Service Delivery Manager: Private Networks

SUMMARY:
The Service Delivery Manager: Private Networks is accountable for the quality and continuity of service delivery across the full Private Networks customer lifecycle, from final design sign-off through project handover, post-project acceptance, and ongoing operational management. The role is the central point of coordination between Solutions Architects, NPO teams, Operations, Project Managers and the customer, ensuring that every Private Networks solution is technically sound, operationally supportable, and continuously optimized once live.

POSITION INFO:
Key responsibilities Solution design and sign-off: Conduct end-to-end solution design review together with the Solutions Architect and the customer. Secure solution sign-off with NPO teams as the final design review gate. Secure solution sign-off with the Operations team, covering capability, resourcing and spares readiness review. Handover and project support : Hand over the signed-off solution to the Project Manager as a consolidated High-Level Design (HLD). Support the Project Manager through NPO and customer engagement during the delivery phase. Post-project acceptance and operational transition: Lead post-project acceptance with Operations and the customer, concluding the Low-Level Design (LLD). Chair\/review monthly reporting between Operations and the customer. Engage Operations on SLA failures and drive resolution and corrective action. Network optimization and ongoing customer engagement: Own overall Private Networks network optimization, consolidation and scaling across all Private Networks customers, supported by NPO and Solutions Architects. Maintain ongoing customer engagement on Managed Services performance, and on network moves or enhancement works. Key relationships: Solutions architects : Joint solution design review; optimization and scaling support. Customer : Design review, post-project acceptance, monthly reporting, ongoing engagement. NPO teams : Final design sign-off; delivery-phase support; optimization support. Operations team: Capability\/resource\/spares sign-off; post-project acceptance; SLA failure engagement; monthly reporting. Project Managers (PM): Consolidated HLD handover; ongoing delivery support. Managed services head : Direct line manager. Minimum requirements: Bachelor's degree (or equivalent NQF-aligned qualification) in Engineering, Telecommunications, Information Technology, or a combination of these disciplines Demonstrated technical experience in service delivery management for Private Networks, spanning solution design review, project delivery support, and post-implementation operational management. Minimum of relevant experience, 5+ years in telecommunications service delivery, with direct exposure to Private Networks \/ enterprise connectivity. Additional requirements Working knowledge of Private Networks \/ 5G architecture, and RAN, Core and Transport network fundamentals. Familiarity with High-Level Design (HLD) and Low-Level Design (LLD) documentation and sign-off processes. Understanding of service management frameworks (e.g., ITIL) covering incident, problem and change management. Experience managing SLA performance, reporting and corrective action in conjunction with Operations and customers. Strong stakeholder management and communication skills, able to engage both technical teams (Solutions Architects, NPO, Operations) and business\/customer stakeholders at varying levels of seniority. Project coordination experience, able to support Project Managers through delivery and customer engagement. Relevant certifications advantageous: PMP \/ PRINCE2, ITIL Foundation, or vendor-specific Private Networks \/ 5G certifications. Valid driver's license and willingness to travel to customer and operational sites, where required. Strong analytical and problem-solving skills, with the ability to manage multiple concurrent customer engagements. Core competencies: Technical and functional: Strong knowledge of Private Networks, telecommunications, 5G architecture, and RAN, Core, and Transport network fundamentals. Ability to review solution designs and understand High-Level Design (HLD) and Low-Level Design (LLD) documentation. Strong understanding of service delivery management, SLA performance, incident management, and corrective action processes. Knowledge of network optimisation, capacity planning, scalability, and operational readiness. Ability to manage service performance reporting, identify risks, and drive continuous improvement. Understanding of project handover, post-implementation acceptance, and operational transition processes. Proficiency in service management tools, Microsoft Office, and performance reporting. Knowledge of ITIL or other service management frameworks would be advantageous. Behavioural and interpersonal: Excellent communication, customer relationship management, and stakeholder engagement skills. Strong leadership, coordination, and collaboration skills across technical and operational teams. Strong analytical, problem-solving, and decision-making abilities. Excellent organisational, planning, and prioritisation skills, with the ability to manage multiple customer engagements. High levels of accountability, professionalism, and ownership of service delivery outcomes. Ability to manage customer expectations, resolve service delivery challenges, and address escalations effectively. Proactive approach to identifying risks, improving service performance, and driving continuous improvement. Ability to work under pressure, adapt to changing priorities, and meet deadlines. Strong relationship-building skills, with the ability to engage confidently with technical teams, management, and customers.