Sr Tower Lead (Support & Operations)

Job description

Job Summary : SERVICE MANAGEMENT & ACCOUNT GOVERNANCEs Network Service Delivery Manager - Onsite Detailed Roles & Responsibilities | Job Description Role level Senior Service Delivery Manager / Account Delivery Lead Experience 12-18+ years in IT infrastructure or managed services, including customer-facing delivery leadership Work location Onsite at the customer location, with coordination across offshore/NOC, field services, engineering and third parties Primary purpose Single point of contact for service performance, stakeholder engagement, governance, escalations and continual improvement Service scope Managed infrastructure and network services, ITSM processes, field services, vendors, reporting, risk and contractual deliverables Operating model Business-hours onsite leadership with availability for critical incidents, executive escalations and planned governance Document use SOW role definition, staffing profile, recruitment, onboarding and operating-model alignment 1. Role Purpose The Onsite Service Delivery Manager is the senior customer-facing owner for day-to-day service delivery. The role connects customer stakeholders with onsite, offshore, NOC, engineering, field-service, ITSM, project and supplier teams; ensures services are delivered against agreed contractual commitments; provides a clear escalation path; and converts operational performance, risks and customer feedback into accountable improvement actions. • Act as the onsite single point of contact for service delivery, operational governance and customer escalations. • Maintain an end-to-end view of service health, business impact, stakeholder priorities, contractual obligations and delivery dependencies. • Drive predictable outcomes through disciplined governance, performance management, risk control, transparent communication and continual service improvement. 2. Key Roles & Responsibilities 2.1 Customer Relationship & Onsite Leadership • Build trusted working relationships with customer IT leadership, business stakeholders, store/site operations, service owners and retained-organization contacts. • Maintain a visible onsite presence and act as the primary interface between the customer and delivery organization for operational matters. • Understand business priorities, critical periods, planned initiatives and stakeholder expectations; translate them into delivery priorities and action plans. • Provide white-glove coordination for business-critical stakeholders and ensure concerns are acknowledged, owned, communicated and progressed to closure. • Manage expectations factually and transparently, including constraints, dependencies, risks, decisions and required customer actions. • Develop backend and full-stack features using Python, Django, and PostgreSQL. • Build and maintain REST / GraphQL APIs. • Create automation workflows for network operations and approvals. • Work with MongoDB, Redis, Celery, and RabbitMQ for data handling and background tasks. • Deploy and manage applications using Docker and Kubernetes. • Support automation using Terraform and Ansible. • Build CI/CD pipelines using GitLab CI, Jenkins, or GitHub Actions. • Integrate with tools such as ServiceNow, Git, and network vendor APIs. • UI full stack experience for JS and HTML catalogs creations. • 2.2 End-to-End Service Delivery Governance • Own the integrated service-delivery view across technical towers, NOC, service desk, ITSM functions, field services, projects, automation and third-party providers. • Ensure operational work follows the agreed SOW, MSA, RACI, service-management manual, standard operating procedures and customer policies. • Chair or coordinate daily operational reviews, weekly service reviews, monthly governance and executive service-review preparation as applicable. • Maintain governance calendars, agendas, minutes, decisions, actions, owners, due dates and closure evidence. • Ensure service-introduction, operational-readiness and hypercare activities are planned, acce Key Responsibilities Job Responsibilities : SERVICE MANAGEMENT & ACCOUNT GOVERNANCEs Network Service Delivery Manager - Onsite Detailed Roles & Responsibilities | Job Description Role level Senior Service Delivery Manager / Account Delivery Lead Experience 12-18+ years in IT infrastructure or managed services, including customer-facing delivery leadership Work location Onsite at the customer location, with coordination across offshore/NOC, field services, engineering and third parties Primary purpose Single point of contact for service performance, stakeholder engagement, governance, escalations and continual improvement Service scope Managed infrastructure and network services, ITSM processes, field services, vendors, reporting, risk and contractual deliverables Operating model Business-hours onsite leadership with availability for critical incidents, executive escalations and planned governance Document use SOW role definition, staffing profile, recruitment, onboarding and operating-model alignment 1. Role Purpose The Onsite Service Delivery Manager is the senior customer-facing owner for day-to-day service delivery. The role connects customer stakeholders with onsite, offshore, NOC, engineering, field-service, ITSM, project and supplier teams; ensures services are delivered against agreed contractual commitments; provides a clear escalation path; and converts operational performance, risks and customer feedback into accountable improvement actions. • Act as the onsite single point of contact for service delivery, operational governance and customer escalations. • Maintain an end-to-end view of service health, business impact, stakeholder priorities, contractual obligations and delivery dependencies. • Drive predictable outcomes through disciplined governance, performance management, risk control, transparent communication and continual service improvement. 2. Key Roles & Responsibilities 2.1 Customer Relationship & Onsite Leadership • Build trusted working relationships with customer IT leadership, business stakeholders, store/site operations, service owners and retained-organization contacts. • Maintain a visible onsite presence and act as the primary interface between the customer and delivery organization for operational matters. • Understand business priorities, critical periods, planned initiatives and stakeholder expectations; translate them into delivery priorities and action plans. • Provide white-glove coordination for business-critical stakeholders and ensure concerns are acknowledged, owned, communicated and progressed to closure. • Manage expectations factually and transparently, including constraints, dependencies, risks, decisions and required customer actions. • Develop backend and full-stack features using Python, Django, and PostgreSQL. • Build and maintain REST / GraphQL APIs. • Create automation workflows for network operations and approvals. • Work with MongoDB, Redis, Celery, and RabbitMQ for data handling and background tasks. • Deploy and manage applications using Docker and Kubernetes. • Support automation using Terraform and Ansible. • Build CI/CD pipelines using GitLab CI, Jenkins, or GitHub Actions. • Integrate with tools such as ServiceNow, Git, and network vendor APIs. • UI full stack experience for JS and HTML catalogs creations. • 2.2 End-to-End Service Delivery Governance • Own the integrated service-delivery view across technical towers, NOC, service desk, ITSM functions, field services, projects, automation and third-party providers. • Ensure operational work follows the agreed SOW, MSA, RACI, service-management manual, standard operating procedures and customer policies. • Chair or coordinate daily operational reviews, weekly service reviews, monthly governance and executive service-review preparation as applicable. • Maintain governance calendars, agendas, minutes, decisions, actions, owners, due dates and closure evidence. • Ensure service-introduction, operational-readiness and hyperca