Company Description We are part of International Airlines Group (IAG), one of the worlds leading airline groups and owner of some of the biggest brands in the sky. With a diverse workforce spread across four countries, IAG GBS provides creative and innovative solutions to drive sustainable transformation by delivering finance, procurement, and airline services, as well as group-wide systems across IAG. Each operating company benefits from the GBS centralised model, driving efficiencies, automation, and economies of scale. IAG Techs vision is to increase shareholder value, accelerate business performance, delight customers, enable employees, and protect our business through the innovative and agile use of technology and data. Job Description We are seeking a highly skilled and experienced Network Service Delivery Manager to join our team at Waterside, Harmondsworth, United Kingdom. In this pivotal role, you will be responsible for overseeing the delivery of network services, ensuring optimal performance, and driving continuous improvement initiatives. Provideguidance and mentorship to ensure high-quality service provision from the Network Team Develop and implement service delivery strategies aligned with organisational goals and industry best practices Oversee network implementations, migrations, and upgrades across diverse client environments Maintain, manage and report on key performance indicators (KPIs) to monitor service quality and drive continuous improvement Monitor the Incident response process, ensure timely and effective resolution of network outages and service disruptions, seeking to understand root cause and assisting with the development and implementation of preventative measures to avoid future occurrences. Collaborate with cross-functional teams to identify and resolve complex network issues and Optimise service delivery processes Manage vendor relationships to ensure cost-effective and efficient service delivery Conduct regular risk assessments and develop mitigation strategies to maintain network stability and security Serve as the primary point of contact for escalated client issues and ensure timely resolution Stay abreast of emerging network technologies and industry trends to drive innovation within the organisation Qualifications Educated to degree level in Computer Science, Information Technology, or a related field Minimum of 5years of experience in network service delivery or a similar role Proven expertise in managing large-scale network infrastructures and implementing service delivery frameworks (e.g., ITIL) Strong project management skills with relevant certification (e.g., PMP, PRINCE2) ITIL certification required Network certifications (e.g., CCNA, CCNP) highly desirable Demonstrated experience in performance monitoring, optimization, and troubleshooting of complex network environments Excellent knowledge of telecommunications industry and emerging network technologies Strong analytical and problem-solving skills with a keen attention to detail Exceptional communication and interpersonal skills, with the ability to effectively liaise with stakeholders at all levels Proficiency in vendor management Ability to work effectively under pressure and manage multiple priorities in a fast-paced environment External: Strategic and operational third-party partners, suppliers, and manufacturers Internal: Network Support Manager Network Services Operations Manager NOC Manager and Network Team Members Service Management Teams (Capacity, Incident, Problem, Change) Additional Information Benefits The chance to enjoy a challenging career in an exciting, fast-moving environment in a dynamic industry, working in a multi-cultural environment with great offices in many locations. We aim to provide all our people with a work/life balance, as well as the many benefits offered by a global organisation, including health insurance, pension, and performance bonuses Diversity and Inclusion IAG Tech is part of the IAG GBS organisation, and our people are at the heart of everything we do. We recognise that we can only deliver the required business outcomes if we have a thriving community of technology professionals. Together we strive to become the very best at what we do. We focus on making Tech a great place to work, with a community that we feel proud to belong to. To help make this a reality, our people strategy focuses on six key domains: Engagement, Talent Management, Reward and Recognition, Performance Management, Learning and Development and Culture. We understand the importance of Diversity and Inclusion in the workplace to deliver this strategy everyone should feel part of our team. We want to foster an inclusive workplace, celebrate individuality and embrace differences so that everyone in IAG Tech can achieve their goals and ambitions, regardless of their personal circumstances or background. As a Group, IAG has an ambition that 40% of senior management roles are held by women by 2025. IAG Tech fully supports that ambition, and we are working to help make it a reality. With this in mind, we have set ourselves the challenging target of recruiting 50% female colleagues by 2030. ADZN1_UKTJ