Network Service Delivery Manager

Role holds end-to-end accountability for the performance, resilience, and commercial value of SD-WAN, WAN, and carrier services across multiple regions, acting as the primary technical and service counterpart for local IT teams and senior stakeholders. The role owns Day 2 operations under managed services, oversees Day 1 deployment and rollout, and leads Major Incident Management and critical escalations across multiple providers, regions, and time zones. It governs vendor performance through SLA/KPI enforcement, RCA quality control, and risk and compliance management (GDPR, NIS2), leads commercial negotiations on pricing and new agreements, and applies vendor-agnostic architectural expertise to drive automation and continuous service improvement. 

What you´ll do

• Service & Provider Management, end-to-end service ownership across regional providers, and multi-provider orchestration (Overlay, underlay..).
• Escalation & Major Incident Leadership, ownership of critical escalations across providers and internal teams, executive-level communication and status reporting, and business impact assessment and prioritization.
• Operations & Service Assurance, service performance monitoring and reporting, support of Root Cause Analysis (RCA) governance and quality control
• Network & Infrastructure Understanding, strong understanding of WAN, ISP, SD-WAN, carrier services, and cloud connectivity, and awareness of enterprise networking (routing, switching, security)
• Governance, Risk & Compliance, risk identification across providers and services, and audit readiness and compliance tracking
• Stakeholder & Communication Management, executive stakeholder engagement (regional/global leadership), and vendor negotiation and conflict resolution.
• Automation & Service Management Digitization, workflow automation (ServiceNow, ticket orchestration). 
• AI & AIOps for Service Assurance, support AI-driven incident detection and correlation.
• Data Analytics & Reporting, support KPI-driven service management (SLAs, MTTR, MTBF).

What makes you a good fit

• Bachelor's degree in Computer Science, Business informatics, Development, or any relevant study.
• Master’s degree is a plus
• Fluent English speaker
• 7 – 10 years of experience
• Excellent communication skills (both verbal and written)
• Excellent negotiation skills
• Stakeholder management
• Escalation management
• Vendor agnostic
• Enterprise service management and enterprise network management
• CCNP is a plus

Some perks of joining Henkel

• Flexible work scheme with flexible hours, hybrid work model, and work from anywhere policy for up to 30 days per year
• Diverse national and international growth opportunities
• Global wellbeing standards with health and preventive care programs
• Gender-neutral parental leave for a minimum of 8 weeks
• Employee Share Plan with voluntary investment and Henkel matching shares
• Comprehensive Health Insurance for employee + dependents
• Employee Assistance Programme provides a wide range of mental health and wellbeing benefits

At Henkel, we come from a broad range of backgrounds, perspectives, and life experiences. We believe the uniqueness of all our employees is the power in us. Become part of the team and bring your uniqueness to us! We look for a diverse team of individuals who possess different backgrounds, experiences, personalities and mindsets.