WAN & Network Service Delivery Manager
We offer:
The WAN & Network Service Delivery Manager combines two equally important responsibilities within KION's Enterprise Network service. Approximately 50% of the role governs the global WAN managed service, and approximately 50% coordinates service delivery and BAU operations across Campus LAN, Wi-Fi, WAN and DDI.
For WAN governance, the role monitors supplier delivery, contractual performance, service levels, lifecycle, risks, costs and improvement actions. The role prepares analysis, forecasts, recommendations and decision proposals for the Enterprise Network Service Owner. Budget accountability, cost-centre responsibility, contract ownership and final commercial decisions remain with the Enterprise Network Service Owner. Day-to-day operational coordination with the WAN managed service provider is performed by a designated WAN Operations Coordinator under the functional guidance of this role; overall WAN governance responsibility remains with this position.
For network service delivery, the role coordinates the shared operating model, queues, incidents, service requests, changes, problems, operational readiness and performance reporting. The role has no disciplinary or matrix people-management responsibility for network engineers. Engineering capacity and line management remain with the responsible managers, while this role provides process coordination, prioritisation transparency and cross-domain escalation.
The role works closely with the Enterprise Network Service Owner, Lead Network Architect, network engineers, IT Service Management, regional IT teams, Procurement, Finance and external network providers.
Tasks and Qualifications:
1. WAN governance, roadmap and lifecycle - 15%
- Prepare and maintain the proposed WAN service roadmap in alignment with the Enterprise Network Service Owner and Lead Network Architect.
- Identify lifecycle, resilience, capacity, sourcing and technical-debt risks and prepare recommendations for accountable decision makers.
- Track approved governance decisions and improvement actions to completion.
2. WAN supplier and contractual-performance governance - 15%
- Act as the primary operational governance interface for the WAN managed service provider, carriers and access providers.
- Monitor SLAs, KPIs, contractual obligations, potential service credits, risks and supplier commitments.
- Prepare evidence and recommendations for contract, renewal and commercial decisions owned by the Enterprise Network Service Owner.
- Lead supplier service reviews and escalate recurring underperformance, weak corrective actions and unresolved risks.
3. WAN cost transparency, demand and transition assurance - 10%
- Prepare cost, consumption and forecast transparency for review and approval by the Enterprise Network Service Owner; the role has no budget or cost-centre accountability.
- Assess the WAN service, supplier, commercial and operational implications of approved demands.
- Coordinate provider estimates, service acceptance and transition requirements with the demand owner, Lead Network Architect and Enterprise Network Service Owner.
- Ensure operational acceptance covers documentation, monitoring, testing, support routes, supplier acceptance and handover.
4. WAN performance, data and continual improvement - 10%
- Maintain WAN scorecards covering availability, incidents, capacity, resilience, change quality, supplier performance and cost transparency.
- Coordinate supplier follow-up after significant interruptions, including RCA quality and preventive actions.
- Maintain accurate governance artefacts and promote consistent data across ITSM, CMDB, monitoring, inventory and source-of-truth capabilities.
- Identify opportunities for automation, observability, data-quality improvement and reduced manual coordination.
5. Enterprise Network operations coordination - 20%
- Coordinate the BAU operating model across Campus LAN, Wi-Fi, WAN and DDI without assuming disciplinary or matrix people-management responsibility.
- Run queue reviews, service-health reviews and handover checkpoints; make ageing, blocked work and coverage gaps transparent.
- Coordinate operational priorities with line managers and engineering leads and escalate unresolved capacity conflicts to the Service Owner.
- Provide functional guidance to the designated WAN Operations Coordinator responsible for daily KION-provider coordination.
6. Incident and service-request coordination - 15%
- Coordinate triage, ownership, progression and documentation for incidents and service requests in the shared Enterprise Network queue.
- Coordinate cross-domain and high-priority incidents, bringing together network, security, application, infrastructure and supplier teams.
- Ensure clear ownership, timely escalation, stakeholder communication and disciplined technical handovers; specialist teams retain technical resolution responsibility.
- Monitor ticket ageing, reassignments and documentation quality and drive corrective action where required.
7. Change, problem and operational-readiness governance - 10%
- Coordinate operational risk reviews for significant or high-risk network changes, including production dependencies and rollback readiness.
- Drive follow-up of recurring problems, RCAs, known errors and preventive actions.
- Confirm that new or changed services enter BAU with monitoring, documentation, runbooks, support ownership, access and escalation routes in place.
8. Operational performance and service improvement - 5%
- Report queue health, response and restoration performance, recurring incidents, backlog, monitoring coverage and handover quality.
- Maintain and improve SOPs, runbooks, escalation contacts, service maps and operational knowledge.
- Use operational trends to recommend improvements to resilience, automation, standards and training
Interfaces
Internal:
- Secure Connectivity platform leadership, functional and team leads, and rotating operations engineers
- Enterprise and Network architecture; Cybersecurity and Information Security
- IT Service Management, e.g. Service Desk, (Major) Incident, Problem and Change
- Procurement, Legal, Finance/Controlling and Vendor Management
- Regional and onsite IT, business partners, programme and project managers
- Cloud, datacentre, workplace, decentralised infrastructure and application teams
External:
- Telecommunications carriers and local access providers
- Managed network and security service providers
- Network technology vendors, integrators and professional-services partners
- Auditors and specialist advisers where required
