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 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.
...day as needed. ~$10,000 Sign-on Bonus! Terms Apply - Any person who has worked for a Performance Food Group (PFG) owned company... ..., and respect Position Purpose: Food and food service delivery drivers fulfill a critical role in the countrys food supply chain....
...Bishop O'Gorman Catholic Schools, a vibrant pre-school through 12th grade school system located in Sioux Falls, South Dakota, is actively seeking a dynamic, mission-driven Principal for O'Gorman High School. Candidate applications are reviewed as received and the position...
...Join Aflac and embark on a journey where we invest in your potential. As an Aflac team member, you'll receive comprehensive training, guiding you from an unlicensed individual to a licensed insurance professional. Step into one of the fastest-growing industries with confidence...
...Job Description Job Description Description: Job Summary: The Healthcare Recruiter at Healthier Mississippi People (HMP) plays a key role on the Talent Acquisition Team, responsible for managing the end-to-end recruitment process for a wide range of healthcare...
...Job Description Job Description Were looking for a sharp, detail-obsessed Copywriter to define and champion the Tapstitch voice across every channel. This role will act as the central editorial touchpointelevating and aligning all brand copy to ensure it feels cohesive...