Service Delivery Manager Network Infrastructure (Alpharetta)

Microland is the world's leading AI-first, platform-driven technology infrastructure services company. We're a 36-year-old organization serving clients in over 100 locations globally.

Microlands driving ambition is to provide our clients with innovation, the best technologies, and strategies for adopting the next generation of digital infrastructure. We lead with our platforms under the umbrella of Intelligeni. Large enterprises rely on Microland to manage and transform their mission-critical infrastructure. 55% of our revenue comes from the North America region, 35% from EMEA, and 10% from APAC.

Visit www.microland.com for more details.

Role : Service Delivery Manager Network Infrastructure

3 days work from Office

Office Location : 2300 Lakeview Parkway, Alpharetta, GA - 30009

Job Description

Role Summary :

The SDM Network Infrastructure is responsible for end-to-end delivery management of large-scale network infrastructure programs, encompassing service operations, financial governance, and client relationship management. This role ensures operational excellence, contractual compliance, and strategic alignment with customer business objectives.

Key Responsibilities :

Client Engagement & Program Management :

Regularly connect with client stakeholders to review service performance and drive agreed outcomes to internal visibility and client closure.

Lead the planning, execution, and governance of complex network infrastructure programs (LAN / WAN, SD-WAN, Wireless, Data Center, Cloud Connectivity, etc.).

Oversee multi-tower service delivery (Network Operations, Service Desk, Field Support, etc.) to meet SLAs and KPIs.

Drive transformation and continuous improvement initiatives across service operations.

Coordinate cross-functional teams, vendors, and service partners to ensure seamless execution.

Act as the primary point of contact for client executives and stakeholders.

Lead service review meetings, QBRs, and executive reporting sessions.

Translate client business objectives into actionable technology and service delivery goals.

Ensure transparent communication, trust, and long-term partnership with clients.

Escalation Handling :

Lead the resolution of client escalations with speed, transparency, and accountability.

Coordinate with internal teams to investigate root causes and implement corrective actions.

Communicate effectively with clients during high-impact incidents, ensuring timely updates and resolution.

Service Performance & Operations :

Govern incident, problem, and change management in line with ITIL v4 principles.

Drive operational excellence through proactive monitoring, root cause analysis, and service automation.

Define and track operational KPIs availability, performance, MTTR, customer satisfaction, etc.

Support operational readiness for new services, transitions, and migrations.

Governance & Reporting :

Conduct regular service reviews with clients, presenting performance metrics, risks, and improvement plans.

Prepare executive-level reports and dashboards for internal and client stakeholders.

Program Financials :

Own program P&L, ensuring cost control, margin improvement, and forecast accuracy.

Develop and track budgets, financial models, and billing / revenue schedules.

Monitor resource utilization and optimize financial performance across service lines.

Support contract renewals, change orders, and commercial negotiations.

Leadership & Team Development :

Lead and mentor project and service delivery teams, fostering accountability and ownership.

Promote a culture of collaboration, agility, and customer centricity.

Partner with internal leadership to align on delivery priorities and strategic initiatives.

Skills & Qualifications :

Bachelors degree in engineering, Computer Science, or related field (Masters preferred).

10+ years of experience in IT infrastructure delivery or program management, with strong exposure to network technologies.

Proven experience in client-facing roles within IT service delivery or managed services.

Strong escalation management and conflict resolution skills.

Excellent communication, stakeholder management, and leadership capabilities.

Familiarity with ITIL framework; certifications like ITIL, PMP, or Six Sigma are a plus.

Knowledge of Network and Compute technologies will be an added advantage.

Bachelors degree in IT, Business, or related field.

(EEO) Microland is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.