Service Delivery Manager - Network- H/F/X

The Service Delivery Manager - Networks is responsible for overseeing Service Delivery of network systems and services for the organization. They ensure that the network infrastructure is secure, reliable and efficient. They manage the support model end to end and work with other IT departments and external vendors.

Responsibilities

• Performs service reviews in line with SDM deliverables providing reporting on areas such as incidents and SLAs on a weekly basis.
• Contribute to operation reviews of IT Service covering customer satisfaction, SLA performance, and operational metrics.
• Produce regular and accurate service mgmt. reports and dashboards for the team.
• Oversees diverse and complex customer support issues.
• Acts as a SPOC responsible for the quality of services delivered to the client.
• Works effectively with other cross functional teams.
• Lead and deep dive onto technical trouble shooting calls and resolve issues within SLA's.
• Identify and incorporate future service mgmt. needs into a well-considered roadmap across the network organization.
• Thinks creatively and practically to develop, execute and implement new plans or programs. Generates and provides accurate, timely results in the form of reports, presentations etc.

Service Delivery Manager - Networks

• Bachelor's degree in computer science or a related field, or equivalent work experience.
• At least 10 years of experience in network administration, engineering - preferably in a similar industry.
• Strong knowledge in the area of Remote access solutions for internal users (SSL VPN), Site to Site VPN Connectivity (IPSEC), MPLS connectivity.
• Familiar with e-banking network solutions and design.
• Appetite to document chronic issues related to network infrastructure.
• Professional certificate - such as CCNP is preferred.
• Strong knowledge of network protocols standards, such as TCP/IP, Ethernet, MPLS and VPN.
• Skilled in network security principles such as encryption, authentication, authorization and auditing.
• Capacity planning
• Proficient in network hardware and software, such as routers, switches, firewalls and network mgmt. tools.
• Cloud certifications are a plus and is preferred.
• Strong experience in data insights and IT Metrics driving service mgmt.
• Excellent verbal and oral communication skills.
• Demonstrating evidence of effective coordination of problem-solving skills in complex support incidents.
• Participate in on calls rotation in EMEA hours once a month.
• Lead efforts in meeting regulatory compliance topics (such as monitoring, hardening etc.)
• Lead service mgmt. calls with higher mgmt. showcasing incidents, resolutions and problem mgmt. tasks.
• Ensure weekly reporting of RUN topics to the mgmt.
• Should be willing to work in EMEA Shift ( Paris time )
• Lead and participate in usual Service Delivery activities.
• Oversee project implementation and resolution of tickets in a timely manner.
• Lead technical topics which are chronic in nature.
• Work closely with business units and service units to collect requirements and implement topics related to compliance, projects and support.
• Continuous improvements by constantly reviewing processes and enhance user experience.

Why Join Us

“We are committed to creating a diverse environment and are proud to be an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status”.

Business Insight

At Société Générale, we are convinced that people are drivers of change, and that the world of

tomorrow will be shaped by all their initiatives, from the smallest to the most ambitious.

Whether you’re joining us for a period of months, years or your entire career, together we can have

a positive impact on the future. Creating, daring, innovating and taking action are part of our DNA.

If you too want to be directly involved, grow in a stimulating and caring environment, feel useful on a

daily basis and develop or strengthen your expertise, you will feel right at home with us!

Still hesitating?

You should know that our employees can dedicate several days per year to solidarity actions during

their working hours, including sponsoring people struggling with their orientation or professional

integration, participating in the financial education of young apprentices and sharing their skills with

charities. There are many ways to get involved.

We are an equal opportunities employer and we are proud to make diversity a strength for our company. Societe Generale is committed to recognizing and promoting all talents, regardless of their beliefs, age, disability, parental status, ethnic origin, nationality, gender identity, sexual orientation, membership of a political, religious, trade union or minority organisation, or any other characteristic that could be subject to discrimination.