Account Delivery & Operations Manager (ADOM) - Network Infrastructure

We are hiring an experienced Account Delivery & Operations Manager (ADOM) to lead the delivery and operational performance of managed Network Infrastructure Services across L1 and L2 operations.

This is a leadership role for someone who understands both network technology and service operations and can translate technical performance into customer outcomes, operational excellence and business growth.

You will lead technical operations teams, manage service performance, engage senior client stakeholders, drive continual improvement and work closely with our Customer Success and commercial teams to expand and strengthen client relationships.

• Degree or Diploma in Information Technology, Computer Science, Network Engineering or a related discipline.
• ITIL Foundation / ITIL 4 Foundation certification preferred.
• A relevant networking certification such as CCNA, CCNP, JNCIA, Aruba, Fortinet or equivalent will be an advantage.
• PMP, PRINCE2, Agile or other project/service management certification will be an advantage.

We are looking for someone who is:

• Customer-focused and commercially aware.
• Technically credible without being overly tactical.
• Analytical and data-driven in decision making.
• Comfortable taking ownership of difficult operational issues.
• Able to operate confidently under pressure during major incidents.
• A strong communicator and stakeholder manager.
• Able to influence technical teams and senior customers.
• Proactive in identifying problems before they become service failures.
• Focused on continuous improvement rather than simply maintaining the status quo.
• Able to balance people, technology, customer and commercial priorities.

The Ideal Candidate

The ideal candidate is someone who can sit between the Network Engineering team, Operations team, Customer and Business, and make all four work effectively together.

You do need to understand the technology well enough to ask the right questions, understand the risks, challenge technical decisions, manage escalations and hold the L1/L2 teams accountable for service outcomes.