to our wired and Wi-Fi networks in offices around the globe, there is always space to improve the IT status quo.

IWG is looking to increase its IT Global Network team and is searching for a technologist business-oriented Network Service Manager that is looking for a new challenge and ready to take the opportunity to improve IWG IT Networking Services.

A Network Service Manager’s responsibilities include managing all aspects of network operations, management of connectivity, network performance, network and system troubleshooting, escalation processes and procedures, participating in change management and root cause analysis, interconnecting with HW equipment vendors, engineering teams, field operations and network service providers.

What you’ll need to succeed

Do you have an interest in networks and you seek working in high demanding environments in which you can make a difference? Are you a curious and forward-thinking person looking to grow in your professional career?

We are seeking someone who combines a track record in defining and managing corporate networking service frameworks, with the technical expertise in the connectivity domain. You will be taking a leading role in the development and maintenance of IWG networking services across the world.

To be successful in this position you should have great analytical and problem-thinking-solving skills. You should have a strong customer service orientation as well as strong technical skills, being target-oriented. You should have experience working in a global team-oriented, collaborative international environment, and deliver your objectives within expected timelines. You will also have to be able to work independently as a part of a larger team in an international organization.

Responsibilities:

• Reporting to the Head of Global Networks, the Network Service Delivery Manager role has overall accountability for ensuring services are delivered in accordance with agreed business requirements, and managing the service lifecycle
• Follow-up with service providers the delivery of contracted services, compliance with SLA's, KPIs, IT processes and Service Improvements plans.
• Follow-up of ongoing Major Incidents and making sure best practices are applied.
• Accountable for resolving network escalations identifying the root caused that drove the escalation process to be triggered and identifying action plans to avoid them in the future.
• Provide support on technical incidents to ensure prompt, reliable and appropriate resolutions are implemented.
• Gain deep analytic understanding of the network incidents/requests/changes (volumes, repetitive ones, main pain points), focusing in the deployment of improvement plans to reduce the amount of tickets opened.
• Manage the 3rd party technical relationships for IT Operations.
• Work closely with our service providers for the upcoming projects enabling IWG to grow and provide better service to the business and partners.
• Proactively manage spend on networking services globally, determining ways to reduce costs without sacrificing customer satisfaction.

Qualifications/Experience:

• BSc (Engineering, Computer Science or related) required, MSc or above preferred
• +3 years of IT Network Service Management experience
• Strong networking/security technical skills – experience managing large scale networks including WAN/LAN/Security devices and services globally.
• Track record of managing global IT Operational environment to ensure stability, efficient and optimum performance.
• Strong ITIL knowledge, process management and implementation experience
• Strong SLA management and prioritization focus
• Pragmatic, common sense attitude and strong attention to detail are required.
• Has worked in a high-growth, fast-paced and environment and can deliver results to demanding time scales in an ambiguous environment.
• Excellent English verbal and written communication skills.
• Hands-on, involved management approach with a relentless attention to detail while simultaneously capable of seeing the bigger picture.
• Low ego, high on delivery. Must be prepared to ‘get hands dirty’ and be actively Involved / personally contribute