Service Delivery Manager Network

Responsibilities

• Service Ownership of Intrum Network Services : Responsible for end-to-end service delivery using defined service delivery and sourcing model. Ensure the service(s) meet business requirements (both functional and non-functional), including availability, scalability, performance, and user experience.
• Financial Accountability: Manage service-related finances, monitor budgets, ensure cost efficiency, and ensure building business cases for required investments.
• Operations & Maintenance: Oversee day-to-day service operations and support. Ensure fulfillment of service level agreements (SLAs) and proactively identify areas for improvement.
• Information Management: Ensure that service documentation is up-to-date and easily accessible for the service(s) across Intrum platforms and tools.
• Service Catalog Management: Ensure requestable services are properly published in the Service Catalog, Service offerings are mapped and that fulfillment processes are streamlined and documented.
• Performance & Roadmap Reporting: Follow up and regularly report on service performance, financials, and roadmap status to key stakeholders.
• Governance Compliance: Adhere to established governance and delivery frameworks, including the Agile Playbook and ITSM processes.
• Sourcing & Vendor Management: Define and manage the sourcing model for the service in alignment with strategic goals. Maintain productive vendor relationships and ensure contract compliance.
• IT Security & Compliance: Ensure services adhere to relevant IT security standards and participate in risk assessments, audits, and compliance initiatives.
• Projects delivery: Drive infrastructure related projects in responsible service area and contribute to other projects delivery
• Stakeholder Engagement: Act as a point of contact for service-related questions and decisions, offering guidance and support to business and technical stakeholders.

Requirements

• Experience managing and delivering network and security services with enterprise-scale network and security providers (e.g. Cisco, Palo Alto Networks, Zscaler or equivalent).
• Experience with Cisco technologies, including Cisco Meraki and Cisco Secure Connect, is considered a strong advantage.
• Bachelor's or master's degree in information technology, Engineering, Business, or related field.
• 5+ years of experience in IT Service Management, Delivery Management, or related roles
• Strong knowledge of ITIL/ITSM processes, with certifications (e.g., ITIL v4) considered a plus.
• Familiarity with Agile delivery frameworks and cross-functional team collaboration.
• Experience managing service operations, support teams, or third-party vendors.
• Proven track record in budget management and performance reporting.
• Ability to bridge business and technical perspectives and manage expectations.
• Strong communication, negotiation, and analytical skills.
• Service delivery mindset.

Benefits

Additional Information

At Intrum, you will grow by making a difference. You will do it in a highly international environment and in a supportive culture where effort counts. Intrum is undergoing a significant transformation of our infrastructure services as part of Intrum IT strategy. We are moving toward a multi‑vendor delivery model and strengthening our end‑to‑end ownership of critical IT services. During the past two years, Intrum is modernizing its network by adopting cloud‑based technologies with Cisco Meraki and Cisco Secure Connect. In this journey, the Service Delivery Manager will play a crucial role, be responsible for Intrum Network services ensuring that our new delivery model operates effectively, services are governed end‑to‑end, and value is consistently delivered across our IT landscape. Are you our new Service Delivery Manager, Network? The Service Delivery Manager (SDM) is responsible for end-to-end service delivery of Intrum Network Services and accountable for ensuring that assigned technology services are fit for purpose, cost-effective, and aligned with business needs. The SDM is a leadership role within the organization, managing, securing and being accountable for internal or external deliveries, or a mix between both. The role may include staff responsibility. Operating within the framework of ITSM and Agile methodologies, the SDM ensures that services deliver value consistently by meeting agreed service levels, maintaining operational excellence, and fostering continuous improvement culture. This role bridges technical delivery and business objectives fulfilment, providing visibility, governance, and stewardship over the complete lifecycle of one or more technology services.

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