Position Overview:
Are you ready to take on a challenge and apply your skills in a dynamic global corporate network environment? As a Network Service Manager at FLSmidth, you will be an integral part of the Global IT Infrastructure team . Your focus will be on supporting and developing digital initiatives by building, maintaining, and enhancing our global network infrastructure to meet business needs.
About the Team:
The Global Network team operates across three key locations: Monterrey (Mexico), Chennai (India), and Bucharest (Romania), with overall management based in Bucharest. The team is responsible for overseeing the network across our 100+ global locations. In the future, hands-on network management will transition to Managed Service Providers. In this role, you will be responsible for designing the operational model that aligns with business objectives and acting as a liaison between the service providers and the business. You will lead the network-related services delivered by service providers while collaborating closely with the broader IT Infrastructure team.
About You:
You bring a proven track record from similar roles at other companies, having gained deep expertise in Infrastructure Services , with a particular focus on the network domain .
Key Responsibilities:
Service Management: Ensure the delivery of top-tier services, maintaining compliance with service level agreements (SLAs), key performance indicators (KPIs), and contractual commitments. Business Relationship Management: Act as the primary point of contact for business stakeholders, managing expectations, addressing concerns, and ensuring client satisfaction with the services delivered. Operational Efficiency: Oversee daily operations, ensuring all services are provided in accordance with established processes and best practices. Efficiently manage resources to meet operational goals. Problem Resolution: Proactively address and resolve service-related issues, minimizing impact on business operations. Collaborate with technical teams to identify root causes and implement effective solutions. Continuous Improvement: Identify opportunities for service enhancements and process optimizations. Implement changes to improve service quality and overall client satisfaction. Reporting & Analysis: Prepare and deliver regular performance reports to senior management, tracking service delivery metrics, identifying issues, and proposing improvement actions. Leverage data to analyze trends and guide decision-making. Budget & Financial Management: Oversee the financial aspects of service delivery, ensuring services are delivered within budget. Manage costs effectively, including invoicing and purchasing processes. Vendor Management: Collaborate with third-party vendors to ensure that services are delivered according to contract specifications, SLAs, and quality standards. Key Qualifications:
Experience: Minimum of 5-7 years in service delivery or IT operations, with at least 3 years in a senior or managerial role. Industry Knowledge: Solid understanding of IT service management (ITSM), service level management, and operational processes, especially in large enterprise environments. Technical Expertise: Familiarity with IT infrastructure, network services, and other key technical components critical to service delivery. Collaboration Skills: Strong ability to work effectively with stakeholders at all levels of the organization, fostering cross-functional cooperation. Business-Facing Skills: Excellent communication, negotiation, and relationship management skills, with a focus on building long-term, productive business relationships. Problem-Solving: Strong analytical and problem-solving capabilities, with experience resolving complex service delivery issues. Certifications: ITIL certification (preferred) or other relevant industry certifications are a plus. Transition/Transformation Experience: Ideally, you have experience managing transitions and transformations, particularly in onboarding Managed Service Providers from the ground up. Fluent in English: Strong written and verbal communication skills in English, able to engage professionally with stakeholders.
