Consultant Systems Engineer - Networking

Role Overview

The Service Delivery Manager is responsible for end-to-end delivery, governance, and operational excellence of Enterprise LAN services within a global banking environment. The role ensures high availability, service quality, compliance, and continuous improvement across LAN and security infrastructure, operating in a multi-vendor.

Key Responsibilities

Service Delivery & Operations

• Own delivery of Enterprise LAN (wired & Wi-Fi) services across global campuses
• Ensure SLA/OLA compliance, service performance, and availability
• Manage Incident, Problem, and Change processes (ITIL aligned)
• Drive critical incident management, RCA, and backlog control

RUN & Change Governance

• Lead CAB / pre-CAB meetings and oversee change execution
• Align RUN and CHANGE activities for minimal service disruption
• Define and improve operational processes and governance frameworks

Network & Security Oversight

• Govern technologies including:
  • Enterprise LAN.
  • Cisco ISE (NAC)
  • Firewalls (Fortinet / Check Point)
• Ensure network security, segmentation, and compliance

Stakeholder & Vendor Management

• Act as primary interface between business, IT, and vendors
• Manage stakeholders (EMEA) and onshore and offshore teams
• Oversee vendor performance, contracts, and service reviews

Service Quality & Compliance

• Track and improve CSAT and operational KPIs
• Ensure audit readiness, regulatory compliance, and security standards
• Support internal/external audits and risk frameworks

Financial & Reporting

• Manage budgets, capacity planning, and asset lifecycle
• Deliver regular reporting (incident, capacity, compliance)

Required Skills & Experience

Technical

• Strong experience in:
  • LAN/WAN & Wi-Fi technologies
  • Cisco ISE (NAC)
  • Fortinet / Check Point firewalls
• Understanding of network security, switching, routing, and monitoring tools

Service Delivery

• Expertise in ITIL processes (Incident, Problem, Change, SLA)
• Experience managing large-scale global infrastructure environments

Domain

• Experience in Banking / Financial Services (preferred)
• Exposure to regulated, audit-driven environments

Professional Skills

• Strong stakeholder management and communication
• Ability to manage risks, escalations, and global teams
• Leadership in multi-vendor environments

Qualifications & Experience

• Bachelor's degree in relevant field
• Certifications preferred: CCNA/CCNP, Fortinet/Check Point, Cisco ISE, ITIL
• 10-15 years' experience, including 5 years in Service Delivery / RUN governance

Key KPIs

• SLA adherence & service availability
• Incident resolution (MTTR)
• Change success rate
• Customer satisfaction (CSAT)
• Audit & compliance metrics